What users are saying about
Top Rated
43 Ratings
Top Rated
43 Ratings
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Score 7.6 out of 101

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Likelihood to Recommend

ServiceDesk Plus

Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.
Miguel Nuñez profile photo

Feature Rating Comparison

Incident and problem management

ServiceDesk Plus
7.1
Organize and prioritize service tickets
ServiceDesk Plus
8.0
Expert directory
ServiceDesk Plus
6.9
Service restoration
ServiceDesk Plus
7.0
Self-service tools
ServiceDesk Plus
5.9
Subscription-based notifications
ServiceDesk Plus
7.7
ITSM collaboration and documentation
ServiceDesk Plus
6.9
ITSM reports and dashboards
ServiceDesk Plus
7.2

ITSM asset management

ServiceDesk Plus
7.2
Configuration mangement
ServiceDesk Plus
7.6
Asset management dashboard
ServiceDesk Plus
7.1
Policy and contract enforcement
ServiceDesk Plus
6.8

Change management

ServiceDesk Plus
7.8
Change requests repository
ServiceDesk Plus
7.3
Change calendar
ServiceDesk Plus
7.5
Service-level management
ServiceDesk Plus
8.6

Pros

  • 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 profile photo

Cons

  • We would like to see the ability to schedule technician auto-assign based on shifts. Presently we have to manually select technicians after close of business Friday for the weekend shift each week.
  • When managing a problem, it is difficult to extract a list of attached Incidents for use elsewhere. I must add that it is very easy to bulk add Incidents during an event. The only small issue with the bulk add is that the window only shows you 5-10 incidents at a time, and you must scroll through to select Incidents. We'd like to be able to see a full page view of the list.
  • When editing a request, the history is graphically & textually very verbose. Too much so in many cases. For example if a user has included screen shots, the entire email string is repeated for each change. For example an email forwarded to Helpdesk, repeats even though the only change made was to update the requestor from the person forwarding to the actual requestor.
  • It is not currently possible to update a problem automatically using special characters in the subject line, like we are able to do in a request. We overcome this by always creating a root incident for each problem that collects all the email communication of the resolution.
Norman Chambers profile photo

Likelihood to Renew

ServiceDesk Plus6.0
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
No photo available

Usability

ServiceDesk Plus6.2
Based on 2 answers
Did not require intense installation effort or a large investment in technician or agent training. Day to day operations are intuitive and simple.
Norman Chambers profile photo

Support

ServiceDesk Plus10.0
Based on 1 answer
Easy to contact, most serious issues resolved very quickly.
Norman Chambers profile photo

Alternatives Considered

We are actually moving away from ServiceDesk Plus to JIRA Service Desk. This is because of the flexibility that JIRA offers versus the more "locked in" fields in ServiceDesk. It also is going to allow us to better customize our requests and track our SLAs on different types of requests.
No photo available

Return on Investment

  • Has increased efficiency within our IT department
  • Our staff spend less time looking for tickets and tracking customer requests
  • People being on vacation or out sick does not affect the resolution of tickets like before since all tickets are in a central place and can be picked up by any staff member.
No photo available

Pricing Details

ServiceDesk Plus

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