From an end-user point of view - sufficient, easy-to-use ticketing system.
Anonymous | TrustRadius Reviewer
December 21, 2018

From an end-user point of view - sufficient, easy-to-use ticketing system.

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Samanage

Samanage is the ticketing system of our IT dept.
Employees are submitting tickets via Samanage to report issues with their hardware and software, to request IT services, equipment loans, etc.
The IT support team members, in turn, communicate with the employee to get more info, and to report about the resolution, etc.
  • Submitting a ticket is quick and easy, or at least can be configured to be so.
  • The "My Requests" screen is helping in following up on the status of the tickets the user submitted.
  • Easy-to-use knowledge base.
  • The search engine over the knowledge base could be better.
  • No info as to the *last editing* of articles in the knowledge base (aka Solutions ).
  • No option to send feedback to articles (aka Solutions).
  • From my point of view as an end-user (an employee in an organization whose IT dept is using Samanage ), Samanage is a quick and easy-to-use channel to communicate with IT about hardware and software issues and requests. So it does make life easier, as communicating with IT is smooth...
We used to work with Kayako, and I find them very similar, from my POV as an end-user of the system.
In other words; as a user who just submit tickets, follows up on their statuses, and searches the knowledge base, the two products are similar.
There might be differences from the admin's POV, of course.

Ticketing for various systems support and standardized processes where, at the support department, there are few agents, so the tickets can be assigned between them.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
5
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
7
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated