(3 customer reviews)


For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know how to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.


About Samanage

One such tool is Samanage that is not only a service desk but an asset management system. The core characteristic of Samanage is that it does not require any kind of installation or configuration and can be deployed instantly. Another key component of Samanage is that it operates in a multi-tenant manner. Essentially, you don’t need to buy multiple tools to provide your agents with a wide range of tools for faster work.

Upon deploy, the tool is automatically configured to collect and store all IT assets, configuration data, and over time, performance reports. All this is presented in an elegant but very functional and ergonomic user interface that has no stutters, frame pacing issues, etc. It is a very stable tool that is not limited by local hardware.

Overview of benefits

Samanage as a tool has many benefits that can significantly improve your position on the market. After all, it was designed to push more sales, as well as stay more competitive. So, here are some of the most critical aspects of Samanage service desk.

Flexibility — One of the key benefits of Samanage is the fact that with it, you can integrate your email with a wide range of portals (including self-service ones). You can also set up multiple SLA goals and track the progress of each individually, and integrate it with business apps such as Zendesk, G Suite, and more.

Monitoring — When it comes to monitoring capabilities, few service desk systems can match Samanage. With it, you can track assets across all departments of your business, as well as you can keep track of software licenses. Also, once configured correctly you can even track contracts which is something that is very hard to implement. Last but not least, you can analyze and track both software and hardware risks.

Boosted Reports — Samanage is perhaps the best tool to track, predict, and develop new strategies. No matter what kind of product or service you sell, with Samanage under your belt, you can gather first-hand feedback in huge quantities thanks to the included survey system. Couple it with the advanced analytics dashboard, and the results will not only be accurate but will clearly point you in the right direction.

Streamlining — Just like all service desks, with Samanage you can streamline tickets, fulfillment processes, and service requests. Thanks to the included knowledge base functionality, you can teach your install-base how to tackle different problems. You can also identify the best possible solution to a particular problem using historical data. And finally, you can plan and execute strategies and tactics much faster thanks to the included automation tools.

How to get started

For those of you who opted to use Samanage, you get a few ways to get started with it. The most common of course is contact the company directly and request a setup process. Keep in mind that all you have to do is have an email address or a phone number to start the registration process.

Once you’ve filled all the blanks, you can proceed to the payment and after you are done with that, you can set up everything to your liking. There are a plethora of different customization options and they are not limited to visuals. You can change how certain things can behave and adjust the way you can interact with the end result. Although, if you are experiencing difficulties, you can always drop them a message. Their specialist will help you configure everything.

Tech details

On paper, Samanage is a pretty robust tool that has a decent tech sheet. Here are some of the most important aspects of the help desk system.

Devices SupportedLanguage SupportPricing ModelCustomer TypesDeployment
EnglishMonthly payment
Small Business
Large Enterprises
Medium Business
Cloud Hosted


Although as good as it might seem, there are a few drawbacks such as support only for one language and no self-hosted solution. But generally speaking, the tool is indeed good as you can use it on every major OS, and it’s perfect for all business types.

Awards and Certificates

Samanage has received a relatively big number of different awards for different achievements. Here are some of the most important ones:

SIA Codie Awards:

  1. 2016 Best IT Asset Management Solution
  2. 2017 Best IT Service Management Solution
  3. 2018 Best IT Management Solution


Other Awards:

  1. Received Gold from the World IT Awards for IT Service Management.
  2. Triangle Business Journal’s “Best Places to Work” for the 5th year.
  3. Viewed as Customer’s Choice of 2018 on Gartner Peer Insights.



While most service desk systems have some form of integration, Samanage takes it a little bit different by allowing you to integrate with competitors. Yes, using Samanage integration system, you can pair JIRA and Zendesk. Another key feature of the integration tool is that you can easily pair it with practically any third-party app. For instance, Samanage does not allow for self-hosting, yet, with a small little app called “Samanage on-premise or cloud REST API,” you can actually host it.

But aside from these, you have access to a few standard integrations such as LogMeIn and Okta. Also as part of the suit, you can pair it with all Google Apps and Facebook. You can also pair Samanage with these:

  1. OneLogin
  2. Citrix GoToAssist Remote Support
  3. Zapier
  4. Salesforce
  5. Dropbox
  6. Centrify


These aren’t the golden standard and not all service desk has these tools as integration options but it’s a nice bonus that will definitely be appreciated by someone. Also, before we close this section, we’d like to stress out that the tool has a well-written open API meaning that you can pair it with whatever you like as long as both tools can communicate.


