ManageEngine ServiceDesk Plus reviews

A complete, easy to deploy and use, customizable service management solution

Opmerkingen: We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

Pluspunten:

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

Minpunten:

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

Great software, could use more features

Opmerkingen: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

Pluspunten:

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Minpunten:

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Great (not only) IT servicedesk tool

Opmerkingen: Decent tool - very powerfull - would recommend 10/10 - great support

Pluspunten:

flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.

Minpunten:

with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)

Support is terrible

Pluspunten:

Nice interface.

Minpunten:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Keep Track of Issues

Pluspunten:

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Minpunten:

The UI of the application can be improved so it can become more user friendly

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Opmerkingen: Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Pluspunten:

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Minpunten:

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Great product for its money

Opmerkingen: Overall this product is really well made and compared to its competitors is really well priced.

Pluspunten:

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Minpunten:

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Great ticketing system for helpdesk

Opmerkingen: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pluspunten:

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Minpunten:

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

My experience has been amazing and productive

Opmerkingen: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Pluspunten:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Minpunten:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Way better Service Desk applications out there

Pluspunten:

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Minpunten:

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Essential to have IT culture - Following ITIL recommendations

Opmerkingen: Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

Pluspunten:

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Minpunten:

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Exactly as they advertise. Big 4's are a pain.

Opmerkingen: We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pluspunten:

1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Minpunten:

Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Best Service desk Software

Opmerkingen: We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Pluspunten:

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff

Minpunten:

+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth for money)

ManageEngine has Streamlined our Helpdesk!

Opmerkingen: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pluspunten:

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Minpunten:

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Impressive Value

Opmerkingen: Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

Pluspunten:

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Minpunten:

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

You get what you pay for

Opmerkingen: When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pluspunten:

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Minpunten:

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Awesome Ticketing System

Opmerkingen: Overall this software is a great ticketing system, i would recommend this to my colleagues.

Pluspunten:

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Minpunten:

The software is really robust and offers a lot, i don't have anything to complain about.

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

Pluspunten:

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Minpunten:

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

The AIO Servicedesk Solution

Opmerkingen: as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Pluspunten:

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Minpunten:

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

Useful tool, but not great

Opmerkingen: The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

Pluspunten:

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Minpunten:

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

Opmerkingen: As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Pluspunten:

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Minpunten:

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Over 125 users and counting!

Opmerkingen: We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.

Pluspunten:

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

Minpunten:

We cant add Video tutorials to our knowledge base

Tech support actually best part of the product

Opmerkingen: The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

One of the top helpdesk ticketing platforms.

Pluspunten:

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

Minpunten:

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.

Its just awesome

Opmerkingen: This save my time a lot

Pluspunten:

user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Minpunten:

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.