ManageEngine ServiceDesk Plus Reviews & Product Details

I like working with ManageEngine ServiceDesk plus as it the best solution for ticketing system,

It cover all your need to fit in your working environment. I'm using it since 5 years, and i can say clearly it is powerful software for the tickting sytem, it contain asset discovery, projects, task, technicians, requester, work flow, change managment, and email notification. And this not all the feature it has more than this, i recommend it very much to replace any other ticketing system. The setup and use is easy. Support is fast and professional

Nothing to mention, it is great and professional application for ticketing system

I recommend this application very much you will be extremely satisfied

It is ticketing system, change managment, asset explorer, software license adding, workflow, projects and reports

For the most part, ease of use. We went with the Enterprise version and I have difficulty with using certain features (ie. Change Management & Projects), due to the amount of information to put in or my lack of experience in those areas. The collection of information in one interface is nice (ie. Requests, Solutions and Asset Management are the three main features I value most. The Service Request feature is great, many information choices available for tickets.

With the product, there's not much I don't like. I just wish I had more time to learn some features we purchased and put it to better use. What I use daily (Requests, Solutions and Asset Management), I like a lot.

We used the free edition for awhile. But, as our team grew and device count grew, as well as my responsibilities. The need for more features became necessary. If you're on the fence about going with ServiceDesk Plus, just try it free. You'll grow to love it.

Organization of requests, solutions and asset information. Before ServiceDesk Plus, we had no knowledge base and requests were handled mostly through emails that I was getting lost in. It was hectic and unmanageable. Now, my team relies on ServiceDesk Plus and about 95% of our customers (internal) place requests using ServiceDesk Plus. Which is much more manageable than email, phone calls and walk ups or "by the way"...

I love that Service Desk is more than just ticket management. It allows you to manage users, inventory, and projects. So I'd say one thing that I like the best about this is that the fact that it's multi-functional in it's use. It's extremely easy to use and integrates with Active Directory which is a huge plus. The ability to email from the application or from Outlook for instance and track correspondence is a nice feature as well. Overall I'm very happy with this application.

The ability to add custom triggers on ticket submissions. This feature is lacking. When someone submits a ticket that has specific keywords I would like the ability to customize replies from the system based on those keywords.

Or when I get assigned a ticket for instance I would like to setup custom replies from the application as well.

The ability to customize is not all there, but I have seen a lot of improvements in the most recent updates and I would imagine feature updates like this are coming soon.

They are on the upward swing with updates recently. I have been very satisfied with their support.

Computer management, warranty status, even the ability to print bar codes aside from the standard ticket system abilities makes this a huge win in my book.

Using this application allows us to manage our information technology team as well as keep our end-users updated on ticket statuses. The communication problems are always present in business environments. Service Desk steps in and helps by making it extremely easy to keep everything from users and inventory, to ticket status, and project involvement up to date so everyone can see and be a part of this.

The benefits from this are is that it reduces call volume are current tickets. People aren't calling to check on the status of their tickets as they can just login to Service Desk or check their emails to find out the status.

We have a ticketing system now! It's nice to have a central location for users to email and have it automatically generate tickets. I think the end users appreciate having an interface where they can see the status of issues that they've raised.

Not terribly intuitive. Need HTML email! My boss doesn't like the interface. Says that it's too busy and that it's just "too much". It would be nice if the automatic emails that get generated were a little prettier than just normal text. Maybe that's something that I'm just missing and can go back and explore further.

Useful product for any size business.

We started using ServiceDesk Plus about a year ago and have finally rolled out a ticketing solution to our users. It works well so far for us but the interface seems too busy and is not very intuitive for admins to navigate. It's nice to have one dashboard though for all of our department to see what issues are coming in rather than everyone just keeping their own handwritten notes.

SDP fits neatly into our budget and yet delivers features and functions that have transformed our support service delivery that would have cost us thousands more over the years that we've used this product.

Occasionally new releases have caused minor issues by creating new bugs or unexpected product behavior but the SDP support team is VERY responsive to these concerns and has minimized the impact.

SDP has allowed us to dramatically improve our service delivery through the use of SLA tracking, knowledge base features, live chat, and reports that help justify staffing levels and identify technology needs and trends throughout the organization.

