ManageEngine ServiceDesk Plus Reviews

My experience has been amazing and productive

Comments: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Pros:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Cons:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Alternatives Considered: JIRA Service Management and Zendesk Suite

Reasons for Switching to ManageEngine ServiceDesk Plus: Looking at other alternatives, this product is the most convenient to use.

Great for SMB but future growth needs to be considered

Comments: Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.

Pros:

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons:

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

Alternatives Considered: Freshdesk, Intercom and Zendesk Suite

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.

SD+ as a helpdesk tool

Comments: Overall, a good product in a sea of expensive options.

Pros:

Setup many years ago, and still in use today. Does all the tasks we require.

Cons:

Can be a bit of a burden to update with only command line automated options.

Robust, easy to use, fully-featured IT Help Desk software

Pros:

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Cons:

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

It did its job

Pros:

It was very easy to use and build workflows.

Cons:

The inability to incorporate other applications into it.

ManageEngine ServiceDesk Plus/ Trial

Comments: it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services

Pros:

Can be implemented much more easily than other services

Cons:

-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Alternatives Considered: Jamf Pro and Microsoft Intune

Reasons for Switching to ManageEngine ServiceDesk Plus: Easy to use and very comfortable

ManageEngine ServiceDesk Plus: The ultimate solution for all IT Organization's Needs!!

Comments: Service Desk plus emphasizes on ease of use, flexibility, and efficiency in managing IT services and infrastructure. Service Desk plus provides wide range of automation and integration capabilities. The platforms versatility in interacting with various internal and external systems makes it a useful tool for companies looking to optimize their IT operations.

Pros:

1. ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control). 2.Service Desk Plus offers the feature of analytics plus for customizable dashboards for better data visualizations and decision making.

Cons:

1. Cost can be lower. 2.TAC Team support can be improved.

My experience with ManageEngine ServiceDesk

Comments: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Pros:

What I like most is creating different user groups with different roles.

Cons:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

Keep Track of Issues

Pros:

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Cons:

The UI of the application can be improved so it can become more user friendly

Alternatives Considered: ServiceNow Customer Service Management

Best Servicedesk Product EVER!

Comments: I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!!

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!

Excellent tool to start operating a service desk to align with ITIL

Comments: The solution is very easy to deploy, operate and manage, and it is also ready to install and use. It is required to have basic knowledge in the administration of help desks to be able to administer correctly.

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 Remote, Freshdesk and SolarWinds Service Desk

Reasons for Switching to ManageEngine ServiceDesk Plus: The cost is within budget and the functionalities are aligned to ITIL

ManageEngine Service Desk review

Comments: A very good experience helped me alot with inventory

Pros:

Ticketing system is top and every aspect is covered

Cons:

A little difficult to implement for beginners

Alternatives Considered: Zabbix

Reasons for Switching to ManageEngine ServiceDesk Plus: Easier and more rich and customer support

Great value for money and after-care

Comments: Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform.

Pros:

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Cons:

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

User-Friendly ITSM Solution

Pros:

Easy setup, multifunctional, customizable, and excellent for streamlining ticketing, change management, and inventory tracking.

Cons:

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

"The Best HelpDesk Managing System"

Comments: ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with ManageEngine ServiceDesk Plus.

Pros:

There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext.

Cons:

There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner.

ServiceDesk Plus ManageEngine

Comments: 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.

Impressive Value

Comments: Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

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.

Best Service desk Software

Comments: We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

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)

ManageEngine has Streamlined our Helpdesk!

Comments: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros:

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons:

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

It´s a great product helps me keep all my issues with customers organized

Comments: its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

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

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.

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.

ManageEngine ServiceDesk Plus (MSP)

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.

The future of service Desk

Comments: Great solution to seamlessly manage tickets with reporting that is comprehensive.

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