Samanage REVIEW

Customer Support Software

11 user reviews

User reviews

User reviews in total: 11


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The most favorable review

Pete G.

6 months ago

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.

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

The least favorable review

Anonymous Reviewer

6 months ago

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.

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."

Published 9 months ago
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...

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