ManageEngine ServiceDesk Plus

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4.2 out of 5 stars

Run your IT with a complete web-based, ITIL-driven Help Desk & Asset Management tool.

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ManageEngine ServiceDesk Plus Reviews

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ManageEngine review by Zachary H.
Zachary H.
Validated Reviewer
Verified Current User
Review Source

"Favorite Help Desk Management Software"

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.

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ManageEngine review by Kelly A.
Kelly A.
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus Review"

What do you like best?

We have a ticketing system now! It's nice to have a central location for users to email and have it automatically generate tickets. I think the end users appreciate having an interface where they can see the status of issues that they've raised.

What do you dislike?

Not terribly intuitive. Need HTML email! My boss doesn't like the interface. Says that it's too busy and that it's just "too much". It would be nice if the automatic emails that get generated were a little prettier than just normal text. Maybe that's something that I'm just missing and can go back and explore further.

Recommendations to others considering the product

Useful product for any size business.

What business problems are you solving with the product? What benefits have you realized?

We started using ServiceDesk Plus about a year ago and have finally rolled out a ticketing solution to our users. It works well so far for us but the interface seems too busy and is not very intuitive for admins to navigate. It's nice to have one dashboard though for all of our department to see what issues are coming in rather than everyone just keeping their own handwritten notes.

What Service Desk solution do you use?

Thanks for letting us know!
ManageEngine review by Daniel B.
Daniel B.
Validated Reviewer
Verified Current User
Review Source

"Lightweight Cost - Heavy Impact"

What do you like best?

SDP fits neatly into our budget and yet delivers features and functions that have transformed our support service delivery that would have cost us thousands more over the years that we've used this product.

What do you dislike?

Occasionally new releases have caused minor issues by creating new bugs or unexpected product behavior but the SDP support team is VERY responsive to these concerns and has minimized the impact.

Recommendations to others considering the product

SDP has allowed us to dramatically improve our service delivery through the use of SLA tracking, knowledge base features, live chat, and reports that help justify staffing levels and identify technology needs and trends throughout the organization.

What business problems are you solving with the product? What benefits have you realized?

SDP is the foundation upon which our department has been able to quantify the work being performed, justify staffing levels, and identify trends and strategic technology needs for the organization.

ManageEngine review by Barry W.
Barry W.
Validated Reviewer
Verified Current User
Review Source

"ManageEngine - Service Desk Plus"

What do you like best?

We utilise ManageEngine - Service Desk Plus not only within the IT department but also across the wider business. We find it a flexible tool to be able to log, track, maintain and report on incidents and issues.

It has a clean look & feel and is very intuitive.

Also when we have a technical issue we get a good response from the ManageEngine support team with a remote session quickly established if required

We are currently looking at their cloud based solution to replace the onsite server.

What do you dislike?

If i was looking for an area of improvement then sometimes we outsource some of the more intricate reports to our QlikView system - this allows drill down whereas the standard reporting within the system is sometime a little limiting

What business problems are you solving with the product? What benefits have you realized?

We have one platform for logging tickets & calls for multiple areas within the business. The system is used by IT - for the service desk... Facilities - For the building maintenance... Catalogue Teams - for logging and tracking changes to the catalogue and also Customer Services for customer enquiries etc....

ManageEngine review by Michael T.
Michael T.
Validated Reviewer
Verified Current User
Review Source

"Simple Ticketing service"

What do you like best?

We use ManageEngine for our I.T. Ticketing. It allows us to customize the ticket for a simple user friendly experience for the client. Where they can submit exactly which applications is giving them issues. As well as letting us know whether or not the internet is giving them problems. It seems to be a fairly stable application. We keep it updated and the recent patches are stable.

What do you dislike?

The only thing I would say I dislike about it, is that any issues with ManageEngine typically require a reboot which is not ideal during business hours.

What business problems are you solving with the product? What benefits have you realized?

The problems we are solving is, ManageEngine gives us a ticket service where someone can email Helpdesk and it will automatically add a ticket for helpdesk to reach out.

ManageEngine review by Sergey K.
Sergey K.
Validated Reviewer
Verified Current User
Review Source

"Good Servicedesk software with many features"

What do you like best?

Good ticketing system that covers all bases and is customization some what.

What do you dislike?

Terrible update process. If you run out of license time, it is a huge pain in the butt to upgrade and get the database on the same level. Expect day of downtime for your techs. Also user responses when resolved closed/are bit confusing when sent to email. Doesnt have handling for tech to respond from their own email to a ticket, this would be a wonderful feature.

Recommendations to others considering the product

Look at all options on the market. Maybe there is a better designed UI for helpdesk software out there that is more intuitive and straightforward. We dont touch about 90% of the backend.

What business problems are you solving with the product? What benefits have you realized?

It solves the need for tracking user help requests. A service desk helpdesk solution that tracks user tickets and ties in nicely to LDAP in AD.

ManageEngine review by Greg G.
Greg G.
Validated Reviewer
Verified Current User
Review Source

"A powerful helpdesk and ticket management system"

What do you like best?

I love the ease of use. Many of the items are very intuitive and user friendly and don't require a lot of training to get up and running.

What do you dislike?

Some of the items don't apply well to our business and to my knowledge they are not removable. It would be great if these items could be turned off.

Recommendations to others considering the product

Carefully review all of the settings when completing the initial setup. This is key to get it up and running properly. If possible get someone well versed in the software to assist with the initial setup. It will make things much, much smoother.

What business problems are you solving with the product? What benefits have you realized?

We solved the big problem of being able to document our time and projects in a system that would easily allow our financial and operations team to pull it out, invoice customers and keep things organized.

ManageEngine review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Help Desk and Service Desk Loaded with Features"

What do you like best?

The software is really smart. It is easy to pull information on scanned assets and see a quick summary. It is easy to see the history of an asset and what types of tickets have been created related to that asset. The software allows for a lot of customization. This helps cater the program to fit your own individual needs.

What do you dislike?

Since we are a small IT team, the product can also have too many features that make simple things seem like a daunting task. The software can also have glitches every once in while.

What business problems are you solving with the product? What benefits have you realized?

We have been able to track tickets in one place. We have also been able to assign users to specific assets. It becomes easier to track who owns or is connecting to specific assets. We also have a lot of computers and it helps the IT team know what software has been installed, how much RAM, model information, Service Tag info, etc. This has helped us keep this info centralized.

ManageEngine review by Saad Ahmed K.
Saad Ahmed K.
Validated Reviewer
Review Source

"A very easy to setup and deploy yet efficient and effective ITIL based service support desk"

What do you like best?

ManageEngine Service Support Desk is very easy to setup and deploy, as it offers out of box ITIL based workflows that can be adopted by any organization with little changes. Also it is very easy to develop workflows and implement ITIL practices as per your organization requirements.

What do you dislike?

There are some limitations like you cannot remove some fields in templates using drag and drop, some workflows are built in and its not easy to modify them. But these are drawbacks for grown up organization which are practicing ITIL workflows from years, as far as for organization new to ITIL practices it is blessing in disguise.

Recommendations to others considering the product

If your organization is new to service support and ITIL practices its one of the best product available in the market

What business problems are you solving with the product? What benefits have you realized?

ManageEngine is complete Service Support Solution thus it is supporting us all service and support related activities from ITIL help desk to ITIL workflows including change management, incident management, asset and configuration management, problem management, knowledge database and sla management etc

ManageEngine review by Robert L.
Robert L.
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus Organizes the SysAdmin Life!"

What do you like best?

For the most part, ease of use. We went with the Enterprise version and I have difficulty with using certain features (ie. Change Management & Projects), due to the amount of information to put in or my lack of experience in those areas. The collection of information in one interface is nice (ie. Requests, Solutions and Asset Management are the three main features I value most. The Service Request feature is great, many information choices available for tickets.

What do you dislike?

With the product, there's not much I don't like. I just wish I had more time to learn some features we purchased and put it to better use. What I use daily (Requests, Solutions and Asset Management), I like a lot.

Recommendations to others considering the product

We used the free edition for awhile. But, as our team grew and device count grew, as well as my responsibilities. The need for more features became necessary. If you're on the fence about going with ServiceDesk Plus, just try it free. You'll grow to love it.

What business problems are you solving with the product? What benefits have you realized?

Organization of requests, solutions and asset information. Before ServiceDesk Plus, we had no knowledge base and requests were handled mostly through emails that I was getting lost in. It was hectic and unmanageable. Now, my team relies on ServiceDesk Plus and about 95% of our customers (internal) place requests using ServiceDesk Plus. Which is much more manageable than email, phone calls and walk ups or "by the way"...

ManageEngine review by Alan H.
Alan H.
Validated Reviewer
Review Source

"Decent full featured help desk software"

What do you like best?

Being able to manage my tickets, peruse open tickets and creating tickets in a straightforward manner. I can also search for past tickets and in our setup, be able to utilize the assets tab to search for assets throughout campus that we have installed.

What do you dislike?

Too many clicks to get to where we need to go to. The search function, while much needed is also in bad need for a revamp as keyword bring too much generalization. No inbuilt chat function in the software. The now constant reminders of not claiming tickets that are unclaimed in the queue.

The mobile app for Android and iOS are nearly useless...the mobile site with "desktop site enabled" is a better bet.

Recommendations to others considering the product

If it is simple you are looking for, ServiceDesk Plus could be it. Needing a more fluid solution and you will need to look elsewhere for a help desk solution.

What business problems are you solving with the product? What benefits have you realized?

