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 software, could use more features

Comments: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

Pros:

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Cons:

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Alternatives Considered: ServiceNow

Reasons for Choosing ManageEngine ServiceDesk Plus: It didn't have all the functionality or updated UI we were after.

Switched From: Spiceworks

Reasons for Switching to ManageEngine ServiceDesk Plus: Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason.

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.

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Comments: Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Pros:

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Cons:

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Great product for its money

Comments: Overall this product is really well made and compared to its competitors is really well priced.

Pros:

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Cons:

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Alternatives Considered: Spiceworks, SysAid, TOPdesk, Freshdesk, JIRA Service Management and System Center

Reasons for Choosing ManageEngine ServiceDesk Plus: this product was a better fit for the organization.

Switched From: Zendesk Suite

Great ticketing system for helpdesk

Comments: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros:

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons:

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

A basic Helpdesk software

Comments: I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets.

Pros:

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

Cons:

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

Alternatives Considered: Zendesk Suite

Reasons for Switching to ManageEngine ServiceDesk Plus: It was cheaper and seemed to do the basics we needed it to.

Manage Engine Service Desk Review

Comments: We used it as a ticket system for IT but overall did not like the experience.

Pros:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Cons:

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

Sdplus is a fantasitic IT ticketing system at a great price.

Comments: Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

Pros:

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

Cons:

There are so many features, initial setup can take a while to configure everything.

Excellent ITIL Ticket management tool free for 5 Technicians

Pros:

Excellent ITIL Ticket management tool free for 5 Technicians

Cons:

Need to pay extra for additional technicians other than 5

One stop shop for ITIL based efficient Servicedesk

Comments: Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

Pros:

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Cons:

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Life changing

Comments: My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

Pros:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Cons:

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Alternatives Considered: Spiceworks

Reasons for Switching to ManageEngine ServiceDesk Plus: [SENSITIVE CONTENT HIDDEN] had the final say

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.

You are the beta tester

Comments: This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Pros:

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Cons:

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Review Manage Engine SDP

Pros:

Easy to Use Easy to Setup customer-centric UI

Cons:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

Alternatives Considered: Jira

Reasons for Switching to ManageEngine ServiceDesk Plus: Arabic language support

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 Plus

Comments: I've read a lot of reviews where customers complain about ManageEngine's customer service and it really isn't as bad as everyone makes it out to be. Yes, sometimes we need to wait for a solution but we aren't the only customer they have either. They usually get back to us sooner than later and the technicians are friendly and helpful.

Pros:

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Cons:

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

Versatile tool with a lot of features

Pros:

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Cons:

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

The AIO Servicedesk Solution

Comments: as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Pros:

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Cons:

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

I have been using it for the past 8 years

Comments: Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!

Pros:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

Cons:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

Comments: As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Pros:

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Cons:

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

One of the top helpdesk ticketing platforms.

Pros:

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

Cons:

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.

Great Tracking Tool and Self-Service

Pros:

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Cons:

The software is not the most intuitive and requires some training to really be able to navigate well.

Makes tracking our work easy and efficient!

Pros:

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Cons:

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.

A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost.

Comments: All around tracking for my helpdesk ticketing

Pros:

Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

Cons:

High cost when inspecting other solutions that might bring to the table less features but cost less expensive.