ManageEngine ServiceDesk Plus Reviews

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

Reasons for Switching to ManageEngine ServiceDesk Plus

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)

Pros

I like the resolution field when closing a ticket.

Cons

Mobile app isn’t very good. Reporting is awful, has to be exported and then manually manipulated in raw format.

Pros

It was very easy to use and build workflows.

Cons

The inability to incorporate other applications into 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

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

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.

Pros

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Cons

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

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I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison.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

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

Reasons for Switching to ManageEngine ServiceDesk Plus

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.

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Cons

Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

It is very easy to implement, very friendly and out of the box "install and use"

Cons

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,

Cons

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.

Alternatives Considered

Pros

Easy setup, multifunctional, customizable, and excellent for streamlining ticketing, change management, and inventory tracking.

Cons

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

Pros

The software is easy to set up and implement.

Cons

There was a bit of a learning curve for some o f the more esoteric features, but were still easy enough to comprehend.

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.

Pros

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions.

Following are the most impressive features of the Service Desk

+ Easy Cloud integration
+ Best Asset management tools.
+ Best Reporting Tools.
+ Quality management capability of the staff

Cons

+ Hard to implements
+ Lack of administration documentation
+ Quite Expensive( but worth for money)

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!

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

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.

Pros

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Cons

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Pros

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Cons

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

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

Reasons for Switching to ManageEngine ServiceDesk Plus

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