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Samanage Service Desk
What do you like best about the product?
Samanage has tools for almost any department in your company. From Facilities to HR and IT you can track and maintain visibility into the work that needs to be done and the employees who are accomplishing it.
What do you dislike about the product?
Aside from a few bugs on iOS devices, we haven't had much to complain about. The one thing that is good about Samanage, is they love hearing about the stuff that doesn't work just as much as anything else so they are always trying to improve things and do better.
What problems is the product solving and how is that benefiting you?
Managing tickets for IT, creating workflows for facilities team and managing HRs requests for new and former employees
Recommendations to others considering the product:
Integrate Samanage with Active Directory to make managing your users simpler.
Samanage is a great tool!
What do you like best about the product?
Samanage is really easy to use and reliable.
What do you dislike about the product?
The data analytics leave a little bit to be desired.
What problems is the product solving and how is that benefiting you?
We use Samanage as our IT ticketing system and it has proven very useful and effective.
Perfect Service Desk for our needs
What do you like best about the product?
The overall set up of the service desk is awesome.. Very easy to implement and use right out of the box. But customizing it is easy as well.
What do you dislike about the product?
There's not a whole lot that I dislike about it.. The only issues I had was with the asset management being a little hard to understand. But with the Samanage support we were able to figure it out.
What problems is the product solving and how is that benefiting you?
Tracking service requests for many different areas of IT. Also have some facility items in the service desk as well. And testing new employee onboarding at this time.
Samanage is a great Product
What do you like best about the product?
The product is very easy to use. I really like the helpesk portion.
What do you dislike about the product?
There is really nothing I don't like about the product.
What problems is the product solving and how is that benefiting you?
The product is great to use for our helpdesk environment.
Recommendations to others considering the product:
I would recommend it.
Intuitive interface and excellent support
What do you like best about the product?
Samanage Servicedesk is a delight to use compared to our previous solution. Our employees refused to use the old antiquated system, so managing the helpdesk was a nightmare. Samanage has changed that and feedback from employees is very positive.
What do you dislike about the product?
They do not have a good solution for integration with Active Directory and a third party authentication and sync system has to be implemented alongside.
What problems is the product solving and how is that benefiting you?
We have been able to implement a helpdesk and asset tracking package that actually works and is used.
Recommendations to others considering the product:
For our Small/medium sized business this is an ideal solution. It may be a bit less manageable for larger sized companies.
Samanage provides a beautiful, functional, and intuitive interface.
What do you like best about the product?
The product is both simple and robust. It provides a multitude of tools, features, and metrics for interfacing with our user base and providing the best support we can.
What do you dislike about the product?
There are some intermittent issues, but they are few and far inbetween. Anyone in the IT or engineering world will tell you that intermittent issues are difficult to pin down.
What problems is the product solving and how is that benefiting you?
We needed a tool to consolidate our knowledge base as well as something that was simple to use. Samanage Service desk provides everything we need to stay in touch with our users and provide support in an efficient manner.
Great Platform!
What do you like best about the product?
The Service Desk Incidents, Changes and Problems module and assist greatly in our Day to Day Operations and Support
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
The interface is very intuitive
The Service Catalogs help create a in depth workflow and the concurrent access assists in the timely resolution of multi-departmental tasks
What do you dislike about the product?
Feature requests require the community to vote up before attention is brought to it, rather than a customer submitted request directly. The flip side is new featureless are constantly being released and the platform is always improving
What problems is the product solving and how is that benefiting you?
The Changes Module has greatly improved our Change Management Process
The Incidents module and Service Catalog has allowed us to extend our use beyond just out IT department but into various other department for us
With the Incidents, Changes and Problems associations we have been able to identify trending and resolve root cause items much more promptly
Recommendations to others considering the product:
Worth taking a look at over other products we've demo'd. Other solutions appear to require much more overhead for implementation and may not have all the same features
Service Desk and Asset Management
What do you like best about the product?
The system is very easy to implement and train end users on.
What do you dislike about the product?
There are a few features with in the service desk we would like to see. The great thing is that Samanage is always releasing new features.
What problems is the product solving and how is that benefiting you?
We are using Service Desk and Inventory tracking. Service Desk has improved our process in multiple departments.
Great product with fantastic customer service
What do you like best about the product?
Standing up the product was extremely easy and management/administration is simple. That alone gives me back a lot of time otherwise spent. Usability for IT staff and users is also a major plus.
What do you dislike about the product?
The biggest flaw I can see at this time is the limits in reporting. Yes, I can get the majority of information I need, but ad hoc reporting isn't quite as easy. Also, customizing automated emails needs to be a little more user friendly.
What problems is the product solving and how is that benefiting you?
We have been able to initiate a formal Change Management process as well as Problem Management. The knowledge base is easy to manage and utilize and we've also implemented a user portal with access to many knowledge documents - something that has, so far, alleviated about 20% of the phone calls we used to receive.
Recommendations to others considering the product:
If you're a small to mid-sized business that doesn't need a million bells and whistles, but could have them if wanted, this is the product for you.
Initially an inventory and tracking solution that has become our helpdesk portal
What do you like best about the product?
We are able to document critical information about all of our hosts which aids in troubleshooting and inventory tracking.
What do you dislike about the product?
Updating the agents needs to be done via group policy or manual
What problems is the product solving and how is that benefiting you?
We initially were using Samange solely for hardware and software inventory, this aided in troubleshooting as well as maintaining up-to-date details on all of our endpoints. We also manually inventories any devices that we couldn't install the agent on. Most recently, we implemented their Service Desk fully allowing our employees to submit trouble tickets to our IT team. This had made a major improvement in incident tracking, logging and resolution. The employee base has seen this as a major positive. Samange's support is very good, you can get a person in an on-line chat quickly and easily and resolutions to any issues can be worked through in a proper time frame.
Recommendations to others considering the product:
Test your possible solutions' support service, see which attends to you best.
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