About ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus pricing
ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$120.00/year.
Alternatives to ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus Reviews
Feature rating
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
ServiceDesk Plus ManageEngine
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.
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
A very customizable ITSM tool
ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.
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.
Reasons for Choosing ManageEngine ServiceDesk Plus
The interface of ServiceDesk Plus is most friendly for the end users and technicians.Switched From
FootPrintsReasons 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.- Industry: Management Consulting
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Lots of useful features; But counter-intuitive and clunky overall
We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Review of ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an exceptional IT service management software that offers a wide range of tools and features. The ticket management system has been particularly useful for my organization, as it allows us to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps us to resolve requests in a timely manner and ensure that critical requests are addressed first.Additionally, ServiceDesk Plus's improved communication system allows us to communicate with customers and other stakeholders throughout the ticket resolution process. This helps us to keep customers informed and to gather feedback on the service they received.
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.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
User Experiance
Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
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.
