Likelihood to Recommend It is helpful when someone wants to reassign issues and delegate tasks to other co-workers. However, it is not a good place for documentation because it is difficult to navigate older issue tickets. This is my personal experience with RightNow, an Oracle application used to manage our incident reports and project tracking documents
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 It kept a log of all our issue tickets going back many years. Oracle made it easy to collaborate on issue tickets and work with my team members. It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email. Oracle helped our department to delegate issue tickets and monitor each other's projects. 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 search function was very poor, which made it difficult to find our issue tickets in RightNow. The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people. It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function. 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 It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers. The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times. This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports. 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