Fast and straightforward ticket resolution is the big thing for us. The ability to search for past tickets either in the current queue or on our archive...to note, searching the archive can be a bit daunting.

ManageEngine review by Daniel S.
Daniel S.
Validated Reviewer
Verified Current User
Review Source

"Serves its purpose, a vital component in our incident management system"

What do you like best?

What I like about this application is its ease of use with very intuitive interface, and the flexibility to customize reports. I like that It also has an integration feature to send data over email, and we use that feature to bring over our tickets data to another system for incidents and requests analytics. The support staff is also very responsive our queries.

What do you dislike?

It would be desirable for ServiceDesk to have some youtube channels describing how to implement API integrations to 3rd party applications. This seems to be an area that needs improvement, to have a vibrant developer's community forum as well on extending the software.

Recommendations to others considering the product

I highly recommend this product for a cost-effective solution for support services. It does particularly well to channel requests and incidents for an enterprise's service management needs, with integration to email, extensive customizability of outputs, and excellent after-sales support.

What business problems are you solving with the product? What benefits have you realized?

We are using this system on a daily basis, and realize the benefits of on-time delivery of tickets, proper tracking of incidents and requests that comply with audit requirements, and have the ability to analyze historical trends using ServiceDesk as our frontline application to capture data.

ManageEngine review by Jordan R.
Jordan R.
Validated Reviewer
Review Source

"Great budget friendly helpdesk solution"

What do you like best?

The software is very easy to set up and maintain. It also had a lot of customizability for branding and making the ticketing system behave however you would like.

What do you dislike?

The documentation is a little bit sparse compared to other solutions, but their forums are pretty active so finding an answer to an issue often doesn't take too long.

Recommendations to others considering the product

I would recommend you take a little bit of time familirizing yourself with everything under the Admin tab. There are a lot of things that I spent time trying to figure out if Servicedesk+ had them and found out the functionality already existed.

What business problems are you solving with the product? What benefits have you realized?

We needed a helpdesk system that would allow us to divide our staff into teams that can handle their own issues but also collaborate on issues that concern the entire IT department. Servicedesk+ has allowed us to achieve this

ManageEngine review by User in Fund-Raising
User in Fund-Raising
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus"

What do you like best?

ManageEngine provides frequent updates and enhancements to ServiceDesk Plus. They also publish a "roadmap" so you can see what enhancements they are working on. It is fast, intuitive, and provides a broad collection of tools to manage all aspects of the help desk. This includes template-driven ticket creation, asset management, change management, solution database, PO tracking, built-in help desk satisfaction survey, as well as support for project tracking.

What do you dislike?

The survey tool is a little inflexible (can't change the order of the responses). The project tool could be a little more powerful if it allowed imports from Excel or other flat file.

Recommendations to others considering the product

It's a solid tool that is actively supported. Negotiate as there may be some flexibility in the pricing model.

What business problems are you solving with the product? What benefits have you realized?

Tracking of IT support performance along with purchase tracking were two areas of focus, and we have seen improved compliance of tracking support tickets, along with more control over the purchase process.

ManageEngine review by Demetrius V.
Demetrius V.
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus 9.3 Enterprise"

What do you like best?

The tool is relatively easy to set up and does not necessarily require external consulting.

What do you dislike?

Because it is a standard tool, it is sometimes difficult to get customized features, or it takes long before the features become available.

Recommendations to others considering the product

Making sure you understand which part of the setup is system wide, because it might be hard to change that later, without having a major impact for all teams using the tool.

What business problems are you solving with the product? What benefits have you realized?

We are gradually moving all support teams to SDP in order to improve the communication (avoiding media breaks between different support tools) and in order to have a uinque source for reporting (avoiding having to manually consolidate reports from multiple sources);

ManageEngine review by Sebastien L.
Sebastien L.
Validated Reviewer
Verified Current User
Review Source

"Excellent product for helpdesk and inventory !"

What do you like best?

All we need within one software : Helpdesk, inventory, reports, problems and solution management. Software is very responsive and its support team is also excellent. The software also feature a project management section, a contract support section and a purchase module. We use it for our helpdesk : opening a request is fast and efficient and it's easy to forward it to concerned people. You can configure automated emails which are sent to the users and keep them informed about the status of their request. About the inventory module, you can add personnalized fields to keep the informations you need. Doing search in requests or inventory is also very easy and it brings accurate results.

What do you dislike?

Nothing special, we almost never experience bugs and when sometimes there is an issue, it is quite quickly resolved. Sometimes, software updates are bringing new problems but almost always, it's fixed in the next release.

Recommendations to others considering the product

You should give it a try. Easy to setup, easy to use !

What business problems are you solving with the product? What benefits have you realized?

Our call center people and IT technician are using it everydays to manage all assets (hardware and software) and all the support calls.

ManageEngine review by Executive Sponsor in Airlines/Aviation
Executive Sponsor in Airlines/Aviation
Validated Reviewer
Verified Current User
Review Source

"review ServiceDesk Plus Professional"

What do you like best?

Very easy to install and immediately you will have, ticketing tool, with problem change asset and knowledge management. Cheaper then other product and can expand its functionality using Python, java to run customized scripts and automate processes. You can integrate with Desktop central and automate account creation in AD. You can integrate with ME analytics and manage KPI

What do you dislike?

it doesn't have release management, OLA management, major incident management, proper communication tool to send #1 #2 updates and this tool needs a niche skills to maintain, average IT cannot administer it.

Problem requests interface is not flexible as incident and change requests are.

Only documentation are not straight forward, instructions are written for the developer himself not for humans to read and follow.

What business problems are you solving with the product? What benefits have you realized?

Automate service requests,

Stream line change management with business requirement

reduce number of incident by implementing problem management process.

manage SLA between support teams.

ManageEngine review by User in Food & Beverages
User in Food & Beverages
Validated Reviewer
Verified Current User
Review Source

"Surprise Surprise "

What do you like best?

Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing.

What do you dislike?

The initial set up of the system does take a lot of diligence and time but this is not necessarily a bad thing if you want to get things right and organized.

Recommendations to others considering the product

Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing.

What business problems are you solving with the product? What benefits have you realized?

Being able to track every aspect of an issue and metrics provide very good measure of success.

ManageEngine review by User in Government Relations
User in Government Relations
Validated Reviewer
Verified Current User
Review Source

"Service Desk Plus "

What do you like best?

The only thing that I would say is good about Service Desk Plus is the speed of the application. One thing that is good about Service Desk Plus is the ability to import asset tracking into the system

What do you dislike?

There are many features I think could be improves upon, I am biased because the previous ticket system had everything we needed but it was slow and crash constantly. We also couldn't import assets into the system for tracking,

Recommendations to others considering the product

I would recommend a side-by-side comparison between your current ticket system and Service Desk Plus and determine what is vital and what is not necessary.

What business problems are you solving with the product? What benefits have you realized?

The primary use of Service Desk Plus is the ticketing system aspect that is used by our Service Desk to create and send tickets to support.

ManageEngine review by Nick K.
Nick K.
Validated Reviewer
Verified Current User
Review Source

"Great for Software Inventory and Quick Installs"

What do you like best?

ManageEngine does a wonderful job pushing out software like SketchUp or doing a running inventory of software on users computers. It's fairly easy to set up and can quick push out software to multiple users at once.

What do you dislike?

In some cases I have had ManageEngine reboot a users machine (when I attempted to install AutoCAD) even though I specifically asked it not to allow rebooting. This can really cause trouble when a user's computer shuts down without any notification.

Recommendations to others considering the product

This software can certainly help you manage multiple users on a network - in our case we have 100+ users to manage.

What business problems are you solving with the product? What benefits have you realized?

It has made my deployment of software much more effective and it runs silently so the user is not bothered by a required reboot or anything difficult.

ManageEngine review by Randy M.
Randy M.
Validated Reviewer
Verified Current User
Review Source

"A total solution for our company"

What do you like best?

It's a complete solution. It has a front end that end users can understand easily, making it effortless to log into the application to view their submitted tickets. It has everything the technical team needs to do their jobs efficiently. It even has a work timer, which is not a common feature in service desk applications.

What do you dislike?

Viewing a certain technician's tickets should be easier than setting up a ticket group filter and having to find them that way. It takes a few extra steps compared to other programs like CA Service Desk. Very minor gripe in the big picture though. Reports for work timers don't always seem to be accurate if entering time on a ticket that was previously worked on.

Recommendations to others considering the product

Train end users on benefits of using the system early on. Encourage early adoption and show how it can make task workflow easier on everyone. We didn't start doing this until the technical team had fully adopted it, and it was slow progress from there.

What business problems are you solving with the product? What benefits have you realized?

This is our centralized asset management tool, which used to be managed in Excel/Sharepoint. This gives us granular control over what data is stored in relation to each asset, and makes it easy to distribute equipment and track it during its lifecycle. We can also manage IT contracts for software that we would normally have to maintain ourselves. This feature lets you know when something is coming up for renewal before it's time to scramble.

ManageEngine review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Product is improving - Still room for improvement"

What do you like best?

I have been administrating this product for a couple years now, and have been more involved on the server and billing side. The integration between the products I believe is both it's best, and weakest feature at the same time.

What do you dislike?

My original review was rather negative. Since then a higher-level agent, Charles reached out to me and our company. I have to say that while there have definitely been snags in the product here or there, it has been nice having a dedicated contact person. The integration between the products is great when it works, but it can be difficult to get all features to work together properly.

