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
7 Reviews
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For the last 3+ years, we have been using ManageEngine ServiceDesk Plus as our IT department's main ticketing and project management system. Our users simply email their issues to our IT support email, and it automatically creates a ticket, which we assign to the responsible engineer. It also helps manage project setup, status, priority, schedule, and completion percentage, which is a good option to monitor project progress. There are many more features available, such as asset management and change management. If needed, we can also integrate ADManager and OpManager to generate tickets into ServiceDesk Plus. All of these features can be seen on a summary page, which shows the numbers and analytics in a simple view.
Pros
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.
Cons
ServiceDesk plus need to improve their customization and automation option.
There is need to more advance Reports & Dashboards option in summary page to Monitor help desk performance.
Likelihood to Recommend
Keeps track of pending and unresolved issues. Management can seen the overall summary of IT service and maintenance issue. Keeps all history for further issue. Central place of Monitor hardware/software inventory.
We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus with selecting right categories and options, then tickets are assigning to related technical support agents. With this workflow, we can control and monitoring our incident management process. Also this tool provide us a chance to show our effort on tickets.
Pros
Easy to use
Manage workflows
Reporting of tickets
Cons
Sometimes it gets crashed
Updates are must be more often
Some documentation are not so accurate
Likelihood to Recommend
We we using some instant messages tools for collecting requests from our clients. These tools were not so effective to reporting and efficient to show our effort how much time we spend to solve problems and answering to requests. That's why ManageEngine ServiceDesk Plus is one of the best incident management tool i have ever used.
It is being used as an ITSM system to provide support to end-users, change management, and problem management. It is used primarily by the IT department to service all the other departments.
Pros
Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.).
Management: there are dashboards to provide individual and team-based workload management and awareness.
Robust reporting: it's very easy to configure scheduled report jobs that provide insight into the overall performance of individual teams or persons.
Cons
ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.
Likelihood to Recommend
ServiceDesk Plus is great when you use it as-is in a small to medium size environment. When operating within these parameters, the tool is fast, intuitive, and robust. Outside of this, you will find that you cannot have multiple customers in a single instance of the tool, as it has no multi-tenant capability. It can get very expensive when buying a license for multiple instances of this tool. While there is a basic ability to auto-assign/categorize tickets based on certain criteria, there are no actual automation capabilities.
VU
Verified User
Administrator in Information Technology (1001-5000 employees)
We use ServiceDesk extensively for our ticketing and inventory of computer equipment. The entire organization uses it to submit tickets to our IT team and this helps with unnecessary calls to the Helpdesk. Users are able to submit a ticket along with the errors they are experiencing. We can quickly reply back with a resolution or triage the ticket. The system also allows us to set levels of importance to the tickets so high priority items are addressed quickly.
Pros
Opening service requests
Tracking service requests and allowing you to search for previous requests
Allowing the end users to see open tickets and request status updates
Searchable solutions database
Asset tracking
Preventative maintenance tasks
Cons
They now have the ability to track your time on a ticket, but not being able to see what tickets you have timers running on is a disadvantage. I've had ticket timers running for days before I knew they were running.
The interface sometimes hangs when trying to add time
Likelihood to Recommend
In a help desk or ticketing environment, this is a great product. It allows notes, attachments, work logs, a solutions database, inventory tracking and much more. We also use it to track preventative maintenance tasks.
VU
Verified User
Technician in Information Technology (501-1000 employees)
We use ServiceDesk for end user support, asset management, and for reminders/checklists.
End users are all able to submit and view tickets for themselves. They may either use the web interface or simply email an internal email address that will automatically create a ticket for them.
Asset management is probably the most robust feature the software provides. We are able to do absolutely everything we need with over 2000 IT assets in the company.
Finally, we use the recurring ticket feature and templates to assist the IT department with day to day tasks such as onboarding/offboarding, inventory reminders, health checks, etc.
Pros
Makes it very easy for end users to submit tickets. They don't need to fill out forms or get discouraged after being unable to find a link/login credentials. All they have to do is send an email and continue on with their day.
Asset management is extremely robust. Every possible data point you could need is available for an IT asset. We have our entire phone, PC, laptop and server equipment inventory in ServiceDesk. Tracking/scanning is very easy and reliable.
Easy to integrate and deploy. Setting it up was an overnight process and it was seamlessly integrated with active directory. We have even run test instances for other departments that wanted to evaluate the product for themselves.
Cons
Timers for technicians are hard to keep track of if you're working on multiple tickets. There's no dashboard or control panel that will tell you that you left a timer running anywhere. It takes a good bit of diligence to not forgot about those if that's something your company wants to use.
Updates are frequent and sometimes there are a lot of small changes that may seem insignificant but greatly impact your comfort level. For instance, we had a minor upgrade that also changed how the search function worked on some pages. Typing in a ticket number in the search field used to automatically bring the ticket, afterward it does a search even if there's only one result.
Leaving a window open long enough will result in a timeout that has to be refreshed or reloaded. If you try to log back in it creates a window in a window that is not possible to fix. There should be an option to stay logged in. It's no different from the already existing "remember me" option.
Likelihood to Recommend
I would recommend this if you need the ability to track assets and have an end user facing help desk. If you need one or the other, there may be better options. There are some features that are lacking when compared to Jira, like the ability to integrate with GitHub, making it a poorer choice for some teams.
We use ServiceDesk Plus MSP to run our incident, request, problem and change management. We provide managed network and cloud services to multiple external customers, and need a system that can handle managing multiple customers with multiple services, whilst adhering to multiple SLAs.
Pros
Clean request interface
Contains a lot of the basic functionality you need to run a service desk
A lot of customisable notification features
Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version).
Cons
Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number of accounts can result is an unsustainable amount of administration.
Although SDP has a large range of functionality, you can tell it hasn't been developed in depth. Although it does the operation on paper, day-to-day use can end up being frustrating.
Design can be a bit ugly - windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
Support operates in India Standard Time.
Functionality can often just break.
Likelihood to Recommend
Not suited for shops that are heavily ITIL reliant - as the application tends to fall down once you get into the nitty gritty.
More suited towards a service desk managing simple incident/request ticketing.
VU
Verified User
Manager in Information Technology (11-50 employees)
ServiceDesk Plus is a great ticketing system for IT departments. It helps keep all service requests neat and organized, and also gives you the ability to search past issues for resolutions on reoccurring issues. The user management is very easy and a breeze to work with. I have used many ticketing systems throughout my IT career (Zendesk, ServiceDesk Plus, Outlook Email, etc.,) and ServiceDesk Plus is for sure my number one. I would recommend this product to any IT Department of any size company.
Pros
Managing and organizing service requests.
Easy search feature to look up past tickets.
Reporting feature gives you the ability to see how your techs are doing on a weekly or monthly basis.
Cons
Branding specific to the company.
Custom reports.
Email integration.
Likelihood to Recommend
ServiceDesk Plus will work great in any IT environment, no matter the size.
VU
Verified User
Project Manager in Information Technology (201-500 employees)
