I use it for incident recording based on your inventory.
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I use it for incident recording based on your inventory.
It helps us detect incidents quickly so we can improve our SLA performance and solve issues faster. This makes our customers happy.
We also use it for asset management. We get some information and data, but now we don't use the full asset management features. We mainly use it to record information about assets like computers and applications.
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly.
We'd like to integrate our workflows with the incident management, so we use it to manage our work better.
We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard.
So, response speed and workflow improvements.
I have been using it for five years.
The stability is okay. There have been many incidents in the servers where the stability was low.
I would rate the stability an eight out of ten.
It is a scalable product. I would rate the scalability a five out of ten. It is in the middle.
The customer service and support are good.
Positive
The setting up process is not quite easy. It's quite difficult.
Sometimes, we need to contact support and discuss things with our tenant administrator. There’s some back and forth to get things added correctly.
I would rate the pricing an eight out of ten, with one being cheap and ten being expensive.
We spend a lot. It is expensive.
Overall, I would rate the solution an eight out of ten. It is a good product.
Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage.
The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like the dashboard of analytics that produces a report every month so we can see if there are any issues.
We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours. I think they need to work on their UI and UX.
I've used this solution for about a year.
Aside from the issue of the site going down, it's relatively stable.
I've previously emailed their support when the system went down and they replied relatively quickly although didn't offer a solution.
The initial setup was pretty straightforward although there were some issues when the company changed its operating system from Windows 10 to 11. We have around 12 users in the company, seven are from IT support and the remainder from security.
I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX.
I rate this solution eight out of 10.
