ManageEngine ServiceDesk Plus is the best ticketing/IT Helpdesk tool I have used till now. The UI is good which attracts the user to work comfortably while using the Application.

It covers many modules like Request Management, Problem Management, Change Management, Release Management, Asset Management, CMDB etc. all in one which fulfills the need of the customer in one tool itself. They also provide customer services for Implementation & POC.

It helps us keep records of incidents occurring/services provided in the organization. It has third-party integration which is very beneficial to the customers based on Application.

All the modules are simple & best to use by the user as compared to other IT Helpdesk tools. The ServiceDesk Application is user-friendly to use in a company/organization. The services provided by the ManageEngine team for this application are great & beneficial for the customers.

We can use this Application for our environment on a daily basis to keep the records & also to resolve the issues of the requesters. Review collected by and hosted on G2.com.

Sometimes there are bugs in this Application, but the Technician or Developer provides solutions for the issues asap.

If there are no permanent solutions, they provide a workaround for specific issues or resolve the issue in the latest build.

Every Application has drawbacks, but how they resolve the issue is important. They provide the best customer service. Review collected by and hosted on G2.com.

I like that ServiceDesk Plus is easy to use and navigate. It has helped streamline our IT service management processes and improved our overall efficiency. Review collected by and hosted on G2.com.

ManageEngine ServiceDesk Plus can be limiting for complex automations and customizations, making it less suitable for highly specialized needs. Review collected by and hosted on G2.com.

I can create and use custom templates when creating a work order. ServiceDesk integrates well with Desktop Central. I can assign a user to a specific workstation in ServiceDesk and link it to Desktop Central. When a technician clicks on the icon to remote into the workstation through ServiceDesk, it will open up Desktop Central, provided the user is logged in. The technician will then be remoted into the workstation.

Weekly reports are easily generated and helpful in our weekly huddle. The ServiceDesk interface is very user friendly and easy to teach our technicians to use. Review collected by and hosted on G2.com.

Sometimes I am logged in as the incorrect user and have to log out of the application. Needs authentication implementations like Desktop Central. Main issue is security. Review collected by and hosted on G2.com.

ManageEngine is user friendly and very easy to use. Price point is lower compared to its competitors. Review collected by and hosted on G2.com.

ManageEngine is sluggish at times. Less features than its counterparts. Review collected by and hosted on G2.com.

Ease of use, has many built-in modules, integrate with office 365, has many built-in reports and customizable reports. Good customer support team. Easy to implement rules. Review collected by and hosted on G2.com.

It is a great product for small to mid size companies. Assets module is a real challenge in configuration. On-prem version stuck quite often, so recommend to go for a cloud version. Review collected by and hosted on G2.com.

I like how we can create a ticket for very complicated concerns and have a specialist care of it. But what I love most about manage engine is our access to our company policy documents. Whenever I have some clarification about my benefits, I check it first before asking my manager. Review collected by and hosted on G2.com.

I don't have any at the moment. I hoped there was proper training on using all of its features or maybe a guide has been provided. This would help to make sure we don't make unnecessary mistakes. Review collected by and hosted on G2.com.

The way it organizes ticket information for our IT helpdesk/service desk is very useful for our tech team. Simple interface to work with and a plethora of features available to add/remove importance field needed to get the job done. Review collected by and hosted on G2.com.

SSO Authentication on the portal sometimes causes trouble and logs out for no reason. There's a lack of training to use the plethora of features made available with the product. Review collected by and hosted on G2.com.

It tries to be a jack of all trades, as it has a lot of features that combine into the ticketing system a few that we haven't even gotten a chance to try out or use. We just use the main ticketing feature along with checklists, automated monthly task listing, and a knowledge base. The ticketing system works well, its just a little quirky. Review collected by and hosted on G2.com.

What we dislike the most about it is that administration is a pain. Like all Manage Engine products the upgrade process is the smoothest and the integration with their other products is just a link to the splash page of said product. It could integrate their products better. Review collected by and hosted on G2.com.

Very useful and user friendly environment. Infra teams are using this product to get alerts based on their requirements and based on incidents that happen. Support teams work based on tickets. Review collected by and hosted on G2.com.

As of nothing, but recommending to increase chat support members on holidays. We wait sometimes to get support during holidays, sometimes issues occur due to critical updates. Review collected by and hosted on G2.com.

Good user friendly tool to manage support tickets Review collected by and hosted on G2.com.

create Business rules incase of exception conditions Review collected by and hosted on G2.com.