ManageEngine ServiceDesk Plus

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.

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).

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.

My experience with ManageEngine ServiceDesk

Opmerkingen: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Pluspunten:

What I like most is creating different user groups with different roles.

Minpunten:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

ManageEngine Service Desk Plus - Great helpdesk solution

Opmerkingen: We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Pluspunten:

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Minpunten:

There is nothing really we have not liked so far with the product.

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 Service Desk review

Opmerkingen: A very good experience helped me alot with inventory

Pluspunten:

Ticketing system is top and every aspect is covered

Minpunten:

A little difficult to implement for beginners

Nice product

Pluspunten:

Customization possible as per the company policy

Minpunten:

i would say the price and tech support needs to be improved

Good ITSM platform for its money

Opmerkingen: A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

Pluspunten:

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Minpunten:

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Great value for money and after-care

Opmerkingen: Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform.

Pluspunten:

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Minpunten:

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

Managing tasks never been fun!

Pluspunten:

Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers.

Minpunten:

Some lagging and slowness with ui that can be fixed with patching.

Excellent ITIL Ticket management tool free for 5 Technicians

Pluspunten:

Excellent ITIL Ticket management tool free for 5 Technicians

Minpunten:

Need to pay extra for additional technicians other than 5

ManageEngine ServiceDesk Plus

Pluspunten:

Great ITSM tool, lightweight and efficient platform. Integrate Service Desk Cloud into your own environment without hassle. Really easy to configure, deploy and therefore quick to start using. Covers everything we needed incidents, requirements, administration, SW licenses and other functionality.

Minpunten:

We would appreciate perhaps just a customization of the categories in the inventory, that would be a nice feature. Otherwise I have nothing to complain about, I was satisfied with the use, good price/performance ratio.

ServiceDesk Plus ManageEngine

Opmerkingen: Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

Pluspunten:

More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

Minpunten:

Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

Best Ticketing Software for IT Services

Pluspunten:

We can easily generate customized log reports with user friendly in nature Change Management Workflows

Minpunten:

The software have some issue related to schedule task specially in end of week

ManageEngine ServiceDesk Plus Review

Opmerkingen: We cant run ICT support without this tool, its the core of our support system

Pluspunten:

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Minpunten:

Its more effective working alongside other zoho products which have to be purchased separately

Central and highly customizable ticketing system for the entire organization

Opmerkingen: Central and highly customizable ticketing system integrated with the monitoring OpManager system

Pluspunten:

Very simple and intuitive graphical user interface, highly customizable

Minpunten:

Notorious problems with application updates

One stop shop for ITIL based efficient Servicedesk

Opmerkingen: Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

Pluspunten:

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Minpunten:

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Review Manage Engine SDP

Pluspunten:

Easy to Use Easy to Setup customer-centric UI

Minpunten:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

Versatile tool with a lot of features

Pluspunten:

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Minpunten:

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Service Desk is good

Pluspunten:

Its good, easy to use, fast, functional.

Minpunten:

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

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

You are the beta tester

Opmerkingen: This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Pluspunten:

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Minpunten:

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

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.

Complex and probably more than we needed!

Opmerkingen: Indifferent. I am sure it works well for many, just was not a good fit for our use.

Pluspunten:

It definitely had a lot of capabilities but me and my team found it hard to navigate as well as hard to communicate with the Customer Service

Minpunten:

It was just very busy. Not very user friendly for our use.