ManageEngine ServiceDesk Plus Reviews

A complete, easy to deploy and use, customizable service management solution

Comments: We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

Pros:

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

Cons:

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

Alternatives Considered: Spiceworks Cloud Help Desk, SysAid, ServiceNow and osTicket

Reasons for Switching to ManageEngine ServiceDesk Plus: Completeness of functions, ITIL orientation, ease of 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 Cloud Help Desk

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.

ManageEngine ServiceDesk Plus/ Trial

Comments: it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services

Pros:

Can be implemented much more easily than other services

Cons:

-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Alternatives Considered: Jamf Pro and Microsoft Intune

Reasons for Switching to ManageEngine ServiceDesk Plus: Easy to use and very comfortable

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.

Great for SMB but future growth needs to be considered

Comments: Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.

Pros:

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons:

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

Alternatives Considered: Freshdesk, Intercom and Zendesk Suite

Reliable and Expressive

Comments: It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

Pros:

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.

Cons:

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

Alternatives Considered: SolarWinds Service Desk and ServiceNow

Reasons for Choosing ManageEngine ServiceDesk Plus: Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on.

Switched From: Freshdesk

Reasons for Switching to ManageEngine ServiceDesk Plus: Cheaper, better, reliable, customizable and product support is great.

Great (not only) IT servicedesk tool

Comments: Decent tool - very powerfull - would recommend 10/10 - great support

Pros:

flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.

Cons:

with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)

SD+ as a helpdesk tool

Comments: Overall, a good product in a sea of expensive options.

Pros:

Setup many years ago, and still in use today. Does all the tasks we require.

Cons:

Can be a bit of a burden to update with only command line automated options.

ManageEngine ServiceDesk Plus: The ultimate solution for all IT Organization's Needs!!

Comments: Service Desk plus emphasizes on ease of use, flexibility, and efficiency in managing IT services and infrastructure. Service Desk plus provides wide range of automation and integration capabilities. The platforms versatility in interacting with various internal and external systems makes it a useful tool for companies looking to optimize their IT operations.

Pros:

1. ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control). 2.Service Desk Plus offers the feature of analytics plus for customizable dashboards for better data visualizations and decision making.

Cons:

1. Cost can be lower. 2.TAC Team support can be improved.

It did its job

Pros:

It was very easy to use and build workflows.

Cons:

The inability to incorporate other applications into it.

Essential to have IT culture - Following ITIL recommendations

Comments: Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

Pros:

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Cons:

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Central and highly customizable ticketing system for the entire organization

Comments: Central and highly customizable ticketing system integrated with the monitoring OpManager system

Pros:

Very simple and intuitive graphical user interface, highly customizable

Cons:

Notorious problems with application updates

Alternatives Considered: JIRA Service Management

Reasons for Choosing ManageEngine ServiceDesk Plus: There are no more advanced options in OTRS

Switched From: OTRS

Reasons for Switching to ManageEngine ServiceDesk Plus: Integration with the monitoring system

The future of service Desk

Comments: Great solution to seamlessly manage tickets with reporting that is comprehensive.

Pros:

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Cons:

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Alternatives Considered: Freshdesk

Reasons for Switching to ManageEngine ServiceDesk Plus: Great Integration capabilities

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 Cloud Help Desk

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

ManageEngine has Streamlined our Helpdesk!

Comments: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros:

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons:

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

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.

Impressive Value

Comments: Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

Pros:

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Cons:

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

ManageEngine Service Desk Plus - Great helpdesk solution

Comments: We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Pros:

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Cons:

There is nothing really we have not liked so far with the product.

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.

Under Utilization Of Tool And Almost No Support From Vendor

Comments: The tool provides with various features of which we at our company are using only Incident Management & Change Request Feature, there are other various features which are available like Asset management, but since there is no one from support team working or timely feedback taken from customer for improvement the tool is very much under-utilized.

Pros:

Incident management report which is very critical as being part of service delivery

Cons:

Product support from vendor is not upto the mark

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

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

A Reliable and Easy To Understand GUI

Comments: ManageEngine was so easy to setup and get onboard with. The easy to use GUI makes the transition from one software to another super easy. I'd like to think that our customer service has also improved as a result of it.

Pros:

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Cons:

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.