Case Study: Pragmatyxs achieves faster ticket response and a streamlined IT service desk with Samanage

From Legacy Solution to IT Service Desk Excellence with Samanage

Pragmatyxs, a lead integrator of barcode and labeling solutions for manufacturing and IT, struggled with a legacy BMC FootPrints service desk that made supporting multiple customer organizations cumbersome. The old system required complex per-customer workspace setup, offered only one login per company (raising security concerns), made email notifications hard to configure, and kept assets on-premise—creating a hosting burden for a largely remote team.

Pragmatyxs moved to Samanage for its cloud-based, intuitive ITSM that delivered a searchable knowledge base, SLA tracking, self-service portal, contract management, and easy configuration. Samanage’s filters, mandatory fields and email-to-ticket workflow cut time to find information and create tickets, improved response times, and provided scalable, remotely accessible asset and contract management.

Pragmatyxs

Jeremy Jellum

Product Support Engineer