This review does not include a rating.
This review does not include a rating.
66 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Passport Asset Tracking System

No answers on this topic

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.5
Organize and prioritize service tickets
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.7
Expert directory
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
7.7
Service restoration
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.5
Self-service tools
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.2
Subscription-based notifications
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.3
ITSM collaboration and documentation
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.5
ITSM reports and dashboards
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
7.7

ITSM asset management

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
7.3
Configuration mangement
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.1
Asset management dashboard
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
6.9
Policy and contract enforcement
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
6.9

Change management

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.0
Change requests repository
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.3
Change calendar
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.7
Service-level management
Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.2

Pros

Passport Asset Tracking System

No answers on this topic

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

Cons

Passport Asset Tracking System

No answers on this topic

ManageEngine ServiceDesk Plus

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Usability

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
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.
Kayla Streeter | TrustRadius Reviewer

Support Rating

Passport Asset Tracking System

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.6
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Passport Asset Tracking System

No answers on this topic

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

Return on Investment

Passport Asset Tracking System

No answers on this topic

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Anonymous | TrustRadius Reviewer

Pricing Details

Passport Asset Tracking System

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Passport Asset Tracking System Editions & Modules

Additional Pricing Details

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.8

Likelihood to Renew

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
6.0

Usability

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
8.0

Support Rating

Passport Asset Tracking System
ManageEngine ServiceDesk Plus
9.6

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