-Easy to setup

-Robust APIs

-Easy integration with 3rd party services

-Intuitive Ui, Easy escalation, and request reports

-Role-based user management Review collected by and hosted on G2.com.

- Has lots of features to offer. A bit of learning is required

-Reporting can be limited Review collected by and hosted on G2.com.

It's a very configurable product with a tonne of features which can create almost infinitely varied features for incident and service requests, and has some good end-user portal functionality. Review collected by and hosted on G2.com.

While it's very configurable, getting it setup to work as you'd want a basic service desk product to work requires a LOT of effort and there's a lot of complexity because of how configurable it is. There are some minor functionalities/features that are still absent which you'd just expect in a service desk product which is frustrating - but often the ability to tweak and configure and customise means there's a workaround. Review collected by and hosted on G2.com.

This ITSM product is very useful for ticket management SLA processes. In addition, the inventory process in companies can be managed through this interface. It can also assign added inventories to active directory users. Review collected by and hosted on G2.com.

When an LDAP connection is made, one of the users has a embezzled inventory, if the user closes, the inventory is wasted and no notification is received. It's getting harder to keep track of it. Review collected by and hosted on G2.com.

ManageEngine ServiceDesk Plus helps in a way to increase productivity, time management, and fast actions but with total client or customer satisfaction. Review collected by and hosted on G2.com.

I think there's no bad part in ManageEngine ServiceDesk Plus since I'm exploring it more and I hope my employer considers this as a tool to provide better services to more clients. Review collected by and hosted on G2.com.

the software is simple yet robust, administration is for the most part set and forget. especially user/technician management and integration with other ManageEngine apps is a breeze, most of the app is a set and forget solution, there isnt too much that needs to be done on the admin side unless you start looking into automation Review collected by and hosted on G2.com.

the learning curve is deceptive, you think you understand how the app works and then you gotta reach out for assistance to find out you need to know API connections and launch the website with developer tools to pull hidden fields, and items that should be basic have a roundabout way of being done, for example, we have a monthly ticket that reoccurs the 3rd weekend of the month, but you cant have ticket creations occur on schedules, so you instead have to create a template, then have an automated trigger that creates a ticket from the template on the set schedule - so it adds a layer of complexity, that seems needless to me Review collected by and hosted on G2.com.

It's flexible since it can exist in an on prem and cloud version. Depends on the appetite and customization and support needed by the company. Has a lot of easy integration points with popular collaboration tools such as M365. Review collected by and hosted on G2.com.

There is a delay on patches and updates on the on prem version as compared to the cloud version. Reports customization is not easily done and need help from support. Review collected by and hosted on G2.com.

The ticketing system integrates well with Microsoft 365 so your user accounts are synced daily. The Asset system for computers is nice to have so you can assign the computers to the users that have those computers. Email integration works very well for email-based ticketing and communication with staff about their issues. It ticks all the boxes on what you need from a help desk ticketing system. Review collected by and hosted on G2.com.

It would be nice if there was an agent to put on computers for system reporting to the help desk. Alongside that, it would be nice if there was remote control integrated into the help desk system agent if there were one. Endpoint Central has this agent with remote control integration, but adding that to the Help Desk would also be nice to have as well. The Purchase orders side of the system is a PITA. The on-prem version is nice. You fill out the PO, and it adds all the things you added in the PO to the system so they're there the next time you might order the same things. The Cloud version is the opposite. You have to manually add all the information about a product you are going to purchase before you can add it to the PO you are putting in the system. It makes it the worst part of the system to use. Review collected by and hosted on G2.com.

All in one place

reports

incidents management

and other things Review collected by and hosted on G2.com.

I did not dislike any thing in this software every thing is perfect Review collected by and hosted on G2.com.

I like Service Desk plus because everything is already easy to configure according to the needs of the organization. Review collected by and hosted on G2.com.

What I do not like about Service Desk Manage Engine is that the manufacturer's support in my case does not offer it in Spanish, in my case I am from Latin America and I am not very good at English. Other than that, all the features are very good. Review collected by and hosted on G2.com.

The layout design and the ease at which I can create ticket workflows and rules. Review collected by and hosted on G2.com.

AD sync and replication were initially an issue.

Incorrect data pulled for reports. Review collected by and hosted on G2.com.