Does the job, but not fancy
Use Cases and Deployment Scope
We use Service Desk to track incidents (a.k.a. "trouble tickets") for IT services provided to the entire organization (which spans five states now). We also use it to provide a Change management platform within IT. While there is some availability to staff & students, mostly it's used by IT staff to create, work, and resole tickets.
Pros
- Follow pre-defined workflows for ticket types.
- Properly route tickets & messages to internal users.
- Offer a simplified interface for writing message templates and workflows.
Cons
- I wish it had responsive web design, when accessing it via cell phone.
- Small flaws in email templates can cause messages to be filled with field names instead of actual data.
- The change management calendar can get crowded on busy days, and it's hard to read.
Likelihood to Recommend
If you are using other tools (e.g., asset management) that integrate with Service Desk, it can get extra value and provide better functionality. Its ability to send & receive email is not unique, but it really makes life better than software that we used in the past (which lacked this feature). The lack of responsive design makes it hard to use on small displays, and which would be nice for users of tablets.
