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Samanage Review

Samanage
Our score: 8.9 User satisfaction: 98%

What is Samanage?

Samanage is an award-winning IT service desk and asset management software. It won our 2017 Supreme Software Award and our Expert’s Choice Award. Samanage service management software is a solution that can instantly be deployed via a true cloud, SaaS based model. There is no hardware or software installation required, and no maintenance ever on your site. Samanage is also multi-tenant meaning a single, always new instance of software that lets customers enjoy the fastest time to value and unmatched user experience.

Once deployed, Samanage automatically collects all IT asset configuration data, empowering IT with comprehensive reporting and alerts in a simple and elegant interface. The integrated service desk software allows users to submit requests online and provides the IT support desk with immediate access to related asset configuration, thereby expediting resolution time and improving productivity.

You can read our detailed review of Samanage if you want to learn more about the benefits and features of the software.

Overview of Samanage Benefits

Streamlining

  • Streamline tickets, service requests, and fulfillment processes
  • Help end-users to resolve their issues on their own via knowledge base
  • Build on shared knowledge and best practices from historical incidents
  • Process insights on your assets to optimize your support service
  • Plan and quickly execute your strategies and tactics, policies and procedures across the business

Monitoring

  • Monitor and control assets across your business
  • Accurately and easily monitor all your contracts and software licenses
  • Keep a continuous monitor on your hardware and software for possible risks

Flexibility

  • Integrate email with self-service portal
  • Create SLA goals and monitor their progress
  • Integrate popular business apps like Google Apps, Zendesk and more
  • Use Samanage even while you’re away via its mobile browser

For IT teams delivering services across the organization, Samanage is the only Enterprise Service Management software that provides a platform to reimagine how IT can deliver value to the organization today by streamlining business service requests and delivery processes through remarkable visibility, a new class of agility and an excellent  service experience to help you lead the way.

Samanage provides organizations of all sizes the ability to deliver excellent IT service to their organization with an easy-to-use and beautiful design that allows the modern help desk to automate the mundane tasks across departments throughout the enterprise. Using the Samanage Service Desk, IT teams have the ability to reduce support workload, streamline processes, and deliver superior service.

Providing an enormous advantage to IT departments, Samanage’s integrated  IT asset management solution oversees the entire asset lifecycle, from the day it is provisioned until the day it is disposed. By tracking the asset configuration, operating system and software, physical location, as well as monitoring changes to the device, Samanage Asset Management provides an unprecedented level of visibility that goes far beyond the asset itself.

Able to be deployed by a technician instantly across an entire organization through Active Directory using Group Policy or Domain Login Scripts, the Samanage Asset Management agent can be installed on any device with an operating system. The agent then reports back daily to Samanage with data points of interest regarding the asset’s performance, location and other key aspects.

Offers Essential Features For IT Service Desk

Samanage follows the Information Technology Infrastructure Library (ITIL) rules, which means it offers all the essential features required for the service support requirements of large IT operations. These include standard ticketing, and problem, incident, and change management.

You can use Samanage to streamline your company’s delivery flows and service requests by providing all employees better visibility of their requests. It is easy for agents to quickly raise tickets which contain all the essential information. The main view shows all ongoing, pending, and resolved incidents. It can be fully configured to show important data such as due dates, sender, and receiver.

The asset management feature provides you a complete view of the asset’s lifecycle from its purchase to disposal. You can view essential data on the asset such as performance, specs, and location. If you are using a BYOD (bring your own device) policy, you can track company laptops and mobile devices through Domain Login or Group Policy scripts.

It’s Intuitively And Visually Designed

Samanage’s Dashboard offers deep insights on all IT-related incidents across your business. Values are presented in metrics, graphs, and key performance indicators (KPI) to help managers get the big picture at a glance. Samanage supports dual single sign-on (SSO) capability seamlessly. After signing on, users can be assigned the full range of roles and access levels according to requirement. If you don’t need the extra features, you can avoid paying for them during price quotation.