SDP is the foundation upon which our department has been able to quantify the work being performed, justify staffing levels, and identify trends and strategic technology needs for the organization.

We utilise ManageEngine - Service Desk Plus not only within the IT department but also across the wider business. We find it a flexible tool to be able to log, track, maintain and report on incidents and issues.

It has a clean look & feel and is very intuitive.

Also when we have a technical issue we get a good response from the ManageEngine support team with a remote session quickly established if required

We are currently looking at their cloud based solution to replace the onsite server.

If i was looking for an area of improvement then sometimes we outsource some of the more intricate reports to our QlikView system - this allows drill down whereas the standard reporting within the system is sometime a little limiting

We have one platform for logging tickets & calls for multiple areas within the business. The system is used by IT - for the service desk... Facilities - For the building maintenance... Catalogue Teams - for logging and tracking changes to the catalogue and also Customer Services for customer enquiries etc....

We use ManageEngine for our I.T. Ticketing. It allows us to customize the ticket for a simple user friendly experience for the client. Where they can submit exactly which applications is giving them issues. As well as letting us know whether or not the internet is giving them problems. It seems to be a fairly stable application. We keep it updated and the recent patches are stable.

The only thing I would say I dislike about it, is that any issues with ManageEngine typically require a reboot which is not ideal during business hours.

The problems we are solving is, ManageEngine gives us a ticket service where someone can email Helpdesk and it will automatically add a ticket for helpdesk to reach out.

Good ticketing system that covers all bases and is customization some what.

Terrible update process. If you run out of license time, it is a huge pain in the butt to upgrade and get the database on the same level. Expect day of downtime for your techs. Also user responses when resolved closed/are bit confusing when sent to email. Doesnt have handling for tech to respond from their own email to a ticket, this would be a wonderful feature.

Look at all options on the market. Maybe there is a better designed UI for helpdesk software out there that is more intuitive and straightforward. We dont touch about 90% of the backend.

It solves the need for tracking user help requests. A service desk helpdesk solution that tracks user tickets and ties in nicely to LDAP in AD.

I love the ease of use. Many of the items are very intuitive and user friendly and don't require a lot of training to get up and running.

Some of the items don't apply well to our business and to my knowledge they are not removable. It would be great if these items could be turned off.

Carefully review all of the settings when completing the initial setup. This is key to get it up and running properly. If possible get someone well versed in the software to assist with the initial setup. It will make things much, much smoother.

We solved the big problem of being able to document our time and projects in a system that would easily allow our financial and operations team to pull it out, invoice customers and keep things organized.

The software is really smart. It is easy to pull information on scanned assets and see a quick summary. It is easy to see the history of an asset and what types of tickets have been created related to that asset. The software allows for a lot of customization. This helps cater the program to fit your own individual needs.

Since we are a small IT team, the product can also have too many features that make simple things seem like a daunting task. The software can also have glitches every once in while.

We have been able to track tickets in one place. We have also been able to assign users to specific assets. It becomes easier to track who owns or is connecting to specific assets. We also have a lot of computers and it helps the IT team know what software has been installed, how much RAM, model information, Service Tag info, etc. This has helped us keep this info centralized.

ManageEngine Service Support Desk is very easy to setup and deploy, as it offers out of box ITIL based workflows that can be adopted by any organization with little changes. Also it is very easy to develop workflows and implement ITIL practices as per your organization requirements.

There are some limitations like you cannot remove some fields in templates using drag and drop, some workflows are built in and its not easy to modify them. But these are drawbacks for grown up organization which are practicing ITIL workflows from years, as far as for organization new to ITIL practices it is blessing in disguise.

If your organization is new to service support and ITIL practices its one of the best product available in the market

ManageEngine is complete Service Support Solution thus it is supporting us all service and support related activities from ITIL help desk to ITIL workflows including change management, incident management, asset and configuration management, problem management, knowledge database and sla management etc

Being able to manage my tickets, peruse open tickets and creating tickets in a straightforward manner. I can also search for past tickets and in our setup, be able to utilize the assets tab to search for assets throughout campus that we have installed.

