Likelihood to Recommend 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 vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
Read full review Pros 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 User-friendly interface. Reliable tracking system and alerts to maintain overall control of the proceses. Meets all the needs of the average company. Read full review Cons 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 Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated. It's still very simple. There is room for improvement with the setup of the admin panel. The dropdowns function funny when scrolled down. It's picky but it's frustrating. The search function could be improved. 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 I love this CRM, very user friendly. Not conflict and easy to generate the date for reporting.
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 It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
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 VTiger had better overall cost and native capabilities that other solutions lacked. We used
Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
Read full review Return on Investment 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 Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management. Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming. Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work. Read full review ScreenShots