You Can Offload Non-core Daily Tasks To Make IT More Efficient

Routine tasks can bog down your IT service. To offload routine tasks from IT support, you can create a self-service portal. Samanage offers this feature with full service catalog capabilities as it is ITIL-certified.

The IT service catalog helps you define and publish accessible support services on your site. The catalog also blocks nuisance requests. Your IT support can document common issues and best practices in the knowledge base. This can reduce their workload. The knowledge base is backed by a stable ITIL-compliant backend.

Samanage’s Service-Level Agreements (SLA) promise the following: deliver support commitments, track response time, measure performance, and set service targets and alerts. The SLA can be helpful for regular security checkups. Missed tasks send off warnings to alert the IT support. Other main features of the Samanage SLA are: problem management, setting of business hours, automated alerts, robust reports, and daily grading view.

You Can Track Your Assets’ Entire Lifecycle

Samanage asset management can manage both hardware and software assets, and both parts or whole of the asset. There are more than 200 properties for the hardware depository such as CPU, sound cards, disks etc. Tagging makes it simple to define the item’s status, delegate it to users, and monitor its performance. The service desk also has a robust software repository. You can easily retrieve software details and detect unauthorized installation or security bugs.

Samanage is ideal for large enterprises as it supports all major operating systems (Mac, Unix, Windows, iOS, and Android). Samanage also delivers warranty details automatically when you need it. Plus, it offers companies better visibility on incidents and issues.

It’s Easily Scalable

Samanage is an integrated solution that is designed for full ITIL compliance. Therefore, it is a suitable application for the service desk workflows of large companies. Since Samanage is a cloud service it is also suitable for small and medium-sized businesses. This provides businesses the agility to boost their support infrastructure to match growing needs. Pricing is offered based on the number of asset devices and support agents. Your price plan can be tailored to match your IT operations.

Overview of Samanage Features

  • IT Service Desk
  • Contracts & Licenses
  • Knowledge Base
  • IT Asset Management
  • Self-service Portal
  • Risk Detection
  • Problems & Changes
  • IT Service Catalog
  • SLA Management
  • Reports and API
  • Mobile Access
  • Integrations Suite
  • Tailored dashboard
  • Risks tab
  • Built-in best practices
  • Automatic classification
  • Warranty sync
  • Drag & drop setup
  • QR Audit tool
  • Invisible patches
  • Crowdsource printers
  • No-regrets undo
  • Fewer clicks
  • Snapshot view
  • Always current

What Problems Will Samanage Solve?

Lack of reporting with little to no visibility into critical data: Samanage enables IT teams large and small to see into their IT organization as well as bring valuable insights to the organization as a whole. With the Samanage dashboard, admins can quickly see reporting around service requests, customer satisfaction, and the current status of pending tickets. With reporting, measurability, and insights from Samanage, IT is armed with the data that showcases the true value of IT to organizational leaders.

Complex, clunky platforms that are not scalable: Using Samanage provides technicians with the agility to streamline business service requests and delivery processes from IT to HR to Procurement. As a SaaS application, Samanage believes in continuous improvement and utilizes the feedback from customers to improve its platform. With no “releases” or “versions”, Samanage updates the application with little to no interruption to service, providing users with quick time to value and a new pathway to the future of IT.

High service cost and complicated implementation: Samanage offers an excellent service experience as it believes that its users should truly love the product they use daily. From the purchase process through the implementation of Samanage, organizations have the support of the Samanage team. Through the Samanage Community, phone calls, live chat, and social media, Samanage team members are literally just a click away to answer questions and accept feedback.

Samanage Position In Our Categories

Knowing that businesses have specific business-related demands, it is only rational they avoid seeking an all-encompassing, “perfect” software product. Nonetheless, it would be hard to try to come across such a software solution even among popular software products.
The best step to undertake can be to list the different main factors that entail investigation such as critical features, pricing, skill levels of the employees, business size, etc. Then, you should follow through the research fully. Go over some of these Samanage analyses and look into the other applications in your shortlist in detail. Such detailed research guarantee you weed out unsuitable software products and pay for the system which offers all the function you require company requires in growing the business.