Too many clicks to get to where we need to go to. The search function, while much needed is also in bad need for a revamp as keyword bring too much generalization. No inbuilt chat function in the software. The now constant reminders of not claiming tickets that are unclaimed in the queue.

The mobile app for Android and iOS are nearly useless...the mobile site with "desktop site enabled" is a better bet.

If it is simple you are looking for, ServiceDesk Plus could be it. Needing a more fluid solution and you will need to look elsewhere for a help desk solution.

Fast and straightforward ticket resolution is the big thing for us. The ability to search for past tickets either in the current queue or on our archive...to note, searching the archive can be a bit daunting.

What I like about this application is its ease of use with very intuitive interface, and the flexibility to customize reports. I like that It also has an integration feature to send data over email, and we use that feature to bring over our tickets data to another system for incidents and requests analytics. The support staff is also very responsive our queries.

It would be desirable for ServiceDesk to have some youtube channels describing how to implement API integrations to 3rd party applications. This seems to be an area that needs improvement, to have a vibrant developer's community forum as well on extending the software.

I highly recommend this product for a cost-effective solution for support services. It does particularly well to channel requests and incidents for an enterprise's service management needs, with integration to email, extensive customizability of outputs, and excellent after-sales support.

We are using this system on a daily basis, and realize the benefits of on-time delivery of tickets, proper tracking of incidents and requests that comply with audit requirements, and have the ability to analyze historical trends using ServiceDesk as our frontline application to capture data.

ME isn't like other software that only works for service desk, I think that this is the best, because the name makes you think about only service desk, but the true is that you can check every detail of your devices, take the control of your inventory (not only for IT devices), there are a lot of reports, well, it's a wide software and I'm sure that the price is great, and I know that I haven't discovered all the functions

Nothing, I'm really happy me and my team think that it's a very complete software

Nothing, I think that you're doing a great job and even you are increasing your products

We took the control of the all the inventory, it was a disaster since we begin the operation. Now we can check if somebody has a not allowed software and our mail finally is free, before the employees used to send us the tickets by mail, but now we have ME and we can see all the tickets at the same time

The software is very easy to set up and maintain. It also had a lot of customizability for branding and making the ticketing system behave however you would like.

The documentation is a little bit sparse compared to other solutions, but their forums are pretty active so finding an answer to an issue often doesn't take too long.

I would recommend you take a little bit of time familirizing yourself with everything under the Admin tab. There are a lot of things that I spent time trying to figure out if Servicedesk+ had them and found out the functionality already existed.

We needed a helpdesk system that would allow us to divide our staff into teams that can handle their own issues but also collaborate on issues that concern the entire IT department. Servicedesk+ has allowed us to achieve this

I absolutely loved the licensing for this system. For a small business, being able to get advanced helpdesk functionality for free was absolutely budget saving.

Some of the maintenance screens are hard to figure out. Feels like a bit more than was needed was added to the system. Overall, its always my first choice and I have used it at 3 different jobs over 20+ years.

Just do it, you cant go wrong with free. Plus, all the features provided are those of a higher end system. We really like how easy the interface is to use.

Servicedesk solved our need for a helpdesk system without breaking the bank.

ManageEngine provides frequent updates and enhancements to ServiceDesk Plus. They also publish a "roadmap" so you can see what enhancements they are working on. It is fast, intuitive, and provides a broad collection of tools to manage all aspects of the help desk. This includes template-driven ticket creation, asset management, change management, solution database, PO tracking, built-in help desk satisfaction survey, as well as support for project tracking.

The survey tool is a little inflexible (can't change the order of the responses). The project tool could be a little more powerful if it allowed imports from Excel or other flat file.

It's a solid tool that is actively supported. Negotiate as there may be some flexibility in the pricing model.

Tracking of IT support performance along with purchase tracking were two areas of focus, and we have seen improved compliance of tracking support tickets, along with more control over the purchase process.

The tool is relatively easy to set up and does not necessarily require external consulting.

Because it is a standard tool, it is sometimes difficult to get customized features, or it takes long before the features become available.

Making sure you understand which part of the setup is system wide, because it might be hard to change that later, without having a major impact for all teams using the tool.