Recommendations to others considering the product

The real competition would be LANdesk, that I am aware of. LANdesk is nice, solid, and very easy to understand and work with. However LANdesk is also very expensive of a product by comparison. For organizations that are on a budget, or smaller organizations that are more budget-minded, ManageEngine products would be a strong choice.

What business problems are you solving with the product? What benefits have you realized?

We have the product for several reasons. We need an Inventory system. We are a relatively small organization and need a helpdesk system, and we do not have SCCM, so we need a software deployment method. We also have AD Manager to manage AD credentials, and will eventually roll out AD SelfService, and use the Project module. So I think we use most of ManageEngine's products. Service Desk Plus has gone through a major visual uplift, that isn't quite as colorful going for more muted tones. I think this is actually a plus as it causes a little less eyestrain and was a smart move.

The Asset management is okay, but I'd like to have more control in the organization of the objects. Desktop Central is quite handy if you do not have SCCM or LANdesk, it allows you to do a lot of things, like file pushes, application installs, upgrades, etc without having to have in-depth knowledge. I can't say that it always works, but it's considerably powerful and pretty reliable. It works very well with AD and deploying in a multitude of ways. Desktop Central integrates with Service Desk Plus, and can scan your machines, and place asset information into the listing. I've had some issues with full integration that we are currently working on - however it seems like it will work pretty well when we get it working. I think we're about halfway there.

In short - The support has improved, definitely. The product is moving towards the right direction in my opinion.

For the Helpdesk functionality, I am very satisfied with it. I think this is the best part of the program and I have relatively few issues with it. Some of the reporting could be a little better, I often have to fight errors in the system when I pull a lot of reports to pull different stats. The helpdesk itself though, I don't quite use it 100% as it's intended, but it works well and when you put the time in to set it up properly is very easy for the user to understand. Our users can create tickets easily with a minimum of clicks. It's up to you to architect the structure, but I could see how you could set this up in a variety of ways.

While I think there are some improvements to be made, I do believe that Manage Engine has become a truly viable option in it's field. For the features you receive, I have to say that the value for what you receive for what you pay is rather high - just set some time up to truly work with the system and understand it before you implement in production. While it's gotten much better, it's not always intuitive. With that being said, you can call manage engine support and ask even the most basic questions - I have had great success with learning the product with this method.

ManageEngine review by Jamie I.
Jamie I.
Validated Reviewer
Verified Current User
Review Source

"Says it can do a lot - but try it first."

What do you like best?

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).

What do you dislike?

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.

Recommendations to others considering the product

Really get your use cases right before evaluating - some of the functionality you may assume that is there may not be and trip you up.

Actually try the functionality for yourself rather than taking the systems word for it.

If you require MSP functionality, make sure you know what is involved in the administration of multiple accounts (eg adding technicians to teams, when each site has it's own team configuration).

What business problems are you solving with the product? What benefits have you realized?

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.

ManageEngine review by Dennis J.
Dennis J.
Validated Reviewer
Verified Current User
Review Source

"Cheap and Easy to install, best to use"

What do you like best?

The installation and the configuration progress was very easy with the configuration assistent. Overall, it is very easy to use and user friendly.

What do you dislike?

- The purchase process in the helpdesk is not really easy to use

- it is not possible to declare Office365 Liceneses correctly

Recommendations to others considering the product

One of the best helpdesks i ever used (i worked with 5-10 diffrent systems).

Easy to use and a good and fast support!

What business problems are you solving with the product? What benefits have you realized?

- helpdesk

- inventory

- projects

- change management (most ERP)

ManageEngine review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Used for 5+ Years"

What do you like best?

I like the ability to have automatically assigned Tickets. It's easy to create reports that provide information on all parts of a ticket.

As an engineer it is incredibly easy to see what tickets have been assigned to yourself so easily work towards them as well as the amount of time you have already applied to the tickets.

What do you dislike?

It takes a lot of effort to actually setup ManageEngine SD to use it's full capacity and we are still setting it up to do everything we want.

Recommendations to others considering the product

Take a lot of time to learn the back end of Manage ServiceEngine as you'll get a lot more out of it if you do.

What business problems are you solving with the product? What benefits have you realized?

How to assign and control tickets assigned to multiple departments in our Service desk.

ManageEngine review by Ivan H.
Ivan H.
Validated Reviewer
Verified Current User
Review Source

"Hit and Miss"

What do you like best?

- AD Authentication

- Able to have emails, notes, history all contained within a ticket.

- Customizable request screens/columns

- Use of Business Rules to auto-route tickets

What do you dislike?

- Service Catalog features are limited. You cannot expand and collapse sections within the template or incorporate additional graphics to enhance the look.

- Search functionality issues

- Cannot have email conversations added to Change Requests when CAB members want to discuss details.

- Unable to set scheduler by hourly shifts. Eg. Technician group A works from midnight to 8am. Technician group B work from 8am to 4pm.

Recommendations to others considering the product

Works best for mid-sized to smaller companies. I don't think this tool works best for large corporations especially if there are complex processes and workflows.

What business problems are you solving with the product? What benefits have you realized?

Business rules are helping to automatically route tickets and reduce extra work for Service Desk and speeds resolution times and improves customer satisfaction.

ManageEngine review by Sreeni V.
Sreeni V.
Validated Reviewer
Verified Current User
Review Source

"It is great product that is easy to use and has full functionality"

What do you like best?

It is very simple to setup. Very easy to use

Price is very attractive

Support is extremely good

Reporting function is really good. we can run our own reports

Reporting functionality is very useful

Active directory integration helping greatly

Single sign on make users to login seamlessly

Business Rules are great feature that automate the Tickets

Change Management follows the ITIL Framework that help a lot

Dashboard gives quick view for the management and save managers time to monitor this system

This can be implemented to multiple countries and also can be implemented for multiple Depts

What do you dislike?

I do not dislike anything in the Service desk Plus product

There are not many things that anyone would dislike

Recommendations to others considering the product

Great! We recommend the product very much as it offer great performance and functionality at affordable price. it come with great support

What business problems are you solving with the product? What benefits have you realized?

Stream line the helpdesk function

Requests can be added, and followup easily

Reporting functionality is very useful

Active directory integration helping greatly

Single sign on make users to login seamlessly

Business Rules are great feature that automate the Tickets and this save time for the ticket resolution

Change Management helping greatly

Change Management follows the ITIL Framework that help a lot

Dashboard gives quick view for the management and save managers time to monitor this system

This can be implemented to multiple countries and also can be implemented for multiple Depts

ManageEngine review by Timothy S.
Timothy S.
Validated Reviewer
Verified Current User
Review Source

"Good product becoming great"

What do you like best?

Lots of features that can be customized. Lots of features in the pipeline and take user feedback seriously. Have never had an issue getting a feature request implemented. Always responsive to support requests.

What do you dislike?

Some missing key functionality. Rules can not be setup to run on a timed scheduled but have to run when something happens. They are working to resolve this but it has not been implemented thus far. Web front end is sometimes held up by back end processes. An example would be when an email is spawned, the web front end just waits and waits instead of allowing user to continue working. Upgrades aren't easy if you have any customizations implemented for SSL. You have to perform the customization each time you upgrade. Service won't start until this is resolved each time.

Recommendations to others considering the product

If you can get the all encompassing product, you will be in the best shape. Unfortunately, we had to purchase add ons and in the end could have had all features instead of a couple of the add ons.

What business problems are you solving with the product? What benefits have you realized?

Helpdesk system. Feedback for management and accountability. Reporting.

ManageEngine review by Frank G.
Frank G.
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus was everything our school was missing"

What do you like best?

Our HelpDesk Technicians were constantly being pulled in every direction with no real workflow or priority to incidents. ServiceDesk Plus was a huge improvement in our organization. High priority items are now getting resolved in a timely manner... There's now organization on how help desk requests are submitted.. and help desk requests aren't being missed.

The inventory and asset module is also key! Now we have even better insights into what assets we have, when they were purchased, plus so much more.

What do you dislike?

I honestly can say there isn't really anything I dislike about this product.

Recommendations to others considering the product

In my opinion, ServiceDesk Plus is a no brainer for anyone needing organization and attention to detail when it comes to help desk requests. But the program is also so much more than that. It's what every IT Administrator or Director needs in order to keep things automated, organized, and running efficiently in their department.

What business problems are you solving with the product? What benefits have you realized?

Help Desk requests and organization has greatly been solved through this problem, including asset inventory.

ManageEngine review by Don K.
Don K.
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus allows our IT department to have a full picture of everything everyone is working o"

What do you like best?

The integration of user problems in the helpdesk with projects and a global picture of the department's workload and long range plans.

What do you dislike?

It's hard to get reports that show work across all modules. We do everything with tasks but analytics currently focuses on requests and gives a false impression of what we really do without looking at projects and changes.

Recommendations to others considering the product

The ability to balance real-time helpdesk requests with structured project & change management is a major problem for a medium sized IT department spread out across multiple offices. Leveraging SLA's allows us to know when to react immediately, leaving the project... vs being able to stay on task and finish what we started while still meeting the end users expectations.

What business problems are you solving with the product? What benefits have you realized?

We have been able to get users to request help via email allowing us to see where we spend our time and provide reports back to department heads. We have implemented several task based service requests allowing efficient reproduction of routine tasks. We leverage the project module very much as it allows us to incorporate contractors and capture their time and costs and associate them to the proper department.

ManageEngine review by Jason C.
Jason C.
Validated Reviewer
Verified Current User
Review Source

"A lot of great features and modules but not a lot of community support or training materials."

What do you like best?

