ManageEngine ServiceDesk Plus vs. Spoke

The cost for what you get is very good.

The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.

Incentivized

With our experience, it is very well tailored to organizing our work requests to the IT dept in a very organized, user friendly fashion. The 'smart' technology allows all employees to submit a ticket within their favorite software / process (e.g. Slack vs. email) and IT can field requests in a central location.

Incentivized

• It's very simple to submit and handle ticket for both user and Engineer.
• Set some customize template for intent replay or job done reply.
• SLA management is the good option to maintain workflow.
• There is solution option where user can resolve their common issues.

Incentivized

• Machine learning: Spoke learns the answers to common questions and will offer answers when people submit requests.
• Simple licensing: Straightforward, per-user licensing, that doesn’t require add-ons or hidden costs to use it fully.
• Great customer relationship: Spoke is a hands-on partner in our organization, listening to our feedback and implementing our ideas.
• Fast development cycle: The process, from the conception of new features to their general release, can be as short as a few weeks.

Incentivized

• When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
• Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
• When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

Incentivized

• I don't have any feedback for this area as the product is still very new to us.

Incentivized

we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

Incentivized

It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.

Incentivized

Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.

Incentivized

Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide

Incentivized

No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.

Incentivized

Spoke outperforms ManageEngine Service Desk Plus on all levels. The user interface is a lot more user-friendly. Service Desk Plus did not offer any AI-driven auto-responses. They also did not offer any Slack integration which is the primary way (and preferred) that our employees prefer to put in tickets. This alone is worth its weight in gold.

Incentivized

• It has provided better visibility to upper management in terms of the scale of the workload of the IT department
• It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
• It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Incentivized

• Spoke has been very cost efficient, more than paying for itself in gained productivity hours.

Incentivized