As for support, Samanage is pretty straightforward in this regard. For starters, you can reach the company via email right from their website. You will also notice that they have Live Support and Chats that are operational 24/7. Lastly, if you feel like you need to show your problem or maybe you find video chats more comfortable, Samanage got you covered. Overall, the support department is pretty responsive and we didn’t have to wait hours on end to get our issue solved.

The person behind the screen was more than happy to answer all of our additional questions and we were surprised that they weren’t just your average responses. We got some pretty detailed explanations and upon request, we even received technical support which is a massive plus in our books. Kudos to the support team, you did really really well.


Perhaps the most interesting part of any service desk review is the pricing section. Indeed, sometimes it doesn’t matter how many features the tool might have as if it’s too expensive, there’s no point. But suffice to say, Samanage has a fair pricing system, and not just fair, you even get a free trial option. Here’s how all these tariffs stack up against each other:

Team ($29 user/month)

As you might have guessed, this plan is specifically tailored towards a small team. Those who opted for this particular plan will get access to a Service Portal, a Knowledge Base system, and a stripped down (compared to the premium version) Incident Management tool.

Business ($59 user/month)

This tariff is considered to be the golden middle as it has everything the previous plan has and adds into the mix the Service Level Agreement (SLA) functionality, a Custom Roles system, Change Management capabilities, an Internationalization tool, and finally Service Catalog. All this is paired with the ever-so-needed Groups function, no wonder most use this version.

Professional ($79 user/month)

And lastly, we have the Pro tier that comes at $79. This is the top of the line plan that has everything Samanage has to offer. From advanced automation to contract management and license compliance, you get everything. This plan has the most integration options and can push scheduled reports.

Free Trial

The free trial option is actually a mix of both business and professional. You practically get 50% of each plan to try out and generally speaking, it’s a pretty good plan. Here’s hoping the company will transform it into a real deal.

User satisfaction

There is a clear line between professional feedback and an average user satisfaction response. Hence why we decided that it’s only fair to include both. After all, there are things that we couldn’t find, as well as there are things we didn’t cover in great detail. Now that you know this, here’s what other users think about Samanage service desk.

Easy to use — Most users cite the fact that using this service desk requires little to no effort. Each menu and each toggle is easily accessible and properly conveys what function it should accomplish. Also, some say that Samanage is among the best tools when it comes to setting up custom functions. The process is often described as a setting up an alarm on your phone which is something that few help desk systems can boast about.

Powerful management tool — Many users state that Samanage has a strong, robust management module. From ticket routing to editing agent permissions, Samanage’s management method is simply amazing. Although, as good as it might sound, some state that to gain more functions, you need to download a third-party app. This might seem not big of a deal but you do have to spend more.

Customizable — The final thing that most users seem to agree upon is the number of customization options. From branding both the frontend and backend, users have a wide range of different options they can use to make their experience more personalized. The only drawback of given functionality is that it takes some time for changes to take effect. But generally speaking, it’s great.

Samanage Alternatives

Zendesk — Both Samanage and Zendesk are similar in terms of functionality. Each of them has a nice automation system in place and both have a good reporting tool. Yet, what separates Zendesk from Samanage is its ability to scale to all kinds of business needs. With Zendesk, users can integrate more than thousand different apps, as well as they can setup full macros and groups. Although, Samanage is not without a ace in the hole. The service desk has Risk Detection functionality which is something Zendesk needs to work on more.

ServiceNow — It’s hard to find something that ServiceNow has over Samanage as they are practically the same. Yet, it is important to stress that ServiceNow is an older product, meaning that it has certain things more polished and refined. For starters, ServiceNow has more languages supported right out of the box. But on the flip side, Samanage supports more platforms. Its a close call in terms of usability as well, thus no matter which one you go with, they are all great in their own respect.