We are gradually moving all support teams to SDP in order to improve the communication (avoiding media breaks between different support tools) and in order to have a uinque source for reporting (avoiding having to manually consolidate reports from multiple sources);

All we need within one software : Helpdesk, inventory, reports, problems and solution management. Software is very responsive and its support team is also excellent. The software also feature a project management section, a contract support section and a purchase module. We use it for our helpdesk : opening a request is fast and efficient and it's easy to forward it to concerned people. You can configure automated emails which are sent to the users and keep them informed about the status of their request. About the inventory module, you can add personnalized fields to keep the informations you need. Doing search in requests or inventory is also very easy and it brings accurate results.

Nothing special, we almost never experience bugs and when sometimes there is an issue, it is quite quickly resolved. Sometimes, software updates are bringing new problems but almost always, it's fixed in the next release.

You should give it a try. Easy to setup, easy to use !

Our call center people and IT technician are using it everydays to manage all assets (hardware and software) and all the support calls.

Very easy to install and immediately you will have, ticketing tool, with problem change asset and knowledge management. Cheaper then other product and can expand its functionality using Python, java to run customized scripts and automate processes. You can integrate with Desktop central and automate account creation in AD. You can integrate with ME analytics and manage KPI

it doesn't have release management, OLA management, major incident management, proper communication tool to send #1 #2 updates and this tool needs a niche skills to maintain, average IT cannot administer it.

Problem requests interface is not flexible as incident and change requests are.

Only documentation are not straight forward, instructions are written for the developer himself not for humans to read and follow.

Automate service requests,

Stream line change management with business requirement

reduce number of incident by implementing problem management process.

manage SLA between support teams.

I like the product as a whole. It has a lot of features that some of the others charge you even more for. In addition there is a option for either on-site install or cloud based install. Overall this is a feature rich application that doesn't break the bank.

At times the support can take to long to respond, but overall nothing.

They give you a free trial. Use it, you will like the product.

We needed a ticketing system to keep track of user issues, in addition we wanted to be able to integrate to AD and keep track of inventory. This product answered that call in spades.

Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing.

The initial set up of the system does take a lot of diligence and time but this is not necessarily a bad thing if you want to get things right and organized.

Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing.

Being able to track every aspect of an issue and metrics provide very good measure of success.

The only thing that I would say is good about Service Desk Plus is the speed of the application. One thing that is good about Service Desk Plus is the ability to import asset tracking into the system

There are many features I think could be improves upon, I am biased because the previous ticket system had everything we needed but it was slow and crash constantly. We also couldn't import assets into the system for tracking,

I would recommend a side-by-side comparison between your current ticket system and Service Desk Plus and determine what is vital and what is not necessary.

The primary use of Service Desk Plus is the ticketing system aspect that is used by our Service Desk to create and send tickets to support.

ManageEngine does a wonderful job pushing out software like SketchUp or doing a running inventory of software on users computers. It's fairly easy to set up and can quick push out software to multiple users at once.

In some cases I have had ManageEngine reboot a users machine (when I attempted to install AutoCAD) even though I specifically asked it not to allow rebooting. This can really cause trouble when a user's computer shuts down without any notification.

This software can certainly help you manage multiple users on a network - in our case we have 100+ users to manage.

It has made my deployment of software much more effective and it runs silently so the user is not bothered by a required reboot or anything difficult.

It's a complete solution. It has a front end that end users can understand easily, making it effortless to log into the application to view their submitted tickets. It has everything the technical team needs to do their jobs efficiently. It even has a work timer, which is not a common feature in service desk applications.

Viewing a certain technician's tickets should be easier than setting up a ticket group filter and having to find them that way. It takes a few extra steps compared to other programs like CA Service Desk. Very minor gripe in the big picture though. Reports for work timers don't always seem to be accurate if entering time on a ticket that was previously worked on.

Train end users on benefits of using the system early on. Encourage early adoption and show how it can make task workflow easier on everyone. We didn't start doing this until the technical team had fully adopted it, and it was slow progress from there.

This is our centralized asset management tool, which used to be managed in Excel/Sharepoint. This gives us granular control over what data is stored in relation to each asset, and makes it easy to distribute equipment and track it during its lifecycle. We can also manage IT contracts for software that we would normally have to maintain ourselves. This feature lets you know when something is coming up for renewal before it's time to scramble.