Great for building a helpdesk from scratch!
Sam Bryant | TrustRadius Reviewer
November 08, 2017

Great for building a helpdesk from scratch!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Samanage

Our department is using Samanage to manage our everyday help desk operations along with tracking larger issues and project solutions. It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.
  • Keeps track of problem tickets.
  • Keeps track of solutions so issues that arise multiple times will have a built in fix.
  • Allow work delegation on single issues.
  • The purchase ordering function could stand to be more customizable to buisness needs.
  • Notifications should be expanded to be customizable in all areas where notifications are utilized.
  • Reporting function based on key words should be added.
  • We have been able to work towards making help desk processes.
  • We've been able to keep track of tickets.
  • We have had to find an alternative purchase ordering system.
Samanage's overall functionality along with its simplicity of use is what won out. ManageEngine had too much under the hood that we didn't need that would bog us down. Asset Panda did not have enough. Freshdesk offered a similarly controlled offering of features without the intuitive UI that Samanage brought to the table.
A small help desk like ours would do well with a system that is robust but not infinitely so robust that the functions get bogged down. Samanage puts itself in the category of having a lot to offer while maintaining simplicity of use. If you're looking to build processes then this is the software for you. If you already have processes in place and you're not looking to change them but to customize the help desk software to fit your processes it might not be your best fit.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
9
Policy and contract enforcement
Not Rated
Change requests repository
10
Change calendar
Not Rated
Service-level management
9