We like mainly about this tool is GUI and ManageEngine EcoSystem to integrate with ManageEngine tools. The best part of this tool is we have own Asset list in ServiceDesk Tool. Automation and Service Portal to user can raise ticket. Review collected by and hosted on G2.com.

We have more customization required in ManageEngine Review collected by and hosted on G2.com.

It's designed using the best-practices in ITMS so you find it easy for your service desk team to get hands-on experience quickly then use it efficiently.

I used to do assets management (inventory management), it was really a great tool.

Reporting was so customizable and I extracted all the insights which I needed.

The layouts are user-friendly.

I mapped my problem management process into a pre-existing module, it worked very well.

User-access matrix is super easy to set and customizable to a very good level.

After sales support was very fast and efficient when I needed help. Review collected by and hosted on G2.com.

They should focus on all type of customers as when I tried to get a demo for another company I worked for, they were very slow and did not care much about my request after they might have known that I needed it only for 6 agents.

Price wise is a bit expensive even if you need it as a sole ticketing tool, unless you work for a big company, I found it's hard to convince the decision makers to spend this much on a ticketing tool. Review collected by and hosted on G2.com.

Detailed and easy to use with respect to configurations, Service Desk Flows, Managing Requests, Change, Incidents, Release, Projects, Purchase contracts etc. Review collected by and hosted on G2.com.

Their should be free simulation for all the available options not only demo portal. Review collected by and hosted on G2.com.

Service desk allows for users to easily submit tickets or bugs and then can be assigned accordingly based on area of expertise or bandwith. Allows to easily tracking where a ticket stands. Review collected by and hosted on G2.com.

Email notifications are very important when working on or submitting and ticket and if not submitted correctly it can be pretty easy to forget to add the email notifications. Also for each ticket or update there are several emails that go out to the emails on file to notify. It would be much easier to track if they were all combined into one email notification. Review collected by and hosted on G2.com.

I like that this product is free for up to 10 users, and very easy to customise.

I am able to set my own SLAs and add additional custom fields to my support requests to allow for better reporting.

I also like that I can set which fields are and are not mandatory upon resolution so I can ensure I am capturing suitable information for reporting, but can streamline to keep our process efficient.

Email integration was also very easy to set up. Review collected by and hosted on G2.com.

This app can run slow at times which impacts our business, specially when the entire support team require this to work.

The mobile app is not very user friendly and does not show enough information to give suitable monitoring from mobile which is a shame.

The dashboards are not very configurable and don't give many other options of views.

Reporting is complex to set up, but does work well. Review collected by and hosted on G2.com.

Important assist information and create relationship for identifying staff ownership of the assets easily creative solutions that both and users and technicians can refer to software is consistently being updated to meet needs of user base it is a very useful tools Review collected by and hosted on G2.com.

It can be difficult to get both analysis and service desk to communicate with each other we request assistance and it took a while for manage Engine to get back to us Review collected by and hosted on G2.com.

Manage engine is the one of the best service desk platform available in the market. It is very easy to to use if properly implemented. Both customer and services teams are benefited by its reporting and notifications Review collected by and hosted on G2.com.

User interface can be made more accessible.Appearance can be made more modern Review collected by and hosted on G2.com.

ServiceDesk makes it easy to manage and update tickets from a technician's view. The user interface is simple and responsive, which allows for quick usage. Review collected by and hosted on G2.com.

From an administrative view, ServiceDesk is not very featured. It is fairly simplistic and basic on features to make workload & automation easier. Review collected by and hosted on G2.com.

The ticket management system is fantastic and also boasts inbuilt asset management. Review collected by and hosted on G2.com.

The UI is very busy and has a lot going on, could be trimmed down for optimal experience. Review collected by and hosted on G2.com.

This is a great place to keep track of our assets. We have it connected to active directory, which really helps us get an overall view of our company Review collected by and hosted on G2.com.

The layout is a bit overwhelming. Things you need to get to are not clearly in the forefront. Review collected by and hosted on G2.com.