ManageEngine ServiceDesk Plus Manufacturing Reviews & Insights

Score9.2 out of 10

109 Reviews and Ratings

Community insights

TrustRadius Insights for ManageEngine ServiceDesk Plus are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ease of Use: Users have appreciated the platform's user-friendly interface, finding it helpful for managing workflows and ticket reporting efficiently. The intuitive design has been praised for streamlining tasks like ticket management, modifications, and note-taking.

Ticket Logging and Asset Management: Some users have highlighted the ticket logging feature that enables end users to track help request progress easily. Additionally, the asset management aspect provides valuable information on software, active times, and users by installing an agent on machines.

Project Management Capabilities: Customers have mentioned the project management features within ManageEngine ServiceDesk that allow for efficient handling of large projects alongside end user help tickets. This capability facilitates progress tracking and milestone recording effectively.

ManageEngine ServiceDesk Plus Reviews

6 Reviews

ManufacturingFood Production1Industrial Automation1Paper & Forest Products1Consumer Goods2Aviation & Aerospace1

A good all-round tool for any IT department

Rating: 9 out of 10

Incentivized

April 28, 2021

Use Cases and Deployment Scope

It is used by about 75% the organisation to log help requests with the IT department. It allows us to have a record of all of our in progress help requests, and assign them to the relevant technician. It also allows a record of fixes/changes to be kept where anyone in the IT dept can access.

Pros

Ticket logging for end users, so they can see the progress on their help requests
Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts

Cons

Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

Likelihood to Recommend

I can see ManageEngine ServiceDesk plus being quite suited to large and small organisations; the asset management tool in particular is very handy, and allows tickets to be linked to the relevant machine, as well as the user. You can also use it to keep track of your support contracts, and configure email alerts to remind you when one is nearing expiry. You can keep a record of solutions in there as well, to form a knowledge base.

Verified User

Engineer in Information Technology (Aviation & Aerospace company, 501-1000 employees)

Vetted Review

7 years of experience

Your ticket to user satisfaction with a side of SOX compliance

Rating: 9 out of 10

Incentivized

January 4, 2021

Use Cases and Deployment Scope

ManageEngine ServiceDesk Plus is used by our IT department primarily to track tickets/requests submitted by users via email from all our different company locations. In addition, we also use it as a knowledge garden for us in IT to store solutions to common problems so they can be easily retrieved using keywords if a similar problems occurs further down the road.

Pros

Allows us in IT to easily keep track of our open help-desk tickets
Built-in approval system for tickets allows us to move tickets along speedily
ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
Ticket analysis tool helps you manage your IT technicians' performance

Cons

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.

Likelihood to Recommend

ManageEngine ServiceDesk Plus is really well suited to manage help-desk tickets. It's great for our company with 40+ locations to have users submit tickets via email and have our corporate IT department manage the tickets from a centralized location. Tickets are updated via email notifications from both the technicians and the user until the ticket has been resolved. The statistics and analytics features of the software also make it easy to track technicians' ticket volumes over a period of time, which can be used to measure performance.

Verified User

Analyst in Information Technology (Paper & Forest Products company, 1001-5000 employees)

Vetted Review

6 years of experience

Best ticketing system out there!

Rating: 8 out of 10

Incentivized

January 31, 2019

Use Cases and Deployment Scope

We use ServiceDesk Plus for many reasons. Mainly as a point of contact for our end users to inform IT if there are any server, computer, network or software related issues. It is being used as our main ticketing system. We have five locations across the United States and this is used by everyone, with knowledge-based articles, videos, and various self-help accommodations.

ServiceDesk Plus has many other integrations that we utilize for end users to reset network passwords if needed, and for our daily, weekly, monthly and quarterly analytics. We can track problems as they come in and notice a "trend" of certain issues. We also use ServiceDesk Plus for our Asset management. Each computer and mobile device is managed through ServiceDesk Plus and can be monitored and tracked and even deploy software and patches.

Pros

ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.
The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.
There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.

