I do not recommend this application - look for alternatives
January 11, 2019

I do not recommend this application - look for alternatives

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Samanage

Samanage was relatively simple to implement and rollout to our IT Device Solutions unit. It's fast and has a nice, clean UI. We mainly use it for device/inventory management and incident management but eventually starting to use it for change management. We are able to track and manage devices based on a unique asset tag and match that to a staff or faculty member that owns that device. Help desk agents are able to efficiently resolve incidents due to our integration with Zendesk. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
  • The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
  • When issues are resolved we have the option of creating a documented solution.
  • Samanage follows the Information Technology Infrastructure Library (ITIL) regulations, which means it provides all the critical features essential for the service support needs of large IT operations. Our institution follows the ITIL framework so it was easy for our users to understand the tool.
  • The integration Samanage has with our ticketing system: Zendesk. When a customer has an issue with their device we can create a ticket and tie it to the device info stored in Samanage by using the asset tag. Our support center loves this.
  • Beneficial new features do not get pushed out regularly. We have been waiting for them to push out new features that would make it easier for us to use but they have not. I do not think they listen to attentively to what their customers want out of the product.
  • Users often have trouble including screenshots or attachments when submitting tickets. More often than we'd like, we (the IT support staff) have to reply back to the user and tell them their attachment or screenshot did not come through.
  • The inability to @mention someone in a ticket - this is a big one for us. With other ticketing platforms, you have the ability to mention someone in order to get their attention.
  • Their built-in reporting could be improved. Not as robust as other tools. Lack of advanced reporting and granular visualization.
  • Their management is the worst, we had an issue with being overbilled for our license and tried to work it out with their management. Their response: no you can go find another application to use.
  • Initially, Samanage helped us with inventory management which meant less time for our staff working on managing our inventory i.e: laptops, desktops, peripheral devices.
  • Samanage made us more efficient and helped us assist our customers better. We were more responsive regarding customer tickets when they had an issue with a device. Because of this, our customer support ratings improved.
  • We spent less time on finding devices manually or storing device information on a spreadsheet. This meant our staff could focus on other critical tasks.
We ended up using a custom application developed by our IT team in house. We will use this to manage our inventory and connect it to Zendesk which is our customer ticketing system. With that, we should get all the features we need that were not present in Samanage.
The lack of new features and outdated features makes them lose out. Their competitors have a better offering. What's worse is their management is horrible, would not recommend working with this company. They refused to work with us through license cost issues.

SolarWinds Service Desk Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management