Jira Service Management is one of the strongest rival of Manage Engine Service Desk Plus. If we compare, both of them are really good for incident management and workflows. But when time to decide, Manage Engine Service Desk Plus is front of Jira Service Management with a few …
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Chose ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk just had the right combination of features available that our business required, and a more reasonable price than some of the other products that were looked at.
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, …
We decided to make the change to move from ManageEngine Service Desk Plus to Spoke for our ticketing system solution. We have never looked back. Everything from the UI to the AI-driven auto responses is "night and day" better. It isn't even a question and we wouldn't be …
Zendesk is more intuitive and has a better interface. We have other areas on campus like our front facing students center that use Zendesk. Zendesk provides better in-depth reporting and is easier to roll-out to other areas on campus.
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 …
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus …
Spent a lot of time reviewing these type of software packages, this one does more right in a webified package. GoToAssist has the remote capability but lacks the resolution tracking of ServiceDesk Plus.
No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most …
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.
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
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.
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
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.
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.
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).
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.