I like the integration between modules and functions. There is a lot of functionality packed into the overall package. I wish we had a best practices implementation guide when we started to take full advantage of everything from the outset. I also like being able to write my own custom queries for analytical purposes. We have taken advantage of that.

What do you dislike?

The interface has several little quarks that can make navigation and ticket submission challenging for our customers at times. I wish there were technician training videos readily available. I also wish there were some module specific overviews (videos) for the admin. We have spent a ton of time figuring things out by trial and error.

We have particular difficulty with the asset management portion of the application especially with how it integrates with the purchasing module. We constantly fight duplicate assets and support has not been helpful. I have purchased far more asset licenses than I need just to have a buffer to handle these duplicates before they can be cleaned up.

We also have Desktop Central and we have never gotten the two databases to sync as was originally promised. We essentially have to manage two separate inventories because of it.

The service request function is almost good. It doesn't quite meet our needs in the routing function so we have to use an incident request template and manual processes as a work around.

Recommendations to others considering the product

Consider some implementation help. We were basically given the software and left to fend for ourselves. Support for our implementation wasn't near as robust as I had hoped and the online community is present but not as active as I had hoped. Support will help you with minor issues but they are really only a help desk. They have yet to resolve some of our larger issues and language can be a barrier.

What business problems are you solving with the product? What benefits have you realized?

I was able to reduce some calls to the help desk by implementing the customer portal.

ManageEngine review by Ismael C.
Ismael C.
Validated Reviewer
Verified Current User
Review Source

"Improve agent productivity"

What do you like best?

Prevent SLA violations by enabling multi-level proactive response and resolution escalations. Service Desk Plus is a mature and feature-rich helpdesk solution and uses dashboards to show the current status of all outstanding service requests plus other pertinent system information

What do you dislike?

I dislike that Service Desk Plus is lacking of social media capabilities.

Recommendations to others considering the product

Getting started with Service Desk Plus is simple and straightforward. The initial page can be accessed with a to-do list of steps required to get the system configured for use.

Service Desk Plus allow you to organize all your business critical configuration items in one place and give your technicians in-depth visibility of all accumulated IT assets and services, I recommend to use this feature.

What business problems are you solving with the product? What benefits have you realized?

I get information on all pending or completed tickets based on parameters such as department, level, mode, priority, requester, technician, category, and request date. I also keep tabs on IT technician performance with SLA compliance and generate reports of the time spent on tickets. Those features are important in my business because I have 2,000 technicians offering customer services.

ManageEngine review by Matthew L.
Matthew L.
Validated Reviewer
Verified Current User
Review Source

"Excellent Helpdesk Solution at a Fraction of the Cost of Competitors"

What do you like best?

There used to be a saying "80% of the features at 20% of the price". I love that phrase and it applies to ServiceDesk Plus (SDP). They may not have every feature, but they have every feature you need and will use. Their pricing is a fraction of the other big helpdesk companies. The product is very easy to install and use.

What do you dislike?

Not much. The main item is to have more control over the screens. For example, the Request screen. I would like to control the layout and what appears. Also the column structure. I can control my own column structure, but I can't make a template and push it out to all Technicians or Requestors.

Recommendations to others considering the product

I have been using SDP for over 10 years and now at my third employer. The product is very mature and continues to be improved upon. The developers are very active in the support forums and most of the enhancements come from existing users. They are very responsive to reasonable requests. Bug fixes and updates are released on a regular basis.

What business problems are you solving with the product? What benefits have you realized?

We needed a helpdesk solution that allowed for tickets to be opened via email and self-service (web portal). We also wanted software and hardware asset management. SDP does all of this and ties into our software distribution system (Desktop Central) and our proactive network monitor solution (OpManager). We have a suite of products that all work together to provide a better support structure to our users globally.

ManageEngine review by Aaron S.
Aaron S.
Validated Reviewer
Verified Current User
Review Source

"The best solution I have ever had the pleasure of using."

What do you like best?

The ease of configuring the system to our requirements, We had 2 months to setup, configure and test the system before going live after the in housing of our IT Support Service. I have used several different solutions as a Desktop Engineer which come no where near Manage Engine ServiceDesk Plus. I am now the ICT Service Delivery Manager and have had the pleasure of being given this product to configure. The email support provided by Manage Engine is so quick and easy to use.

What do you dislike?

Not much at all;

It would be great if when updating the users details within Manage Engine it would update the Active Directory.

Using a specific template for email submissions would be a big bonus too.

Recommendations to others considering the product

Ensure you have your processes in place before you begin configuring the system for your use. You will find this will help you in creating the perfect service desk.

What business problems are you solving with the product? What benefits have you realized?

We have realised managing support tickets need not be a pain. The system is really intuitive and my service desk engineers need very little training to get up to speed.

ManageEngine review by Craig C.
Craig C.
Validated Reviewer
Verified Current User
Review Source

"Easy, quirky, fast, intuitive, Excellent product "

What do you like best?

The software is very easy to use and fits very well into the ITIL framework. The configuration options available to you compared to other far more complex products can be done with some self taught training. It does what you tell it too with no scary surprises. Other products require you to have either external consultants which can be expensive or you have to train the internal staff which again can be costly.

the user interface is quirky and pleasing to the eye. The reporting features inside gives some useful information visually with a few clicks of the mouse. It is also a lot less expensive in comparison to other products on the market.

What do you dislike?

I cant say there is much to dislike. the only thing i fear of is the single tiered support groups. This is both a positive and a negative, as the same statement applies to both Keeps it very flat support organization. The hardest part was to get your head around the sites and timezones.

Recommendations to others considering the product

Install, log tickets, adopt and adapt processes, measure, improve, repeat.

the product is from my experience very easy to use from an agents point of view and ease of administration from backend teams point of view.

What business problems are you solving with the product? What benefits have you realized?

Better efficiency in delivery of IT services to the global business with clear understanding of areas of weakness and improvment opportunities.

ManageEngine review by Patrick M.
Patrick M.
Validated Reviewer
Verified Current User
Review Source

"ManageEngine SupportCenter Plus"

What do you like best?

Ease of creating tickets, updating tickets, closing tickets, responding to tickets, contract tracking, Account tracking, professional service hours billing, custom reporting capabilities.

What do you dislike?

Some of the functionality could be better thought out. For example, when in a ticket you can click the account name, but when you do it only opens a summary window for the account, which does not let you edit any account information. Therefore if you need to update the account you have to save the ticket, navigate to accounts, search for the account, etc, instead of just being able to go straight to the account page and make changes from within the ticket.

Recommendations to others considering the product

Review the software thoroughly before buying. If possible, get a demo of the software from someone who uses it before buying it. It meets a lot of needs but support is very hard to get a hold of and get things fixed. There are also minor issues here and there that have been annoying, but some of them have been fixed by support with upgrades. Upgrades are pretty easy to rollout and don't require a tremendous amount of time and effort to get pushed out.

What business problems are you solving with the product? What benefits have you realized?

We are using the software to track help desk tickets, professional service hours, and our software maintenance contracts. Using ManageEngine has helped us more easily track this information whereas previously alot of data tracking was being done manually in excel for billing hours, contracts, etc.

ManageEngine review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

"Excellent product, easy to use, a breeze to work in!"

What do you like best?

ServiceDesk has a very simple user interface and has been a huge help to my entire department. Reassigning tickets and updating ticket status is elementary in this system and the ability to append notes and respond to emails directly from the ticket itself is extremely useful.

What do you dislike?

I honestly can't think of anything that I dislike about this tool... I'd love to have pass through authentication, but my boss would have to enable that feature for me and my lacking the feature is not the fault of the program.

Recommendations to others considering the product

I highly recommend this Helpdesk implementation solution... It takes only a short time to get used to its normal operation and makes my job as a network technician miles easier!

What business problems are you solving with the product? What benefits have you realized?

We never had a legitimate helpdesk system before, and since implementation, the Service Desk utility has become a major asset to the entire department. It has increased efficiency and made organization and assignment of tickets and other requests very simple to manage.

ManageEngine review by Carvell W.
Carvell W.
Validated Reviewer
Review Source

"ManageEngine: The Gem"

What do you like best?

ManageEngine has a lot to offer, the reason I tested product from this company was because i needed an asset management application. The asset management feature was great. I was able to manage all the software installed within my network.

What do you dislike?

I disliked the scanning agent, that was the reason for not using the application full time. It seem to take some time to get all the computers. Also it maybe that we have a network with many subnets.

What business problems are you solving with the product? What benefits have you realized?

We needed to know about the computers that are connected to our network and also get an idea of what application the users had installed. the key benefit is that you know if there is any end of life computer or operating system connected and you also get an idea of the software installed, if they are approved or not.

ManageEngine review by Administrator in Photography
Administrator in Photography
Validated Reviewer
Verified Current User
Review Source

"Appropriate Incident management Solution For A Medium-Sized Organization "

What do you like best?

I like the options and customization it offers, despite it not being too intuitive to implement them. Also am very interested in the auto technician assignment and rule engine

What do you dislike?

Its licencing model as it stops working when the licence for the product expired,it should at least allow a single technician without licence

Recommendations to others considering the product

You need smart and adaptable technicians to fully utilize this application.

What business problems are you solving with the product? What benefits have you realized?

ManageEngine offers anything you'd want in an ITSM, but with an outdated interface that can be cumbersome to navigate and use from a technician perspective. If you can figure out the "tricks" to using it and making it do what you want, it will suit any medium-sized organization.

ManageEngine review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Very effective easy to manage help desk ticketing solution."

What do you like best?

