A further extra granular space where Samanage stands out from the crowd is in its Dashboard and also the array of experiences that it generates. On login, the Dashboard is the place customers are mechanically positioned and though its intended to present users with instant insight into what is going on on throughout the Firm, I found it a tad perplexing to make use of out-of-the-box. You'll find a staggering quantity of metrics, graphs, and crucial efficiency indicators (KPIs) During this watch, almost certainly far more than any one purpose desires.
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When brokers do open up a ticket, resolving them the moment labored on involves switching the point out to Resolved. This differs from your typical approach of having an enormous, bold button to click on. I recognize the ticket won't get whisked absent once the resolve action is chosen but, somewhat, gives you a chance to make even more edits if wanted.
Boosting a completely new incident opens a blank incident Along with the requester's title immediately populated. Blank fields to generally be filled in involve a category and subcategory. This can be the only help desk application I analyzed that makes provisions for subcategories.
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The agent can see all ongoing, pending, and fixed incidents in the principle perspective. It can be totally configured to instantly exhibit data that matters: due dates, sender, receiver… so there’s no ought to click Each individual incident when prioritizing.
A great service desk should really make it possible for you not merely to determine into your IT Procedure, but glean insights from data. This is, in fact, among Samanage’s strong details, Gordon explained.
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The Samanage interface suffers somewhat from looking to cram countless attributes and selections into what is essentially just one Website interface. All the things is kept in sections which make simply enough perception to generally be purposeful but it absolutely was quite often challenging to obtain sure features After i wanted them.
Your IT guidance could also document finest procedures and customary troubles and cull them into FAQs inside the Samanage’s Know-how Base. This by itself can lessen resolution workload so IT assistance can center on solving additional sophisticated challenges.
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Samanage's IT Company Desk and Asset administration suite has several attributes corporations might be seeking and provides a small free of charge trial, but a lackluster interface signifies it isn't a match for everybody.