ManageEngine ServiceDesk Plus

PROS & CONS

What are the best aspects of this product?

Managing tickets is as easy as 1, 2, 3 with ManageEngine ServiceDesk. It is great that I can check previous tickets for ideas or answers because they allow us to work faster. I also enjoy using the assets tab in checking what we have installed on our campus.

What aspects are problematic or could work better?

It takes too many clicks to find the tool or the window that we need. The search function is outdated as well because it is not as helpful as we need. Plus, the mobile app is not the best. The better bet is to work on the mobile-adapted website. Moreover, the incessant reminder to claim tickets from the queue is annoying.

What specific problems in your company were solved by this product?

Prompt and accurate ticket resolution is our goal and ManageEngine ServiceDesk helps us in that regard. The ability to search for answers in past tickets is especially helpful in achieving our goal.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

ManageEngine ServiceDesk is a multi-faceted platform. While it is mainly used for ticketing, it has tools and features that enable us to manage users, assets, and projects. The user management aspect is awesome because we can integrate it with Active Directory to save time. Emailing is also a breeze, whether done in the software or in Outlook. Overall, it is a simple and easy-to-use application that smooths our ticket management.

What aspects are problematic or could work better?

It would be a nice idea if the software's capability to have custom triggers on ticket submissions has more room for flexibility. What I really want to happen is for the tickets to be organized according to the keywords detected. Additionally, customization is not the best but it looks like the vendor is working hard on it.

What specific problems in your company were solved by this product?

Our IT team is having a less challenging time resolving and managing tickets with ManageEngine ServiceDesk. It is a plus as well that end-users have a portal where they can keep track of their ticket submissions. Also, everything is updated and easily visible to everyone so communication problems are all set. But the biggest benefit is the reduction of tickets and calls since people can simply check their accounts or emails for updates.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

ManageEngine ServiceDesk is our go-to for gathering data about issues. We like it because it has a simple layout that enables our client to send tickets immediately. Apart from that, the solution assists them in finding ways to solve their internet problems. We can also be sure of the security and the stability of the solution because of the regular patches and updates.

What aspects are problematic or could work better?

There are times when we run into technical errors with the software. To resolve them, we have to restart each time and it is not a great idea during business hours.

What specific problems in your company were solved by this product?

Everytime we receive a helpdesk email, ManageEngine ServiceDesk transforms it into a ticket automatically.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It did not take long for ManageEngine ServiceDesk to be configured and implemented across the board. It is a highly flexible platform that can support numerous teams dispersed throughout multiple sites. Because of that, each group can have their own custom workflows. Everything assists us in working quickly and the time logging makes us more efficient.

What aspects are problematic or could work better?

There are moments when the software has errors out of nowhere. It would be nice if the configurations are set for optimal use from the get-go so we do not have to waste time finding the right mix. Also, the user experience is not the best. Updating it would be a good move.

What specific problems in your company were solved by this product?

I work in a multi-national organization. ManageEngine ServiceDesk has allowed different support teams across the globe to have a singular platform for managing issues. What's more, it has helped us in determining where we need training and improvement.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

ManageEngine ServiceDesk is an economical yet feature-rich ticketing management system that integrates asset management and knowledge management. It is easy to deal with from the get-go. It is also flexible, as you can extend its capabilities using Python and Java. What's more, it can connect with Active Directory. With such extensibility and integration, its processes can be automated.

What aspects are problematic or could work better?

There are major features that this software does not have such as incident management and communication tools. The documentation is not even clear on how to maximize the solution because it's as if it's written for developers only. Also, the ticketing interface is not flexible.

What specific problems in your company were solved by this product?

We use this to automate requests and to fulfill business requirements. It has been advantageous in fulfilling SLAs as well.

Are you a current user of this product?

Yes