Intuitive interface. Easy to deploy and manage. Its been a very reliable product and requires very little maintenance to keep it running.

What do you dislike?

Setting up the active directory integration was not easy and took a lot of digging through the forums and a lot of trial and error before getting it to work correctly.

Recommendations to others considering the product

They have a very nice trial period for software and they will grant extensions if you need more time evaluating.

What business problems are you solving with the product? What benefits have you realized?

We use it for our help desk ticketing. It has used by our IT department every day for the past 5+ years and has served our needs well. Having a centrally managed ticketing system is essential for a small IT team that supports a very large user base. Service desk allows us to prioritize tickets and work through issues on a timely manner.

ManageEngine review by Administrator in Entertainment
Administrator in Entertainment
Validated Reviewer
Verified Current User
Review Source

"IT Help Desk technician that uses the product for ticket management."

What do you like best?

I like the fact that you can generate so many different reports with your data in Service Desk Plus. We also like being able to save the solutions for our problems so that we can reference them for future use. The solutions have came handy in the instance of our many reoccurring end user issues.

What do you dislike?

I do dislike some of the interface design. Overall it is a good design, but seems a little out of date. I do like all of the info graphics on the dashboard. It would be nice if we could customize the colors of some of the graphics.

Recommendations to others considering the product

I would recommend this product for its overall user friendly environment. Once again, you can retain a lot of information through this solution. We were also able to utilize the solutions portion in order to ensure that we were consistent with our application of solutions for problems that kept occurring over and over.

What business problems are you solving with the product? What benefits have you realized?

We are solving our record retention and any issues that we had with producing proof of work. The amount of reports you can run to specify what departments or areas of your business are creating the most tickets in certain periods of time are also extremely useful.

ManageEngine review by Gary J.
Gary J.
Validated Reviewer
Verified Current User
Review Source

"Great service desk"

What do you like best?

ManageEngine is easy to use. Easy to customize. Okay reporting

What do you dislike?

There isn't much to dislike. Simple interface.

Recommendations to others considering the product

As long as you are not a very large enterprise, ManageEngine is a very slick ticketing system. Easy to use and implement.

What business problems are you solving with the product? What benefits have you realized?

ManageEngine Allowed us to implement an easy solution for a service desk. They also have other products that seem to mesh well together.

ManageEngine review by Administrator in Publishing
Administrator in Publishing
Validated Reviewer
Verified Current User
Review Source

"The perfect IT Service Desk solution"

What do you like best?

Easy setup means that it can be up and running within days. Completely flexible within the ITIL framework. Multiple teams and sites supported. Custom templated workflows, services and incidents allow a lot of time savings. Quick replies. Time management allow easy time logging.

What do you dislike?

Occasionally buggy causes misc errors, the reporting suite should be far more powerful. Easy to break with admin settings. Requires time investment through trial and error to really make the most of the system. The UX is slightly outdated and ugly, with only some areas showing improvement.

Recommendations to others considering the product

Working with managengine to understand what modules you will use and why. Spend the time to customise the templates across all areas of the system to ensure time savings are kept to a maximum. Use of the solution module within teams to help with requesters self resolving and team knowledge share. Understand how many technicians you will need and why; what functions each will be using of the system and implement the reports from the get go. Make full use of the time logging features and ensure you're getting the most out of the system.

What business problems are you solving with the product? What benefits have you realized?

The business problem solved by service desk is simply to the implement an IT service desk across a multi-teamed, international business. The benefits have been incredible, from a single point of entry for our users, to time management and logging reports available for management that help outline training and areas for improvement.

ManageEngine review by Krzysztof L.
Krzysztof L.
Validated Reviewer
Verified Current User
Review Source

"Lots of options but needs modern touches"

What do you like best?

Our company was in need of new ticketing service. Having gone though 6-7 this one turned out to suit our needs perfectly.

It is highly customisable and can adapt to every environment. Numerous reporting keeps the management happy and various reminders, notifications, SLAs and announcements keeps everybody informed on what's happening on the help desk.

What do you dislike?

Even though the product has updates and fixes on monthly basis it needs a re-design.

It looks dated. In comparison of design to other products it's well behind.

Recommendations to others considering the product

If you are looking for system with lots of customisations, reporting and user awareness. that's the one.

What business problems are you solving with the product? What benefits have you realized?

Having a well made HelpDesk system helps us prioritize tasks and keep track of all service calls/emails.

Most importantly it helps finding common issues which then can be seen to as a user training needed.

ManageEngine review by Administrator in Nanotechnology
Administrator in Nanotechnology
Validated Reviewer
Verified Current User
Review Source

"Powerful constantly evolving product"

What do you like best?

Lot of functionality and ease of use. The product is constantly adding new features over time. Really helps us to organize our support around three key areas such as requests, changes, and asset management has been great. Utilizing the client has provided us a wealth of data regarding our equipment and facilitated our decision making. Support has also been great.

What do you dislike?

Software can be buggy especially new releases. Things do not always work as you would expect or want them to. Integration with our in house products and services can be a challenge. The interface could be a little cleaner and user friendly. Would love to have more granular control over some of the admin functions and delegate more roles out.

Recommendations to others considering the product

Do your homework and look at everything out there. There is definitely some very good products, but cost is always an issue and you will need compromise. Servicedesk has provided the best compromise in terms of value to cost.

What business problems are you solving with the product? What benefits have you realized?

We are solving organization issues and moving to ITIL processes to increase our users satisfaction and speed up overall response. Also we have been able to accurately get a real representation of our comlete IT inventory and track the entire life cycle.

ManageEngine review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus plays a crucial role in our daily IT provision"

What do you like best?

The speed and accuracy of searching the database. I also like the speed of navigating the interface as well as the zoho reporting tie in and the survey component. I like the ability to customize the fields where needed and the customer portal is very nice as well for those putting in requests.

What do you dislike?

Some of the out of the box reporting is lacking in what i need to be able to see. i have to call support and work with them for custom reports. They are including more and more reports as revisions come along though.

Recommendations to others considering the product

If you are looking for a high speed, low drag software for Help Desk management then this is for you. They also maintain a very open communication platform with their customers and are actively seeking how to get better which is tremendous.

What business problems are you solving with the product? What benefits have you realized?

The need we had for people to be able to submit IT work order issues with ease and keep track of those issues throughout their lifecycle. The efficiency of the program allows us to manage our SLAs and stay in constant response with our customer base so that we know we are providing service that is quality.

ManageEngine review by Administrator in Computer Networking
Administrator in Computer Networking
Validated Reviewer
Verified Current User
Review Source

"I have been using the product since it's inception "

What do you like best?

There are several versions including a MSP . It is all encompassing for support of your users needs. It is super easy to setup and get up and running right away. The cost for the products are very reasonable and they even have a full blown free version for the small users.

What do you dislike?

Honestly I cant think of anything that I dislike.

There are some things that I would suggest they add.

Like to be setup right out of the box they have a Q&A to setup a best practices for you type of organization.

I would like them to add alerts on issues for RMM. But honestly you can add other free tools to do that and send a email alert to create a service request.

Recommendations to others considering the product

This product is the only one i would recommend and I have been doing this for some 30+ years. I have seen many come and go and they are here to stay..

What business problems are you solving with the product? What benefits have you realized?

The easier question to answer is "What aren't we able to solve using it" I haven't seen one yet. With the integration with the desktop central product you have it all at your finger tips.

ManageEngine review by Ben S.
Ben S.
Validated Reviewer
Review Source

"Great product with room for improvement"

What do you like best?

The licensing model is designed to make the product accessible to all levels of business particularly small and medium businesses who in most cases would be able to use the product for free. The product is well designed and maintained. It's well documented, easy to install, upgrade, integrate and manage allowing maximization of resources. There are many well-implemented add-on features that extend the functionality beyond that of a simple help desk ticketing system. Overall you get a lot of bang for your buck!

What do you dislike?

Implementation of customer requested features happens much slower than it used to, but the product does see new features implemented regularly. International development and support can be a challenge from a language barrier perspective. It can occasionally be challenging to effectively convey an issue or need.

Recommendations to others considering the product

This product is well rounded out of the box. As with any product there is room for improvement. If you are looking for a cheap effective help desk tool, ManageEngine Servicedesk Plus should be on your list. Also note that ManageEngine has a number of other offerings and a wide array of free tools as well.

What business problems are you solving with the product? What benefits have you realized?

We needed a help desk tool to manage support, create audit-ability, and allow better management of some IT based workflows. With minimal investment of money and a fair investment of time we have been able to accomplish many of our needs leveraging many of the functions the product offers out of the box.

ManageEngine review by Executive Sponsor in Broadcast Media
Executive Sponsor in Broadcast Media
Validated Reviewer
Verified Current User
Review Source

"Generally positive given the value for the cost as ex Spiceworks users"

What do you like best?

What you get in return for the investment. Asset management, ticketing, support for MS-SQL on the database, purchase order module, contract management....all in a package that is stable with some quirks. It is clearly a "young" product that has some growing to do. Being able to auto create a ticket and respond to the customer is efficient. Having a mobile app that works is really nice.

What do you dislike?

It fails to scan assets too often even with multiple credentials and mechanisms being used. I'd like to see more testing before production release to avoid bugs and fix bugs faster vs. putting more features into the product. I'd also like an easier upgrade mechanism but particularly, an easier way of both installing certificates AND handling cryptographic changes. For instance, SSL should never be used at this point nor should TLS 1.0 be used. Making those changes is cumbersome.

Recommendations to others considering the product

Look hard at this product along with other ManageEngine products. Good value for the money given all the functionality you get...and knowing there is active development going on for improvement.

