Likelihood to Recommend The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
Read full review Pros Manages a large amount of data without slowdown or issues. Reliable platform for incident and problem management. API usage for linking to other systems is basic but useable. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Ticket logging for end users, so they can see the progress on their help requests Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts Read full review Cons The interface is quite hard work, not very visually friendly It all just feels a bit old fashioned and needs a reboot This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct. Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though. When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians. Read full review Likelihood to Renew ManageEngine, A Div of Zoho Corporation Pvt Ltd
we are looking at other tools like
Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
Read full review Usability ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
Read full review Support Rating ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
Read full review Alternatives Considered ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
Read full review Return on Investment The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there. However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times. Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner. The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer. Read full review ScreenShots