Samanage review

Flexibility. Great customer service. Ease of use. The implementation of task management isn't as strong as it could be.

Website www.samanage.com

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86%
86% Customer feeback

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Customer satisfaction

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty
86%
Customer score

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Version reviewed: Cloud

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

SLA rules, Reports, Problem Management and Customer Service.
Also, they have a very simple customer satisfaction survey that gives us an idea on how well we are doing things.

What are the weaknesses of this product?

Not having dynamic targets for the SLA rules, not having rules to be executed recurrently. Not Having components in the dashboard to show progress or alerts, such as gauges. The backups are manual

What features would you add if you had the choice?

An API call to get backups.

Version reviewed: n/a

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

The interface is very intuitive and the live chat available at all times is awesome

What are the weaknesses of this product?

Reporting portion still lacks a lot of customization

What features would you add if you had the choice?

Better Reporting

Version reviewed: current

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

The fantastic customer service and consolidation of everything needed to run a help desk are the strengths of this product.

What are the weaknesses of this product?

As a relatively new program, it lacks some of the flashier bits, but the team is adding new features quite quickly.

What features would you add if you had the choice?

In truth, we have never run across a problem that we did not have a solution for already built into the system. I can never think of anything i would add, but the new features always add more usability and functionality.

Version reviewed: Latest version.

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Definitely the customer service and community Samanage have, it's a real asset to the product to get support from the company and also the users in different varieties of sectors with different usages to your own.

What are the weaknesses of this product?

Only what the haven't implemented yet. There always a new feature away from having a completely rounded system.

What features would you add if you had the choice?

More automation!

Version reviewed: Online

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Ease of use

What are the weaknesses of this product?

Roles are slightly complicated

What features would you add if you had the choice?

Version reviewed: ITIL Cloud Solution

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Flexibility. Great customer service. Ease of use.

What are the weaknesses of this product?

The implementation of task management isn't as strong as it could be.

What features would you add if you had the choice?

Would love a public-facing service catalog that requires authorization only after the "submit request" button. This would allow us to have prospective students and employees view the services we have to offer before they arrive.

Version reviewed: Latest

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

It is easy to use, fast, smart, and the customer support is constantly working with us to improve their product to fit our needs.

What are the weaknesses of this product?

Given that it is a relatively new platform, there are some features that are not present in comparison to some bigger name helpdesk solutions. However, they are constantly working to fill in theses gaps.

What features would you add if you had the choice?

Personally, i think this platform has everything that i could want. My only thing i can think of would be the ability to merge multiple tickets at the same time.