Position of Samanage in our main categories:

TOP 20

Samanage is one of the top 20 Customer Support Software products

TOP 20

Samanage is one of the 20 Help Desk Software products

TOP 10

Samanage is one of the top 10 IT Asset Management Software products

Samanage is also listed in the following subcategories:

It is essential to note that almost no app in the Customer Support Software category is an ideal solution able to fulfill all the requirements of different business types, sizes and industries. It may be a good idea to read a few Samanage Customer Support Software reviews first as certain software might perform well just in a very small set of applications or be prepared with a really specific type of industry in mind. Others may function with an idea of being simple and intuitive and therefore lack complicated functions desired by more experienced users. You can also find solutions that focus on a large group of customers and offer a powerful feature base, but that in most cases comes at a higher price of such a service. Make sure you're aware of your requirements so that you buy a software that provides all the elements you search for.

How Much Does Samanage Cost?

Samanage Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

The vendor offers subscription plans on by quote basis. The exact price will depend on the number of agents (ticketing) and devices (asset management) your will need. This allows Samanage to tailor their pricing to your individual needs and ensure you won’t be overpaying for elements you don’t need. It’s also possible to get rates for unlimited assets and agents if you want.

If you want to learn more about their enterprise pricing you can easily request a quote here. There is also a great Samanage 14-day free trial available that should give you a good firsthand impression of the software’s capabilities.

Available pricing plans include:

  • IT Service Desk
  • IT Asset Management
  • Integrated IT Solution

User Satisfaction

Positive Social Media Mentions 82
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Samanage reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Samanage. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Samanage Comparisons

Samanage user reviews

Very useful software we can provide great service to our customers

Read full review >
Courtney
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.10.2018 Company Size: More than 100 Employees Industry: Information Technology Service

Easy to use and very helpful software for small and medium sized businesses

Read full review >
Jessy
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 07.10.2018 Company Size: More than 100 Employees Industry:

Powerful helpdesk management tool

Read full review >
Pete
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.08.2018 Company Size: More than 100 Employees Industry: Higher Education

Helps us to manage our assets

Read full review >
Willie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.05.2018 Company Size: More than 100 Employees Industry: Information Technology Service

Easy to implement and easy to use. Great software

Read full review >
Cary
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.04.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

What are Samanage pricing details?

Samanage Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

The vendor offers subscription plans on by quote basis. The exact price will depend on the number of agents (ticketing) and devices (asset management) your will need. This allows Samanage to tailor their pricing to your individual needs and ensure you won’t be overpaying for elements you don’t need. It’s also possible to get rates for unlimited assets and agents if you want.

If you want to learn more about their enterprise pricing you can easily request a quote here. There is also a great Samanage 14-day free trial available that should give you a good firsthand impression of the software’s capabilities.

Available pricing plans include:

  • IT Service Desk
  • IT Asset Management
  • Integrated IT Solution

What integrations are available for Samanage?

  • Google Apps
  • Zapier
  • Zendesk
  • Citrix GoToAssist Remote Support
  • Okta
  • OneLogin
  • CA SiteMinder and CA CloudMinder
  • Samanage on-premise or cloud REST API
  • QR and barcodes
  • Jira
  • LogMeIn
  • Centrify
  • Salesforce
  • Dropbox

Samanage average rating:

Average score
4.8/5 (11 user reviews)
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Eileen

PROS: We made a transfer from IT ticketing system to Samanage, and now we can easily track tickets during their life-cycle, track inventory, we have CMDB. Our work is completely changed and improved since we start using this software. We are now focused on developing innovations and finding opportunities.

CONS: They could change something on the reporting option. But on the other hand, with API we can do customization easily.

Reviewed 2 years ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: Overall, the product is easy to use and does support the general ITSM/ITIL model, which is great for IT departments to follow. Setup is easy, and the general look and feel of the product is nice. There is some ability to customize the portal and emails, as well as add custom fields to each category form.

