InvGate Service Desk vs. ManageEngine ServiceDesk Plus

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited

Incentivized

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.

Incentivized

• Set-up of system.
• GUI is user-friendly.

Incentivized

• 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

Incentivized

• The database for back-end is clunky and cryptic, and it is very hard to access data.
• The reporting functions are really lacking.

Incentivized

• 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.

Incentivized

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

Incentivized

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.

Incentivized

This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.

Incentivized

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.

Incentivized

At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running

Incentivized

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).

Incentivized

• Upfront, it had a very good ROI compared to a homegrown system that was being used.
• Allows users to submit issues to get MFG back up and running.

Incentivized

• 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.

Incentivized