ManageEngine ServiceDesk Plus Reviews

We use this solution for our help desk, and for change management.

This solution has provided a way to manage request tracking and resolution.

The most valuable feature is the tracking of service requests.

Improvement is needed in the Software Assets Management functionality.

ServiceDesk Plus is good to support internal IT help desk systems, external customer support systems, and request management within the company. 

ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests. We started by using the free version (limited technicians), and now we use the professional edition with the asset management functions.

• Request management
• SLAs
• Business site

We not only handle tickets, but also requests from many departments. All are easy to manage.

For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.

no

We handle a lot of users, and it's still stable

easy to contact

We used open source ticketing, with limitation and need to enhance, so we migrate to servicedesk plus

no, very simple

inhouse team

2 years

we implement the on premise servicedesk plus because it's affordable

We install and implement ServiceDesk Plus for various industries, starting from common enterprises up to IT companies running data center services. They are happy to use SDP, even the standard version, with Service Catalog add-ons.

ServiceDesk Plus with Service Catalog and Project Management add-ons are a good place to start for companies wanting to use it. 

Service Catalog and Project Management are awesome features. Customers love them because they are easy to use, simple to install, and we set them up quickly too.

People ask to implement the product not only for their IT help desk, as we do that, but also for HR and general affairs, allowing them to use SDP for their services.

No issues.

No issues.

Some customer used LANDESK solutions, but since the reporting function was too complicated, they switched to ServiceDesk Plus.

The initial setup is very simple.

Two years.

The prices are attractive. Customer can use a subscription if they do not have enough budget.

Ticket logging, ability to customize as per the organisation's needs.

We have been able to track issues, get metrics of the technical staff.

Automation.

12 months.

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

Ours is a small setup with just three technicians, so scalability is not much of an issue.

We are using the free version and there is no customer service with it.

Straightforward.

We implemented and customized it in-house.

Yes. We tried Atlassian JIRA.

This product is quite flexible since the admin is able to add or change templates and add as many (sub) categories as necessary to get a good overview of all assigned tickets.

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

None whatsoever.

I've used it for six years.

No issues encountered.

No issues encountered.

No issues encountered.

8/10. They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues.

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

Just click and install.

Just downloaded from manageengine.com, implemented, and configured myself.

SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations.

This product is our helpdesk solution and we use it for call logging and management.

The most valuable feature is its ease of use.

The documentation could be improved.

We have been using ServiceDesk Plus for almost one year.

This is a stable product.

I have not been in contact with technical support, although my understanding is that it is fine and we are satisfied with it.

In summary, this is a good product and I recommend it.

I would rate this solution an eight out of ten.

We have a toll free number for our company, customers call us and ask about their problem. We issue the ticket to the customer as well as our local internal team. Then after the team tickets the number and the particular client coded up. We resolve the issue and after the issue is resolved we close the ticket. This is our main mode of operation. When we go through the audit, the company requires that all of these tickets require the solution. That's why we use this application. Mainly for auditing purposes for this application.

The main benefit we see is in the performance appraisals. This is a benefit for our engineers and our team. We then take up a particular engine to see how long they take. The performance is what the solution provides.

We improve day by day with this solution. Initially, mistakes took four hours time, now they can be completed in one to two hours. This is an improvement. We look at the performance, how long tickets will be opened for, after that how long it takes to close the tickets. This is the main focus for how we are working to provide the best services to our clients. This is the main feature of this application.

The most valuable features are project management, change management, and the flow according to the mail chain. 

They could improve the screens. 

I would rate this solution a nine out of ten. 

It's easy and useful for help desks and IT departments. It is user friendly, and made it easy to add roles, users, and groups.

It filled the gap between users, first line support, and managers easily. I synced it with our Kerio mail server, so end user support could find out and solve problems faster.

I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not.