CONS: There is an overall general lack of support for this product. Most times, when you call in for support, you get a super rude customer service rep who dismisses your issue, or you get a voicemail box. There is no call waiting queue, so if nobody answers or nobody is available, you go to a voicemail box and are at their mercy for a call back (rather than waiting on hold for the next available rep). They recently upgraded their phone system (as their reps tell me), which is very spotty/lots of quality issues and dropped calls. In addition, they announced dropping support for Linux, which is no good--especially if you are looking for one tool that works as an all-in-one tool to support your IT shop. They only want to support Windows. They also need to work on the back end of the product--there are many places where you have to set a setting twice to have the effect you are looking for (which you only discover when things aren't working as expected). Finally, they dump SSO on to third-parties, which have limited support. Their support team won't help if you're having issues with SSO, and neither will the third party, as neither "knows how the other product works." Both tell you to "contact the other company."

Reviewed 3 years ago

Read full review >

More reviews from 11 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Very useful software we can provide great service to our customers

Read full review >
Courtney
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.10.2018 Company Size: More than 100 Employees Industry: Information Technology Service

PROS: I love Samanage features like: SLA rules, Problem management, Reports and others. Their customer support is excellent, they are always ready for help and for providing additional trainings if needed. We always have a full picture of our progress.

CONS: I love this software, but they need some improvements in every tool. I would like to schedule reports, and send them to some users or even groups. I like to show progress or alerts on my dashboards. I would like to have dynamic targets for SLA rules.

What do you think about this review? Great Poor

Easy to use and very helpful software for small and medium sized businesses

Read full review >
Jessy
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 07.10.2018 Company Size: More than 100 Employees Industry: N/A

PROS: Samanage is clear, easy to use and provides you with a lot of reporting options and sorting filters. I love its interface. I am amazed how well the software works on mobile device and tablets. You can navigate it as you wish. They made this software very intuitive and understandable. The contact section is very useful. This software is great for small and medium sized businesses. I love calendar notification features. Samanage works well with Zendesk. This integration helps us to track machine maintenance and issues.

CONS: The software is great, I don’t have things I dislike. It would be great if they could add integration with SSO component or with Active Directory. This is the only thing I would like to see in Samanage. Also, they could add an app so we can install to a DC.

What do you think about this review? Great Poor

Powerful helpdesk management tool

Read full review >
Pete
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.08.2018 Company Size: More than 100 Employees Industry: Higher Education

PROS: I love the integration with Google App, thanks to this integration we don’t need separate login to access Samanage, and we are doing this directly from Gmail. Samanage provides us with great workflow and asset tracking abilities. I like that this is a cloud based software and it is great for our IT department. They are always open to critics and suggestions, they constantly improve the software and this makes our work easier.

CONS: There is nothing to dislike. I love the improvements and the new features.

What do you think about this review? Great Poor

Helps us to manage our assets

Read full review >
Willie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.05.2018 Company Size: More than 100 Employees Industry: Information Technology Service

PROS: Samanage is great and powerful solution for tracking assets, keeping IT in order and managing work orders. The software is highly improved, and their management staff are very responsive and open for suggestions, solving issues and feature requests. Samanage brings the tracking to the next level with its Asset management feature.

CONS: No dislikes by now. It changed our picture of the support service in our work environment.

What do you think about this review? Great Poor

Easy to implement and easy to use. Great software

Read full review >
Cary
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.04.2018 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: Why Samanage? I can easily organize my helpdesk system, I can customize mu dashboard with some relevant metrics, it's easy to use and doesn’t take much time in training, I can adapt in organization very quickly and effortlessly, I get easy automation through Samanage workflow, I am able to set up trainings for different integrations, and its integrations with online management systems are really useful for running my business.

CONS: I don’t have anything to dislike about this software. They could include more design options. All in all the software is great.

What do you think about this review? Great Poor

Easy setup, configurations, options and modifications

Read full review >
Katie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.03.2018 Company Size: More than 100 Employees Industry: Financial Services

PROS: Samanage is easy to implement and meets all our Service Desk Management needs. We can post solutions to our users, and offers Incident Management system. This software gives me the ability to see all changes in one place when I modify and save them to other place. Changes to Forms and Fields are done effortlessly using only dropdowns and some configurable text fields. It is very easy to set up the Service Level Management, and what’s more you are able to copy a current rule set. I can easily import users from XLSX. Samanage allows me to modify the permissions and memberships of all users, and I can do this via mobile phone.