Jira Service Desk — If there’s one aspect Jira Service Desk has an advantage in, its the fact that it has the Atlassian Marketplace. While it might seem like a simple idea, the benefits it brings to the table can be mind-boggling. For starters, if you lack a function, you don’t need to tamper with an API or config file as all you have to do is open the store and hit install. However, Samanage excels in terms of pricing. You see, JIRA uses a per agent system that gets cheaper the more people join your company. However, if you don’t want to expand, or maybe you don’t need as much workforce, the price will be pretty steep.

Final Thoughts

Overall, Samanage is a very good help desk tool that will surely meet your expectations. It has everything one would expect from a service desk system. From ticket management to knowledge bases, it’s robust, it’s accessible, and it won’t cost you a fortune. We suggest you give the tool a try and opt for their free trial. And in case you have trouble setting up the whole thing, drop us a message. Let’s make it work together.

Additional information

Agent efficiency

Add reminders on to-dos, Agent collision prevention, Bulk actions, Custom & Group Views, Edit/hide threads, Email signatures, Filtered Search, Group your agents, Interaction History (Ticket activities), Keyboard shortcuts, Mobile app, Multilingual (Multiple) content, Private Comments within tickets, Restricted conversation views, Skills-based routing, Tags, To-dos


Asset Relationship Mapping, ITSM Process Integration



Customer relationship management

Contact Form, Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer profiles, Customer satisfaction ratings (CSAT), Device data log, Group contacts by organization, Organization profiles

Help desk automation

Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Time-based Rules, Time-triggered automations, Workflow automations

Help desk management

Business Hours, Custom status, Custom ticket fields, Multiple Ticket Forms, Service Level Agreement (SLA) management, Set your Time Zone, Ticket file attachment size, Ticket sharing

Incident Management

Approval Workflows, Customize Incident Lifecycle, Form templates, Service Catalog, Task Management

IT Asset Management (ITAM)

Asset Auto-discovery, Asset Lifecycle Management, Contract Management, IT Inventory Management, Managed Assets, Purchase Order (PO) Management, QR and Barcode Asset Scanner, Risk Management, Software Asset Management, Software License Management, Warranty Information

ITIL Aligned Capabilities

Change Management, Problem Management, Release Management

KB Customization

Branding removal (email), Complete portal customization, CSS customization, Custom domain mapping, Public portal customization

Knowledge base management

Community forums, Knowledge base, Rich text Help Center articles, Unlimited data

Platform Integration

API rate limit, Google Apps (G Suite), Integration with Atlassian Jira, Integrations, Public apps (Marketplace), Salesforce integration, Slack integration, Zapier integration

Platform Specific

Mobile Devices, People Shared Services Ready

Reporting & analytics

Agent Dashboard (Agent Scorecard), Custom Reports, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Manager Dashboard (The Headquarters), Overview dashboard, Save reports, Schedule Reports, Zendesk Benchmark


Ability to configure for HIPAA, Advanced password policy for agents and customers, Audit logs, Custom roles and permissions, Custom SSL certificates (default free), Data center location, Disaster recovery, Domain Whitelisting, Encryption: data at rest and in motion, GDPR compliance, PCI compliance (Level 1), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SSL encryption, User provisioning

Support for organizations

Chat Support (in English), Email Support, Guidance Program, Phone Support (in English)

Ticket management

Custom Email Templates, Email tickets, Merge tickets, Outbound email, Outgoing SMTP settings, Public and private notes in tickets, Support workflow, Ticket export, Time tracking


Announcements, Backup, Community forums, Notifications, Printer-friendly, Unlimited End Users

3 reviews for Samanage

  1. Eileen

    The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our productivity not only improved but allowed us to find more opportunities and innovations. The only gripe of the tool is that the reporting option. It needs changes but other than that, we had little trouble with the tool. The software easily tracks issues, helps work on them, and provide reports.

  2. Willie

    Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect solution for all kinds of business activities as it helps not only track issues but gives businesses the ability to reduce costs. It’s also very intuitive and supportive. With it, our company is able to focus on the work process and eliminating extra expenses. Finally, the tool is super great and we couldn’t find any issues with it.

  3. Katie

    The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to digest manner, as well as we can set up an Incident Management system. It also allows you to see everything in one place, and in case of necessity, you can easily change Forms and Fields thanks to the dropdown menu and certain configurable texts. Also as part of the Service Level Management system, you can easily copy and apply current rule set whenever you see fit. However, what Samanage lacks is a proper notification system because when an issue arises, all other notifications magically disappear.

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