What business problems are you solving with the product? What benefits have you realized?

More efficiency from an IT operational standpoint and better overall customer service with improved communications

ManageEngine review by Executive Sponsor in Management Consulting
Executive Sponsor in Management Consulting
Validated Reviewer
Verified Current User
Review Source

"Compresehsive Ticketing System that is Easy to Grow Into!"

What do you like best?

ServiceDesk Plus provides a feature rich set of modules that is very configurable. We really liked being able to configure a good part of the system and customize it to our particular needs. We also like that the system can run rather well on a VM with minimum resources (4x16).

What do you dislike?

Overall we really like the product. Since the beginning, this product has lacked customizable reporting which led to a lot of manual report creation for the month-end reports we had to send to our clients. Recently an update has come out that has added some much-needed customization ability to the reports creation module and this has really helped us. We would like to see additional reporting capability continue to evolve over future releases.

Recommendations to others considering the product

Great product with good functionality and a low barrier to entry from an overall cost perspective.

What business problems are you solving with the product? What benefits have you realized?

We are using this product to help us better manage the incoming requests for service from our Manged Services customers. We have realized a ton of efficiency implementing this product and it has helped us better justify time spent on each of our client's accounts on a monthly basis.

ManageEngine review by Travis A.
Travis A.
Validated Reviewer
Verified Current User
Review Source

"Review"

What do you like best?

I like the layout of the screens and the ablity to add additional info.

What do you dislike?

Ability to do advanced searches, such as search all tickets still open by a specific user with key works in the description.

Recommendations to others considering the product

it would be nice to be able to grant someone Administration abilities to be able to build reports or change configs, but not automatically grant them the ability to see all tickets. This becomes a rather large issue with tracking HR requests through the system.

What business problems are you solving with the product? What benefits have you realized?

Tracking all of the issues we have throughout the environment. The implementation has moved beyond our IT department is used by a majority of our teams to track requests

ManageEngine review by Vinh L.
Vinh L.
Validated Reviewer
Review Source

"ManageEngine SeviceDesk Plus for IT management in small business"

What do you like best?

There are many functions and features in one software, like helpdesk, change management, IT stock, Solution ...This is best software for medium business. To manage all of IT service and stock in database, it is easy to control.

What do you dislike?

It is very difficult to configure when implement on the first time. Must to join the training or webinar how to use it.

What business problems are you solving with the product? What benefits have you realized?

To manage all of IT services, helpdesk and IT stock on the software, keep on one database. It is easy to central management and support user, tracking on time and report case by case. The interface is support vietnamese langugage.

ManageEngine review by Colin M.
Colin M.
Validated Reviewer
Verified Current User
Review Source

"Help desk that helps"

What do you like best?

It's easy to use and easy to setup and add new users. The dashboard is pretty handy too for quick look at requests

What do you dislike?

Not being able to change users passwords

Recommendations to others considering the product

Great product, fluid to use

What business problems are you solving with the product? What benefits have you realized?

Its cheaper than other systems used in the past. Easy to set up and has great ease os use for users

ManageEngine review by Kelly M.
Kelly M.
Validated Reviewer
Verified Current User
Review Source

"Solid software."

What do you like best?

The addition of being able to put in software contracts with expiring notifications is really nice.

What do you dislike?

Don't like that it's not super flexible. Features we have requested to be fixed over the years have been ignored.

Recommendations to others considering the product

Relatively inexpensive. Does not integrate well with other systems (i.e. Jira). Can be cumbersome to install mail certificates and other integrations.

What business problems are you solving with the product? What benefits have you realized?

Solving the business problem of a I.T. Helpdesk. We have realized that it cuts down a lot on phone calls.

ManageEngine review by Administrator in Cosmetics
Administrator in Cosmetics
Validated Reviewer
Verified Current User
Review Source

"Service Desk Plus - 8.2.0"

What do you like best?

Fairly intuitive interface for configuring users and categories. Dashboard work out of the box and the pre-configured reports are intuitive. Functionality for technicians works pretty well for time tracking, merging of tickets and group ticket closure. Very easy to set up. Technical support is excellent and available 24x7, couldn't ask for better support services. Using the customer satisfaction survey tool is fairly easy to set up.

What do you dislike?

Not too much. Sometimes the canned reports are not easily customized, need to understand why specific reports generate some strange graphs. You do have to spend some time deciding how to create meaningful reports for teams. The

What business problems are you solving with the product? What benefits have you realized?

Tracking of all tickets for help desk. Monitor activity, trending and monitoring of SLA.

This has given me opportunity to create a business case around the number of tickets that are being opened as well as the types of tickets being opened.

ManageEngine review by Timothy V.
Timothy V.
Validated Reviewer
Review Source

"Convenient, user friendly, highly recommended"

What do you like best?

If I have IT problems, I could easily access servicedesk plush. Type out my problems and submit with ease. I can then get back to work. Highly recommended.

What do you dislike?

The interface is minimum, looks a bit outdated

Recommendations to others considering the product

I would recommend it. Anything that helps me get back to work sooner while allowing me to access IT support if I have any computer problems is a strong recommendation in my book.

What business problems are you solving with the product? What benefits have you realized?

I'm making sure my computer is secure to keep the participants I serve confidential.

ManageEngine review by User in Retail
User in Retail
Validated Reviewer
Review Source

"Service Desk PLUS"

What do you like best?

ease of use great support ability to tie in other Manage Engine products to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user

What do you dislike?

No ability to bulk close multiple tickets relating to a single solution. No true solution database cant really set up keywords making it difficult to use as a knowledge base. Cant easily sort views or change view by changing column size makes it difficult to view all info as it gets cut off. Need the ability to sort of multiple fields or even group out based on fields.

Recommendations to others considering the product

Defiantly try this out it has multiple options and addons to make this a great piece of software for your company

What business problems are you solving with the product? What benefits have you realized?

tracking and maintain helpdesk ticketing system Ability to setup procedure for implimenting chages with templates and making sure approval for changes are tracked

ManageEngine review by Executive Sponsor in Sports
Executive Sponsor in Sports
Validated Reviewer
Verified Current User
Review Source

"Organizes us and makes us responsive to our users"

What do you like best?

Nothing gets lost now. No more taps on the shoulder. No more random emails. Everything goes into Service Desk Plus and gets assigned to the proper technician. All conversation is recorded and the resolution is always available easily.

What do you dislike?

There are so many configuration options that we still haven;t fully settled on how we want it to run.

Recommendations to others considering the product

This is a commitment for an IT Dept and the greater organization. But it's really worthwhile if you commit to it fully. Meaning - all requests must come through the product. When dispensations are give, say, to upper management, then someone else must be responsible for adding the ticket. Maybe even someone in IT.

What business problems are you solving with the product? What benefits have you realized?

Our help desk is now organized and responsive. Our users know what to expect from us, because we've set their expectations.

ManageEngine review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"80% functionality for 20% price..."

What do you like best?

As a product, it offers a great deal of out of the box functionality for a relatively small annual user cost. It handles email-based communication well, and has an easy to use web interface for clients and Support Engineers alike. New features are also added with reasonable regularity.

Hardware requirements are very minimal, and setup is simple (provided you stick with the common deployment scenarios).

The user community and forums are a regularly update by both the provider and other users.

What do you dislike?

The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests.

The support team are willing, but often fob users off on the forum without any clear indication of when (or even if) bugs or feature requests will be raised.

Recommendations to others considering the product

Look carefully at whether it meets your needs via a trial; don't assume that the marketing collateral is actually what the software provides once you move from the basic functionality.

If you can use it for a year or two as your company grows, then it's definitely a great stop-gap product if it delivers the majority of your immediate requirements; just don't expect their support or development teams to take much notice of bugs or functionality requests...

What business problems are you solving with the product? What benefits have you realized?

The need to track client support incidents across an internationally distributed support team at a fraction of the cost of alternative, more mature/industry-standard offerings.

ManageEngine review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"easy to use ticketing solution"

What do you like best?

This is a pretty simple, straight-forward solution to use for service requests. This is coming from after using Track-It, which is a beast of a product and had way too many bells and whistles.

If you need a straight-forward solution to enter tickets and assign to technicians with follow-up capabilities, I would suggest that you at least take a look at this product.

What do you dislike?

sometimes the mail fetch craps out without good reason...

tech support is there, but responses seem canned and have to press for someone to get better technical support.

Recommendations to others considering the product

at least try out the demo, and ask questions that you have in regards to what you're looking to achieve.

What business problems are you solving with the product? What benefits have you realized?

1. place to organize all service requests that come in

2. ability to add notes, send correspondence and keep track

3. auto generates requests sent to email address

4. auto-assign tickets based on 'x,y'z'

ManageEngine review by User in Online Media
User in Online Media
Validated Reviewer
Verified Current User
Review Source

"Great enterprise level ticketing system"

What do you like best?

The software is very easy to use. The buttons and options are clearly visible and easy to find. It also has a mobile app which allows for users to easily check, respond to, and resolve tickets. It also has the option to set reminders and set tasks which is unlike other systems ive used.

What do you dislike?

The main "feature" that I dislike about this system is the text box in the resolution field. You can't tab out of the box to the save/close drop down option. It allows for you to change your font, font color and font size but I think that is really unnecessary for such a program.

What business problems are you solving with the product? What benefits have you realized?

I resolve IT issues from regular help desk type questions to server side support and networking.

