ManageEngine ServiceDesk Plus Reviews

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

Comments: 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.

Pros:

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.

Cons:

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).

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Comments: 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.

Pros:

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.

Cons:

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.

Support is terrible

Pros:

Nice interface.

Cons:

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.

Great software, could use more features

Comments: 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.

Pros:

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.

Cons:

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 product for its money

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

Pros:

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

Cons:

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

Comments: 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.

Pros:

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.

Cons:

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

Organization improvement product : ManageEngine ServiceDesk Plus

Comments: We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

Pros:

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Cons:

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Manage Engine Service Desk Review

Comments: We used it as a ticket system for IT but overall did not like the experience.

Pros:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Cons:

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

A Reliable and Easy To Understand GUI

Comments: ManageEngine was so easy to setup and get onboard with. The easy to use GUI makes the transition from one software to another super easy. I'd like to think that our customer service has also improved as a result of it.

Pros:

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Cons:

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.

Intuitive ITSM Platform

Comments: Overall experience has been a positive one. IT related issues are much easier to address and remedy now.

Pros:

The software is easy to set up and implement.

Cons:

There was a bit of a learning curve for some o f the more esoteric features, but were still easy enough to comprehend.

One stop shop for ITIL based efficient Servicedesk

Comments: 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.

Pros:

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.

Cons:

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

Life changing

Comments: My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

Pros:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Cons:

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Servicedesk product at an affordable price

Pros:

The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.

Cons:

The interface could have been much much better. Adding of extendedattributes could have been made easier.

Basic Helpdesk Application

Comments: Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros:

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons:

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

The product has enabled us to more quickly and seamlessly provide support for our staff.

Pros:

Workflows for tickets such as automatic approvals for new hires by a hiring manager Multiple forms of entering a ticket (web, email, keywords in email) Replying to user within ticket for a seamless end user experience Separation of tasks within a ticket for different groups Management of our contracts with automated reminders Ability to import asset information and create relationships for identifying staff ownership of assets Easily create solutions that both end users and technicians can refer to Software is constantly being updated to meet needs of user base

Cons:

- Support can take a bit to get back to you on issues - It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

ServiceDesk Plus - Manage your Helpdesk with Ease

Comments: it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Pros:

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Cons:

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

Among the top

Comments: Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

Pros:

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Cons:

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Great ITSM Software with on-prem and Cloud options!

Pros:

ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

Cons:

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

Useful tool, but not great

Comments: 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.

Pros:

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.

Cons:

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.

Tracking Your Progress

Comments: Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for

Pros:

ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do

Cons:

I am not too fond of the general user interface but it gets the job done nonetheless.

ManageEngine Servicedesk Plus

Comments: Great for ticketing and asset management.

Pros:

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Cons:

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Tech support actually best part of the product

Comments: 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.

Great Tracking Tool and Self-Service

Pros:

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Cons:

The software is not the most intuitive and requires some training to really be able to navigate well.

Makes tracking our work easy and efficient!

Pros:

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Cons:

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.

It allows controlling the user and task requirements of the support analyst.

Pros:

The reports and graphics that can be generated and programmed.The collected information is easy to consolidate to generate the respective reports

Cons:

The search options are complicated. The interfaces between the systems screens are not very striking the analysts, maybe they can be improved in new versions.