- Meeting SLA's which help us better serve our customers
- Manage tickets from when they are opened by customers up until they are resolved
- Helps in streamlining the change management process
- A better UI/UX, compared to similar tools it isn't as intuitive
- Limited in features and functionality compared to similar tools
- It takes long for feature requests to be developed into the tool
- Their search feature isn't as useful and takes a while to find what you are looking for. With other tools searching is a breeze.
- On-Premise or SaaS.
- Service Catalog.
- Asset Management.
- Multiple Add-ons.
- Intuitive interface
- Custom fields or request forms.
- Admin panel is a bit confusing.
- Self Service portal needs more content
- Dashboards are very restrictive.
End users are all able to submit and view tickets for themselves. They may either use the web interface or simply email an internal email address that will automatically create a ticket for them.
Asset management is probably the most robust feature the software provides. We are able to do absolutely everything we need with over 2000 IT assets in the company.
Finally, we use the recurring ticket feature and templates to assist the IT department with day to day tasks such as onboarding/offboarding, inventory reminders, health checks, etc.
- Makes it very easy for end users to submit tickets. They don't need to fill out forms or get discouraged after being unable to find a link/login credentials. All they have to do is send an email and continue on with their day.
- Asset management is extremely robust. Every possible data point you could need is available for an IT asset. We have our entire phone, PC, laptop and server equipment inventory in ServiceDesk. Tracking/scanning is very easy and reliable.
- Easy to integrate and deploy. Setting it up was an overnight process and it was seamlessly integrated with active directory. We have even run test instances for other departments that wanted to evaluate the product for themselves.
- Timers for technicians are hard to keep track of if you're working on multiple tickets. There's no dashboard or control panel that will tell you that you left a timer running anywhere. It takes a good bit of diligence to not forgot about those if that's something your company wants to use.
- Updates are frequent and sometimes there are a lot of small changes that may seem insignificant but greatly impact your comfort level. For instance, we had a minor upgrade that also changed how the search function worked on some pages. Typing in a ticket number in the search field used to automatically bring the ticket, afterward it does a search even if there's only one result.
- Leaving a window open long enough will result in a timeout that has to be refreshed or reloaded. If you try to log back in it creates a window in a window that is not possible to fix. There should be an option to stay logged in. It's no different from the already existing "remember me" option.
- Opening service requests
- Tracking service requests and allowing you to search for previous requests
- Allowing the end users to see open tickets and request status updates
- Searchable solutions database
- Asset tracking
- Preventative maintenance tasks
- They now have the ability to track your time on a ticket, but not being able to see what tickets you have timers running on is a disadvantage. I've had ticket timers running for days before I knew they were running.
- The interface sometimes hangs when trying to add time
- Does well in functioning as a help desk software.
- It has e-mail alerts and can be set up for specific groups for specific types of tickets.
- It allows a round-robin style of ticket assignment
- Can manage software contracts with alerts on renewals/expiration
- The interface is sort of clunky
- The reporting is not flexible and hard to do if using ad-hoc.
- The mobile app is confusing.
- Shows metrics of service calls completed or overdue to the technicians and management so they can see the areas that need help.
- Allows a call to be assigned to a technician and passed off as needed to the proper person with the necessary skills to complete the call.
- Keeps solutions to known issues, searchable by keywords and they can be grouped by solution type.
- Screen changes/refreshes are slow at times, takes forever to send an update to the requester.
- Need a better way to keep and track attachments, they appear to the right of the main call but can be buried in a conversation.
- Can't easily close a resolved call unless missing fields are entered, sometimes involving multiple saves, based on needs.
- 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.
- 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.
- Purchase orders are processed quicker and with less paper.
- Tickets are tracked and people are held accountable for not processing them on time.
- Ticket surveys are helpful to our department because it helps us pinpoint issues on IT tickets.
- Asset tracking duplication causing us to run out of licenses too quickly
- When you receive an item in the purchase order, you arent allowed to edit what the cost of the item was actually bought for without resubmitting the req.
- Clean request interface
- Contains a lot of the basic functionality you need to run a service desk
- A lot of customisable notification features
- Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version).
- Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number of accounts can result is an unsustainable amount of administration.
- Although SDP has a large range of functionality, you can tell it hasn't been developed in depth. Although it does the operation on paper, day-to-day use can end up being frustrating.
- Design can be a bit ugly - windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
- Support operates in India Standard Time.
- Functionality can often just break.
More suited towards a service desk managing simple incident/request ticketing.
- Managing and organizing service requests.
- Easy search feature to look up past tickets.
- Reporting feature gives you the ability to see how your techs are doing on a weekly or monthly basis.
- Branding specific to the company.
- Custom reports.
- Email integration.
ServiceDesk Plus Scorecard Summary
Feature Scorecard Summary
About ServiceDesk Plus
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. The vendor says due to its advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance.
Additionally, the vendor says this solution is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models! The vendor offers a 30-day free trial.
ServiceDesk Plus Competitors
ServiceDesk Plus Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
ServiceDesk Plus Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Linux, Mac|
|Mobile Application:||Apple iOS, Android, Windows Phone|
|Supported Languages:||Chinese, English, French, German, Japanese, Portuguese, Spanish, Swedish, Brazilian Portuguese, Danish, Dutch, Italian, Norwegian, Polish, Russian, Serbian, and Vietnamese|