ManageEngine review by Svanberg Hjelm G.
Svanberg Hjelm G.
Validated Reviewer
Verified Current User
Review Source

"System Admin"

What do you like best?

How easy it is to manage the system and how everything is accessible

What do you dislike?

I would like to be able to assign multible requests from the "Requests" tab to a group or specific user. I would also like to see (all ManageEngine product) easier to impiment SSL certificates and more support for Always On high Availability for MS SQL.

Recommendations to others considering the product

This product isn't problem free although the ManageEngine support team is responds to requests in very timely manner and, from my standpoint is very professional.

What business problems are you solving with the product? What benefits have you realized?

I use SDP mainly for requests, problem solving and solutions.

ManageEngine review by Scott J.
Scott J.
Validated Reviewer
Verified Current User
Review Source

"Ease of use with ServiceDesk Plus"

What do you like best?

I like how easy it is to navigate and create tickets. I've setup the ability to receive emails whenever a ticket comes into the queue, which helps me to manage our work flow.

What do you dislike?

I don't really have any dislikes for ServiceDesk Plus.

What business problems are you solving with the product? What benefits have you realized?

We are solving anywhere from break/fix to password resets. We use ServiceDesk Plus a lot for projects, backups, and we also allow our Engineering department to see tickets, so they might be able to work on any trouble areas that might occur. We are in the radio and television industry.

ManageEngine review by Sibin S.
Sibin S.
Validated Reviewer
Verified Current User
Review Source

"Very good ITSM solution"

What do you like best?

Excellent ITSM product which encompasses all requirements for ITIL. Also very budget friendly.

What do you dislike?

There is no workflow in problem management.

Recommendations to others considering the product

Very good ITSM solution, however patch management, monitoring requires separate products.

What business problems are you solving with the product? What benefits have you realized?

Able to document solutions and share with other team members.

Comprehensive asset management which shows all details of an asset lifecycle.

ManageEngine review by User in Marketing and Advertising
User in Marketing and Advertising
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus is a cost-effective helpdesk solution"

What do you like best?

Excellent helpdesk management software, even at the free tier. Its integration with other ManageEngine products lets you tailor the software to your exact needs.

What do you dislike?

The newer versions tend to be more resource-intensive on the web client side of things.

What business problems are you solving with the product? What benefits have you realized?

We needed a way to track our helpdesk issues, and ServiceDesk Plus is much easier to use and manage than our previous attempt at a home-grown SharePoint solution.

ManageEngine review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Plus"

What do you like best?

I enjoy the simplicity of SDP that enables users to quickly and accurately log tickets, documentation and change requests. The amount of customization has been expanding with the newer versions, allowing for greater detail to be tracked and reported on.

What do you dislike?

I think there is a bit of a learning curve with stock SDP and it can take time to customize your version to your liking.

What business problems are you solving with the product? What benefits have you realized?

We track help desk tickets, log change requests and share documentation primarily. We also can report on productivity and other metrics as needed.

ManageEngine review by Anthony H.
Anthony H.
Validated Reviewer
Review Source

"Very Helpful - A lot of features"

What do you like best?

I like that it organised my jobs and automated job creation by email.

What do you dislike?

I haven't had the time to figure out the update process. Wish it was just as simple as clicking a button. (Everything I need is working fine anyway)

Recommendations to others considering the product

Take the time to set up properly.

I didn't and now I cannot find the time to go back and re-set it up.

What business problems are you solving with the product? What benefits have you realized?

Tracking IT jobs, recurring issues, and assets.

ManageEngine review by Mark W.
Mark W.
Validated Reviewer
Verified Current User
Review Source

"Review of ServiceDesk+ by ManageEngine"

What do you like best?

A very easy tool to use which gives very effective results via it's configurable reports.

Price is extremely competitive and I do not believe there is as effective a tool, at this low cost, on the market.

What do you dislike?

Can be tricky to reconfigure i.e. add and remove fields from forms.

Recommendations to others considering the product

A great solution for logging Customer queries and issues. Has allowed our company to significantly improve our Customer satisfaction levels by logging and making visible Customer queries which were previously being missed.

What business problems are you solving with the product? What benefits have you realized?

Customer queries and Quality issues.

ManageEngine review by Daniel H.
Daniel H.
Validated Reviewer
Verified Current User
Review Source

"Excelent Help Desk Tool"

What do you like best?

Compliant with ITIL best practices, very user friendly and customizable.

What do you dislike?

The Self-Service portal could be more customizable.

What business problems are you solving with the product? What benefits have you realized?

Better Incident management, and we were able to follow ITIL guidances with the tool

ManageEngine review by Administrator
Administrator
Validated Reviewer
Review Source

"ASC ManageEngine Review"

What do you like best?

Its a simple enterprise product to utilize with many modules to enhance the experience and use of ServiceDesk.

What do you dislike?

The reporting could enhanced to provide greater analysis with little time to create.

Recommendations to others considering the product

Its a cost effective solution that is easy to implement without the analysis required to assess & obtain a help desk system.

What business problems are you solving with the product? What benefits have you realized?

Its being used by IT support for internal staff to report any technology issue, requires for any IT related service such as Cell Phones, Projector, Trade Show support, etc.

It provides IT to track all support incidents, provides a knowledge base for repetitive type problems, reporting for management to justify additional IT resources.

ManageEngine review by Darren H.
Darren H.
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus"

What do you like best?

Versatile

Support and feedback is great

Mobility available

Covers ITIL framework -change and problem management

they added project management

What do you dislike?

Templates were not flexible

user access to portal had issues at times

Recommendations to others considering the product

Great Product!

What business problems are you solving with the product? What benefits have you realized?

IT issues were much more easier to handle and support

email to ticket

assigning to tech

priority based -SLA

easier classification with categories

knowledge base and ticket conversion to knowledge base -for easier referencing

report at a click of a button, customized report very easy to setup up

ManageEngine review by User in Education Management
User in Education Management
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus Daily User"

What do you like best?

ServiceDesk Plus allows you to have emails, notes and resolutions all contained within a request. It is easy to create, update and close a request. I like the AD Authentication as well.

What do you dislike?

I don't like the search functionality. It is somewhat cumbersome if you want to narrow down your search.

Recommendations to others considering the product

I would recommend this software for mid to smaller companies.

What business problems are you solving with the product? What benefits have you realized?

We use ServiceDesk to keep track of requests and the history of the requests. Reports are ran on a regular basis to view the volume of requests that are received and the timeliness of completion.

ManageEngine review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Best Ticketing system with ease of setup and administration"

What do you like best?

Product is easy to use and setup was a breeze. We have both standard edition and enterprise edition.

What do you dislike?

Not much to dislike. It does what it says it does.

Recommendations to others considering the product

Don't delay your purchase of this product. I have recommended this to others and have only had positive feedback.

What business problems are you solving with the product? What benefits have you realized?

Once you enter in solutions, it makes troubleshooting issues so easy as the ticket reads all solutions and tries to give you the best possible solution.

ManageEngine review by Eric C.
Eric C.
Validated Reviewer
Review Source

"Love this product for Patches/Updates for PCs and Servers. also great tools like Remote Control"

What do you like best?

consistency of new updates appearing to allow us to Approve or Disprove for rollouts.

What do you dislike?

constant build or software updates that needs the services shut down to run.

What business problems are you solving with the product? What benefits have you realized?

allows us to stay up to date with Microsoft and 3rd party updates. great resource for inventory and specs/data around it, also software installed per device. the remote control tool is extremely beneficial especially with having multiple sites.

ManageEngine review by David R.
David R.
Validated Reviewer
Verified Current User
Review Source

"Service Desk Plus"

What do you like best?

I have implemented and used Service Desk Plus in my last two roles, I have used other service desk software in the past but this is head and shoulders above.

Easy to setup and use on a day to day basis and easy to customise to my needs.

Recommened

What do you dislike?

cant think of any to be honest, does exactly what I want

What business problems are you solving with the product? What benefits have you realized?

it manages IT request and problems easily and use the change management module all the time

ManageEngine review by Administrator in Newspapers
Administrator in Newspapers
Validated Reviewer
Verified Current User
Review Source

"ManageEngine Servicedesk plus - satisfied users for more than 7 years"

What do you like best?

As a business and large group of IT technicians, we are more than happy with the constant development of the product over time as more and more powerful features are added.

What do you dislike?

We would prefer it if you could request a feature and if it's obviously beneficial get it added to the product in a short time.

Recommendations to others considering the product

The free edition does everything a helpdesk requires, but additional features are well worth the purchase of the pro edition. I can't speak for the Enterprise version as we don't have it.

What business problems are you solving with the product? What benefits have you realized?

Management and reporting of a full IT helpdesk solution supporting over 4,000 users. While I realise other products are available, this delivers virtually everything we need.

ManageEngine review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus Help Desk"

What do you like best?

it is simple to use and very User friendly

What do you dislike?

Nothing. This software is used a lot by our organization

Recommendations to others considering the product

It is easy to setup and for your users to use. it keeps track of all your issues and lets you run reports on these issues

What business problems are you solving with the product? What benefits have you realized?

We are using it to keep track of IT Issues and other various issues.

ManageEngine review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"ManageEngine Review"

What do you like best?

I like that it is so detailed and updates you when there are changes to your tickets.

What do you dislike?

I sometimes get irritated at how long it takes me to put a ticket in (all of the different questions I must answer that aren't relevant to my helpdesk ticket).

What business problems are you solving with the product? What benefits have you realized?

We are improving customer service through using ManageEngine to keep in better contact with customers and give them a portal to report issues with.

