Samanage Reviews

I use it for incident recording based on your inventory.

It helps us detect incidents quickly so we can improve our SLA performance and solve issues faster. This makes our customers happy.

We also use it for asset management. We get some information and data, but now we don't use the full asset management features. We mainly use it to record information about assets like computers and applications.

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly.  

We'd like to integrate our workflows with the incident management, so we use it to manage our work better.

We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard.

So, response speed and workflow improvements.

I have been using it for five years. 

The stability is okay. There have been many incidents in the servers where the stability was low. 

I would rate the stability an eight out of ten.

It is a scalable product. I would rate the scalability a five out of ten. It is in the middle. 

The customer service and support are good. 

Positive

The setting up process is not quite easy. It's quite difficult.

Sometimes, we need to contact support and discuss things with our tenant administrator. There’s some back and forth to get things added correctly.

I would rate the pricing an eight out of ten, with one being cheap and ten being expensive. 

We spend a lot. It is expensive. 

Overall, I would rate the solution an eight out of ten. It is a good product.

Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage.

The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like the dashboard of analytics that produces a report every month so we can see if there are any issues. 

We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI and UX.

I've used this solution for about a year. 

Aside from the issue of the site going down, it's relatively stable. 

I've previously emailed their support when the system went down and they replied relatively quickly although didn't offer a solution.

The initial setup was pretty straightforward although there were some issues when the company changed its operating system from Windows 10 to 11. We have around 12 users in the company, seven are from IT support and the remainder from security. 

I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX. 

I rate this solution eight out of 10. 

Asset tracking and inventory management, service desk solutions - incidents and self-service portal - and service catalogs are the most valuable features.

Having the data in one place is also important for use of the reporting tools.

Before Samanage, we were relying heavily on Google apps and humans for record keeping, asset tracking, and using groups for communication (help desk, on-boarding, etc).

Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments. This makes it easy for end users to submit help desk tickets for IT, HR, Finance.

Some of the reporting metrics could be improved for more granularity on what you want to report on.

End-point management beyond asset tracking, with the ability to remote wipe, lock, or access computers would be beneficial.

The ability to nest or further function across departments with service catalogs would be nice, too.

I started using this product in its infant stages and it's come a long way. There are definitely areas for improvement, but so far, so good.

No major issues encountered.

No major issues encountered.

No major issues encountered.

9/10 - the level of support is amazing and the Samanage community is extremely resourceful.

Pretty straightforward. The API's tie into SSO, making provisioning easy. Role assignments are easy to assign and give access (or limit), depending on who is using the product and for what.

Both, as our in-house team worked closely with the vendor. The only advice (and this applies to working with a vendor and implementing any solution) is to be clear with what you are after, ask questions, and communicate effectively across the teams.

I'm not too sure what our ROI is with regards to cost and efficiency. I would say its high, but I don't have an exact number for you.

• Heat
• Zendesk
• KAOS

Samanage had more functionality working multi-departmental, in the addition to having other features we wanted like help desk ticketing, asset tracking, SLM reporting and integration with SSO.

Reach out to the vendor directly and if you choose to use this product, engage and rely on the community as a resource.