What do you like best?
I love that Service Desk is more than just ticket management. It allows you to manage users, inventory, and projects. So I'd say one thing that I like the best about this is that the fact that it's multi-functional in it's use. It's extremely easy to use and integrates with Active Directory which is a huge plus. The ability to email from the application or from Outlook for instance and track correspondence is a nice feature as well. Overall I'm very happy with this application.
What do you dislike?
The ability to add custom triggers on ticket submissions. This feature is lacking. When someone submits a ticket that has specific keywords I would like the ability to customize replies from the system based on those keywords.
Or when I get assigned a ticket for instance I would like to setup custom replies from the application as well.
The ability to customize is not all there, but I have seen a lot of improvements in the most recent updates and I would imagine feature updates like this are coming soon.
Recommendations to others considering the product
They are on the upward swing with updates recently. I have been very satisfied with their support.
Computer management, warranty status, even the ability to print bar codes aside from the standard ticket system abilities makes this a huge win in my book.
What business problems are you solving with the product? What benefits have you realized?
Using this application allows us to manage our information technology team as well as keep our end-users updated on ticket statuses. The communication problems are always present in business environments. Service Desk steps in and helps by making it extremely easy to keep everything from users and inventory, to ticket status, and project involvement up to date so everyone can see and be a part of this.
The benefits from this are is that it reduces call volume are current tickets. People aren't calling to check on the status of their tickets as they can just login to Service Desk or check their emails to find out the status.