CONS: To be honest, Samanage needs some improvements. For example they need to work on their notification features. When a problem arises all notifications are gone. There is no notification when a problem gets assigned or commented, you need to go back and update the status. And that means you cannot set up alerts when problem lingers.

What do you think about this review? Great Poor

Very useful HelpDesk tool

Read full review >
Alma
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.02.2018 Company Size: More than 100 Employees Industry: Retail

PROS: The workflow of Samanage engine is awesome, they are constantly improving something. Asset Management is a very useful tool, also the service is easy to extend via GPO. User-friendly, intuitive and it’s very easy to setup every option and feature. Also, you have integration with ADUC.

CONS: There is nothing to dislike about this software. We are new to this system and we still learn how to use it.

What do you think about this review? Great Poor

Great tool for tracking the life-cycle of products

Read full review >
Eileen
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.01.2018 Company Size: More than 100 Employees Industry: Security and Investigations

PROS: We made a transfer from IT ticketing system to Samanage, and now we can easily track tickets during their life-cycle, track inventory, we have CMDB. Our work is completely changed and improved since we start using this software. We are now focused on developing innovations and finding opportunities.

CONS: They could change something on the reporting option. But on the other hand, with API we can do customization easily.

What do you think about this review? Great Poor

Great helpdesk tool

Read full review >
Noah
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.01.2018 Company Size: More than 100 Employees Industry: Information Technology Service

PROS: We use Samanage for Helpdesk and it is a very powerful ITSM app. The Asset Management feature is great for our service management section. The Asset management is based on OCSInventory. I love their customer support team, they are always responsive and helpful when I have some issues when running the software. They are always open for suggestions and they constantly work on their improvement.

CONS: I have a suggestion for Samanage team, they could implement a roadmap to tenants and they could include updates and improvements before they are applied. Also, they could work on more customizable option for the user emails and the end user portal.

What do you think about this review? Great Poor

Very satisfied with this product

Read full review >
Russell
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.12.2017 Company Size: More than 100 Employees Industry: Food & Beverages

PROS: Samanage is very customizable software, and I am able to customize all our requests. The workflow feature for ticketing is very beneficial tool for our departments. We use the helpdesk option to respond to our different stores requests for some issues about the product. We are able to store stock answer for repeated questions by simply listing the solution on the help desk.

CONS: I’m not satisfied with the requirements for linking data with offers.

What do you think about this review? Great Poor

Lack of Support for Enterprise Systems

Read full review >
Anonymous Reviewer
2/5

Overall Impression

1/5

Customer Support

1/5

Value for Money

3/5

Ease of Use

Published on: 13.03.2017 Company Size: More than 100 Employees Industry: Staffing and Recruiting

PROS: Overall, the product is easy to use and does support the general ITSM/ITIL model, which is great for IT departments to follow. Setup is easy, and the general look and feel of the product is nice. There is some ability to customize the portal and emails, as well as add custom fields to each category form.

CONS: There is an overall general lack of support for this product. Most times, when you call in for support, you get a super rude customer service rep who dismisses your issue, or you get a voicemail box. There is no call waiting queue, so if nobody answers or nobody is available, you go to a voicemail box and are at their mercy for a call back (rather than waiting on hold for the next available rep). They recently upgraded their phone system (as their reps tell me), which is very spotty/lots of quality issues and dropped calls. In addition, they announced dropping support for Linux, which is no good--especially if you are looking for one tool that works as an all-in-one tool to support your IT shop. They only want to support Windows. They also need to work on the back end of the product--there are many places where you have to set a setting twice to have the effect you are looking for (which you only discover when things aren't working as expected). Finally, they dump SSO on to third-parties, which have limited support. Their support team won't help if you're having issues with SSO, and neither will the third party, as neither "knows how the other product works." Both tell you to "contact the other company."

What do you think about this review? Great Poor
Reviewed By Louie Andre
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