ManageEngine review by Scott G.
Scott G.
Validated Reviewer
Verified Current User
Review Source

"ServiceDesk Keeps Me Organized"

What do you like best?

The thing that I like most about ServiceDesk is how it can organize and prioritize my work. Having tickets generated keeps me working on the things that are most important.

What do you dislike?

There's not really anything I dislike about the product itself. A recent update came out and moved some things around, but it's a fairly simple product to use.

What business problems are you solving with the product? What benefits have you realized?

Keeping the most important work at the top of my pile is the biggest thing I've gotten out of this product.

ManageEngine review by Wayne L.
Wayne L.
Validated Reviewer
Verified Current User
Review Source

"Best IT tool we could ever have."

What do you like best?

Efficient way to organize and keep track of end user requests and internal projects.

What do you dislike?

There are a few restrictions on how users can edit their own existing open help desk cases. otherwise, there is very little in the way of any negative comments.

What business problems are you solving with the product? What benefits have you realized?

We are able to keep track of issues and ensure proper follow up. Analysis of what out Techs are doing and their performance can be seen as well.

ManageEngine review by Administrator in Hospitality
Administrator in Hospitality
Validated Reviewer
Verified Current User
Review Source

"ITIL-Ready Help Desk solution for your environment"

What do you like best?

Its powerful integration with IT management apps , smart automation and extensive report capabilities

What do you dislike?

Its licencing model as the product itself stopped working once the licence is expired

Recommendations to others considering the product

Its is one of the great incident management tool for your enterprise, needs improvement in the licencing model

What business problems are you solving with the product? What benefits have you realized?

It helped to create best practice ITSM workflows, and its auto technician feature helped a lot of servise desk tasks.

ManageEngine review by Administrator in Food & Beverages
Administrator in Food & Beverages
Validated Reviewer
Verified Current User
Review Source

"Simple yet effective ticketing and change management system "

What do you like best?

It integrates tickets, change management, and purchases all in one place and allows end users an easy way to enter help tickets

What do you dislike?

You can not delete or edit replies to tickets if there are mistakes. Sometimes has other quirks, but nothing that has been major.

What business problems are you solving with the product? What benefits have you realized?

Help desk tickets, change management, and purchase order tracking

ManageEngine review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Excellent Platform for Our Service Needs"

What do you like best?

We like that we can configure it to be able to support multiple business units as well as having multiple support groups that remain independent of each other yet can roll up for reporting.

What do you dislike?

The UI needs some updating. We are hoping a future release will take care of this.

Recommendations to others considering the product

Update the UI and integrate better with Zoho CRM. I'm sure that's in the works.

What business problems are you solving with the product? What benefits have you realized?

IT Support tracking for multiple businesses.

Customer Service related issues for different business units.

Using ManageEngine, we have been able to track all issues and categorize them. In doing so, our businesses have been able to course correct to mitigate similar issues from happening.

ManageEngine review by Osinakachi N.
Osinakachi N.
Validated Reviewer
Verified Current User
Review Source

"BEST INCIDENT MANAGEMENT APPLICATION"

What do you like best?

Technician 2, text and email feature....

What do you dislike?

Overdue requests don't reclassify after severity reduction

Recommendations to others considering the product

Easy to use for internal and external incident tracking.

What business problems are you solving with the product? What benefits have you realized?

Incident tracking.

ManageEngine review by Gregory K.
Gregory K.
Validated Reviewer
Verified Current User
Review Source

"Great product"

What do you like best?

Web based. Option for hosted and on premise. Software is easy to use and works well. Updates are fairly frequent. Keeps adding more features.

What do you dislike?

Some features not available between hosted version and on premise version. Would be nice to see even more improvements faster. Price is a bit high.

Recommendations to others considering the product

It's a good choice

What business problems are you solving with the product? What benefits have you realized?

IT Help Desk/Asset Tracking

ManageEngine review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Great Product for a great price"

What do you like best?

The Asset and Contract Management with the built in Help Desk

What do you dislike?

I wish it was more integrated with other products.

Recommendations to others considering the product

If investing is ServiceDesk Plus. I would also recommend tying it to other ManageEngine Products such and DesktopCentral and ADSelfService Plus.

What business problems are you solving with the product? What benefits have you realized?

The Help Desk allows us to track and sort trouble tickets more efficiently. Contract and Asset management has really help cut down on our "Paper" files

ManageEngine review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good Product to use"

What do you like best?

You can get as detailed as you would like.

What do you dislike?

Sometimes there are too many options. So you really need to spend time on the initial setup.

Recommendations to others considering the product

Plan and set up correctly, Plan and plan as there are many options.

What business problems are you solving with the product? What benefits have you realized?

This helps keep track of all helpdesk calls and inventory of software.

ManageEngine review by Administrator in E-Learning
Administrator in E-Learning
Validated Reviewer
Verified Current User
Review Source

"Overall well "

What do you like best?

We primarily use it for the assets tab to maintain our equipment and inventory. Without this, we would have to have some sort of excel sheet that would have to be consistently updated.This allows us to maintain everything a lot easier.

What do you dislike?

From my understanding, it is over priced. Something like this is helpful and necessary for larger companies but I feel that they could reach out to smaller companies if it wasn't so overpriced. I personally do not know the prices however it has been mentioned previously with management about other cheaper alternatives.

What business problems are you solving with the product? What benefits have you realized?

Again, mainly it would be to maintain equipment accountability.

ManageEngine review by Jason D.
Jason D.
Validated Reviewer
Review Source

"service desk Plus replacing Spiceworks"

What do you like best?

Seperate incidents and requests, problem management, fairly simple to get running, automatic assigning and escalations.

What do you dislike?

Enterprise version missing key features (mainly within asset management - WOL, remote service management, uninstall/install software), lack of customizability and personalization without recoding (but disappears when updates are applied), lack of responsiveness or slow support, little assistance for advanced report creation, poor community forums (compared to others). The key missing features are costly and extra. AD management, Desktop Central, advanced reporting (Zoho Reports) - raises original enterprise purchase price to over double.

Recommendations to others considering the product

Great tool. Does what is advertised. Research all the possible additions you might need to make a proper decision.

What business problems are you solving with the product? What benefits have you realized?

Better execution of requests and incidents, better track of SLA's, great improvements in project management.

ManageEngine review by Administrator in Medical Devices
Administrator in Medical Devices
Validated Reviewer
Verified Current User
Review Source

"Best Free Help Desk"

What do you like best?

Cost is nothing, it is updated very frequently. It does a great job at managing tickets.

What do you dislike?

I wish some actions would be a little bit easier to do. Such as changing priority of tickets should be a drop down instead of a full edit of the ticket.

Recommendations to others considering the product

Give it a shot, it's free.

What business problems are you solving with the product? What benefits have you realized?

Managing IT issues with end users.

ManageEngine review by Michael L.
Michael L.
Validated Reviewer
Verified Current User
Review Source

"Manages pretty well"

What do you like best?

Very configurable with lots of flexibility in designing input forms and categories.

What do you dislike?

Nothing about Service Desk warrants a complaint from me.

What business problems are you solving with the product? What benefits have you realized?

Improved SLA's, more productive use of time, better collaboration.

ManageEngine review by Administrator in Furniture
Administrator in Furniture
Validated Reviewer
Verified Current User
Review Source

"Simple and flexible product"

What do you like best?

Easy to setup, nice data export features. SQL query available. Nice integration with other ME products.

What do you dislike?

Would like a custom report builder with more possibilities. Better custom form management/editor.

What business problems are you solving with the product? What benefits have you realized?

Easy to see what the main issues are for quick wins. Easy issue tracking. Nobody is forgotten.

ManageEngine review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"ManageEngine ServiceDesk Plus is easy to use"

What do you like best?

It is easy to administer and customize to use for different things. We presently have 4 instances setup for different departments.

What do you dislike?

There are still somethings that could be automated that are not included yet

What business problems are you solving with the product? What benefits have you realized?

It lets us keep track of on going issues and projects.

ManageEngine review by User in Financial Services
User in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Adequate and complicated"

What do you like best?

Has most functionality that one would expect from a case management system.

What do you dislike?

Does not provide sufficient flexibility to customize the way that is needed.

Recommendations to others considering the product

If you have a very simple solution needed this is the right tool for you. If you need flexibility and custom solutions you may want to look elsewhere.

What business problems are you solving with the product? What benefits have you realized?

We use for IT help desk, payroll issues, HR issues, facilities issues and requests

ManageEngine review by Charles T.
Charles T.
Validated Reviewer
Review Source

"Pleased & Surprised"

What do you like best?

The name does not do the product justice. The suite of solutions many capabilities, as they relate to ITIL.

What do you dislike?

The AD360 product should have a virtual directory capability. Marketing should be engaged.

Recommendations to others considering the product

Ensure you document your requirements prior to making the purchase.

What business problems are you solving with the product? What benefits have you realized?

Service Ticket capture and resolution. Need to work on dashboards and reporting to optimize service desk users.

ManageEngine review by User
User
Validated Reviewer
Review Source

"Procs and Cons of Manage Engineen Ticketing System"

What do you like best?

I like the simplecity of the icons and user friendly website. Usefull functionalities and fast ticket projection.

I like as well the customazition of reports and sla projections.

What do you dislike?

The availablity and recovery of the service once the ticketing system went down or slow loading when we accessing the ticketing system.

Recommendations to others considering the product

Webapp and mobile app both are great that you can miximize your productivity

What business problems are you solving with the product? What benefits have you realized?

It help us to keep tracking the user request for assistance and keep trscking our sla.