Easy setup, configurations, options and modifications

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

With Samanage we can track and report issues and incidents, allows us to track incidents by asset or by requester. Our users are allowed to submit reports of issues, to make request of new access, they can request new hardware, and they can even report problems. This software helps us to track memory and storage alerts because we get automated alerts from our monitoring group.

Are you a current user of this product?

Yes