ManageEngine ServiceDesk Plus Reviews

Pros

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Cons

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Pros

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Cons

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

Alternatives Considered

ServiceNow Customer Service Management and Zendesk Suite

Reasons for Choosing ManageEngine ServiceDesk Plus

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Switched From

FootPrints

Reasons for Switching to ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

Alternatives Considered

ServiceNow Customer Service Management and ConnectWise ScreenConnect

Reasons for Choosing ManageEngine ServiceDesk Plus

The Jira was an on-premis system that was getting old.

Switched From

Jira

Reasons for Switching to ManageEngine ServiceDesk Plus

There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.

Pros

Easy to setup and get started, mostly conforms to ITIL standards

Cons

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

Alternatives Considered

Freshservice and SysAid

Reasons for Choosing ManageEngine ServiceDesk Plus

Limited functionality and was unstable

Switched From

Spiceworks

Reasons for Switching to ManageEngine ServiceDesk Plus

Best combination of price, configurability, usability

Pros

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Cons

Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.

Pros

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Cons

Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!

Alternatives Considered

TOPdesk

Reasons for Switching to ManageEngine ServiceDesk Plus

Topdesk is much more complex, updating is hard, more expensive and not as user friendly!

Pros

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

Cons

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

Alternatives Considered

Zendesk Suite

Reasons for Switching to ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.

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

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

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.

Pros

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Cons

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Alternatives Considered

Freshdesk

Reasons for Switching to ManageEngine ServiceDesk Plus

Great Integration capabilities

Pros

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Cons

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Pros

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Cons

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

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.

Pros

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Cons

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Pros

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Cons

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

Pros

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.

Cons

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.

Pros

It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.

Cons

Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.

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.

Pros

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

Cons

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

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.

Pros

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

Cons

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

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.

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.