Samanage is a great small to mid-sized helpdesk/inventory solution
November 06, 2017
Samanage is a great small to mid-sized helpdesk/inventory solution
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Samanage
We use Samanage as our company-wide help desk portal and for IT inventory of desktops, laptops, tablets, and iPads. It allows us to track issues, sense patterns, and trends and keep track of our assets.We use the portal to share both important outage information as well as self-help tips. The workflow built into Samanage allows us to create a workflow with tasks and tracking for onboarding, offboarding and other HR functions.
- Users can submit trouble tickets with drop down pick lists to make sure the ticket is properly routed to the right department and person after submission.
- HR loves the automated workflow for onboarding and offboarding of employees, promotions, transfers, name changes and other HR functions save them time and trees.
- With the Samanage agent installed on laptops we have the ability to ensure our people in the field are where they should be when they should be, and allows us to trace and find lost or missing equipment.
- Change Notification from Samanage are rare. One day functionality appears, without explanation or preparation. Things that used to work one way now work another.
- I've waited several days for a reply to a ticket I've entered with their support over workflow issues.
- There's no way to globally turn off their 'chat' feature, which they use to broadcast new products or features via a chat window that pops up when you're using the software to do something else.
- Pulling reports for equipment age has allowed us to weed out the older hardware in our organization and keep things standardized as far as hardware and software go
- We were able to leverage the cloud so this available to all our remote employees without VPN.
- The inventory package is a bit more expensive than others on the market, but being able to find out what equipment a user has with a couple of clicks from their ticket is worth it.
Samanage is much easier to maintain, to configure and to train users than either Kaseya or Remedy, and has much better features than some of the lower-end cloud-based or on-premise solutions.It's easy to navigate from a user's view and if properly configured by your IT staff, makes getting the ticket properly routed to the right person a breeze.