ManageEngine ServiceDesk Plus Reviews

Pros

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.

Cons

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.

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

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.

Cons

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.

Pros

Comprehensive solution: ManageEngine ServiceDesk Plus is a comprehensive software that provides organizations with a wide range of tools and features, including ticket management, asset management, knowledge management, and reporting.Efficient tracking: ServiceDesk Plus allows organizations to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps organizations to resolve requests in a timely manner and ensure that critical requests are addressed first.Improved communication: ServiceDesk Plus's ticket management system allows organizations to communicate with customers and other stakeholders throughout the ticket resolution process. This helps organizations to keep customers informed and to gather feedback on the service they received.Reporting and analytics: ServiceDesk Plus generates data on ticket management, which can be used to analyze request trends, service level agreements (SLAs), and customer satisfaction. This helps organizations to identify and address performance issues and to make data-driven decisions.Mobile Access: ServiceDesk Plus allows the users to access and manage the tickets through mobile devices, which allows them to access their data from anywhere and have more flexibility.

Cons

Limited customizability of workflows: ServiceDesk Plus may have a limited ability to customize workflows to match the specific needs of an organization, which can limit the efficiency of the system and restrict the ability of organizations to automate their processes.Limited integration options: ServiceDesk Plus may have limited integration options with other software, which can make it difficult for organizations to use ServiceDesk Plus as part of their overall IT strategy. This can limit the functionality and efficiency of the system.

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

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

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

It is very easy to implement, very friendly and out of the box "install and use"

Cons

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

Alternatives Considered

TeamViewer, Freshdesk and SolarWinds Service Desk

Reasons for Switching to ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL

Pros

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.

Cons

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.

Pros

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.

Cons

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'.

Pros

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

Cons

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

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

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

Incident management report which is very critical as being part of service delivery

Cons

Product support from vendor is not upto the mark

Pros

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.

Cons

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

Pros

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.

Cons

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

Pros

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

Cons

We cant add Video tutorials to our knowledge base

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

Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Cons

Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

Pros

Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system.

Cons

I don't have any cons for this software.

Pros

Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

Cons

High cost when inspecting other solutions that might bring to the table less features but cost less expensive.