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Samanage Service Desk
What do you like best about the product?
I like the ability to work with all of my colleagues on incidents, inventory, and other areas that the Samanage Service Desk has to offer. The user interface is pretty easy to use and understand, even for novice users of the service. End users that will be submitting tickets for service can jump right in as well as it is pretty straightforward in terms of submitting tickets. The reporting tools also provide a valuable feature that can assist in showing the work being done through Samanage.
What do you dislike about the product?
The import feature for things like inventory items, users, etc. seems to be very particular when importing the CSV file containing this information. If everything is not just right, expect to get several fail notifications before your data are uploaded.
What problems is the product solving and how is that benefiting you?
The two largest areas being serviced by Samanage are the help desk tickets and the inventory. We are able to keep accurate records of problems occurring on campus and how quickly they are resolved. In addition to that, the inventory tracking helps tremendously for overall IT needs on campus.
Recommendations to others considering the product:
Use the implementation time that you are given with the Samanage team wisely before going live with the product.
Samanage - Easy and Effective
What do you like best about the product?
Our Help Desk moved from a product Service Desk to Samanage. Coming from an outdated software and moving over to Samanage was absolutely beautiful. Samanage simplified custom made dashes, reports, an easy click of re-assignment, notes, and CC'ing people on tickets. Our Help Desk now solely uses Samanage to contact users - whereas before when we were on our old product people PREFERRED using email (hahaha).
I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me.
In short, I love Samanage. It's made my job a whole lot easier and more effective.
I assign/re-assign tickets as part of my role - and Samanage makes it ridiculously easy for me.
In short, I love Samanage. It's made my job a whole lot easier and more effective.
What do you dislike about the product?
I also do reporting for our manager level staff for the entire IT department, and they also make it easy for me. Reporting is still lacking in Samanage - but I'm able to get around it with a little creativity. It's limited to only the template dashes that they have/preset filters.
What problems is the product solving and how is that benefiting you?
I work in Help Desk - we support all internal employees and contractors. Samanage makes it ridiculously easy for me to keep tickets up to date, and easy for the user to do as well.
Useful Tool
What do you like best about the product?
I really like how easy it is to communicate with clients in the comment feature on tickets.
What do you dislike about the product?
I do not like the reporting feature as I believe it lacks some key features that could make it more useful.
What problems is the product solving and how is that benefiting you?
We are able to resolve incidents on a much faster basis and communicate much easier.
Recommendations to others considering the product:
N/A
Samanage service desk delivers features that help our team perform.
What do you like best about the product?
Our team likes the automation that we have been able to leverage in the help desk. We are using these to walk team members through the required steps for larger repeated requests. Examples are employee on-boarding or termination and software validation.
What do you dislike about the product?
A lack of automated refresh on the incident page and weak time tracking. The lack of software install date.
What problems is the product solving and how is that benefiting you?
We are better able to consistently deliver on the larger tasks with the workflow feature. The inventory features have enabled us to track assets better than ever.
Recommendations to others considering the product:
The implementation team is awesome. I highly recommend that any new customer take advantage of them to maximize the potential for a successful launch.
Samanage Gets the Job Done
What do you like best about the product?
The asset management in samanage is very useful and easy to update.
What do you dislike about the product?
I dislike that sometimes Samanage Can be clunky.
What problems is the product solving and how is that benefiting you?
Samanage gives us an ITSM to utilize as well as manage our assets.
Recommendations to others considering the product:
use it side by side with the asset management.
Wonderful Service Desk Experience
What do you like best about the product?
I love how in addition to being a service desk, it is also usable as an inventory system and we can quickly look at a user's PC specs all from the same system
What do you dislike about the product?
There used to be features that I did not like, or rather the lack of certain features, but recently they have been really stepping up their game and adding more and more features.
What problems is the product solving and how is that benefiting you?
One of the best benefits of using Samanage is the ability to also utilize it as an inventory system in addition to a service desk
Recommendations to others considering the product:
I absolutely love using Samanage. It is very easy to manage as an administrator, and very easy for users to create tickets.
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.
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