Case Study: Snap Kitchen achieves streamlined help desk operations and greater visibility with Samanage

Unique Service Catalog Workflows Give Snap Kitchen Unparalleled Visibility

Snap Kitchen is a growing retail meal provider with 50 stores and small local teams that struggled to scale IT support. Their Zendesk setup never gained full adoption, relied on a distribution-group email flow that flooded mailboxes, caused duplicate technician work, and left no formal knowledge base or reporting to track performance or ensure consistent resolutions.

Switching to Samanage gave Snap Kitchen a controlled service catalog, customizable templates for recurring requests, dashboards and a knowledge base, plus Slack integration and mobile approval workflows for loyalty-point fixes. The result was far fewer emails and duplicate contacts, faster field responses, consistent documentation and reporting, and a help desk that’s finally under control—freeing the IT team to focus on projects rather than triage.

Snap Kitchen

David Palmer

Network Systems Engineer