Cons

There are many areas of SDP, which can sometimes make it cumbersome for our technicians to use when they are in a hurry. Or, sometimes our developers don't want to take the time to go through all the steps to research or complete a task.
The software can become costly when purchasing all the extra integrations it has.

Likelihood to Recommend

ServiceDesk Plus can be well suited for any company, large or small, as long as someone takes the time to configure it correctly to suit the needs of their company.

Verified User

Professional in Information Technology (Consumer Goods company, 201-500 employees)

Vetted Review

2 years of experience

ManageEngine ServiceDesk Plus Reviewed

Rating: 9 out of 10

Incentivized

November 29, 2017

Use Cases and Deployment Scope

We started using ServiceDesk Plus in one of our divisions. Since then, we upgraded to the MSP version and are now using it globally with in our enterprise. We use most of the features with in ServiceDesk Plus, including the Purchasing, CMDB, Asset Management, and Change Management features. We are looking to use the help desk feature to replace our current solution.

Pros

Discovery of assets
Reporting
Integration with other ManageEngine products

Cons

Scheduled asset scans based on IP segments

Likelihood to Recommend

It is well suited for a large company with many assets. I would not recommend this product for a small company.

Tom Parker

Remote Facilities Systems Support Analyst in Information Technology at Dole Food Company (Food Production, 10,001+ employees)

Vetted Review

5 years of experience

View profile

Service Desk Plus

Rating: 4 out of 10

Incentivized

November 9, 2017

Use Cases and Deployment Scope

ServiceDesk Plus (SDP) is used in our IT department for incidents, services, and projects. We also use the Purchasing, Knowledge Base and change modules. We are slowly integrating into the purchasing department.

Pros

SLA management
Knowledge Base
Update releases

Cons

Simplified reporting
Better built in help
Quicker feature development lifecycle

Likelihood to Recommend

No set IT budget would be perfect for SDP deployment. Install everything available and prune out what you do not need. All options/add-ons are pricey and most 'integrated options' have only menus integrated and not actual tools.

Jason Dupuis

Service Desk Team Lead, Tier 2 in Information Technology at Napoleon Group of Companies (Consumer Goods, 1001-5000 employees)

Vetted Review

3 years of experience

View profile

Service with a smile

Rating: 8 out of 10

Incentivized

March 14, 2017

Use Cases and Deployment Scope

[It] logs and manages service calls; provides solutions for troubleshooting. Users submit the tickets and they can be picked up by a technician or assigned to a technician. Solutions are posted to the call and to a solutions section.

Pros

Shows metrics of service calls completed or overdue to the technicians and management so they can see the areas that need help.
Allows a call to be assigned to a technician and passed off as needed to the proper person with the necessary skills to complete the call.
Keeps solutions to known issues, searchable by keywords and they can be grouped by solution type.

Cons

Screen changes/refreshes are slow at times, takes forever to send an update to the requester.
Need a better way to keep and track attachments, they appear to the right of the main call but can be buried in a conversation.
Can't easily close a resolved call unless missing fields are entered, sometimes involving multiple saves, based on needs.

Likelihood to Recommend

[It does a] good job of company help desk management, emails are forwarded to the tech assigned, private notes can be left on the call or sent to the call requester (selectable). [It's] hard to figure the exact category unless the setup has been done correctly.

Verified User

Employee in Information Technology (Industrial Automation company, 201-500 employees)

Vetted Review

1 year of experience

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Best ticketing system out there!

Rating: 8 out of 10

Incentivized

January 31, 2019

Use Cases and Deployment Scope

Pros

ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.
The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.
There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.

Cons

There are many areas of SDP, which can sometimes make it cumbersome for our technicians to use when they are in a hurry. Or, sometimes our developers don't want to take the time to go through all the steps to research or complete a task.
The software can become costly when purchasing all the extra integrations it has.

Likelihood to Recommend

ServiceDesk Plus can be well suited for any company, large or small, as long as someone takes the time to configure it correctly to suit the needs of their company.

Verified User

Professional in Information Technology (Consumer Goods company, 201-500 employees)

Vetted Review

2 years of experience