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ManageEngine ServiceDesk Plus

Score9.3 out of 10

135 Reviews and Ratings

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What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features ManageEngine ServiceDesk Plus has to offer, as determined by TrustRadius' reviewers.
Based on 135 ratings of ManageEngine ServiceDesk Plus's features
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Top Performing Features

  • Service-level management

    Process for negotiating agreements regarding service level expectations, and ensuring these are met

    Category average: 8.4

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.1

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 8

Areas for Improvement

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.7

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.8

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 8

Reviews

What users are saying about ManageEngine ServiceDesk Plus.
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Service desk software that's easy to set up and use

Incentivized
Verified User
Administrator in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

Reporting in our previous help desk instance was terrible, I looked into different providers that also allowed more customisation of reports. One that came out consistently in the top three for what we were looking for was ServiceDesk Plus. I ended up implementing it on prem within a day then spent the next day exploring and customising the instance so we could get the most out of it. it was to be used as our primary help desk along side tracking changes and managing our change process.

Pros

  • Change management
  • Asset tracking
  • Invoicing
  • Helpdesk

Cons

  • License cost per technician

Return on Investment

  • Better overview of estate

Usability

Other Software Used

ManageEngine Endpoint Central

ManageEngine Service Desk Plus is essential to implementing ITSM in an enterprise

Incentivized
Verified User
Director in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We transitioned off of a free ticketing system that was end of life to MESDP. At the time, we were looking to integrate with our DEV team, which uses Jira, and MESDP has an integration that creates tickets into their system. Additionally, MESDP closely follows ITIL standards for Service Desk Management.

Pros

  • inventory management
  • incident tracking and resolution
  • problem management
  • project management
  • service catalog

Cons

  • it seems on-prem implementations have more customizations we have at times looked for
  • reporting could be improved; i.e. a way to combine time from work logs in Projects to work logs from service desk tickets when on the same technician

Return on Investment

  • i feel like MESDP elevated our entire team; organizing and prioritizing our work, providing timely feedback
  • our asset management is top notch and an example for the entire organization

Usability

Alternatives Considered

Spiceworks Help Desk

Other Software Used

ManageEngine Patch Manager Plus

One of the best Incident Management tools

Hüseyin DalView profile
Head of Enterprise Systems in Information Technology at istegelsin (501-1000 employees employees)

Use Cases and Deployment Scope

We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus with selecting right categories and options, then tickets are assigning to related technical support agents. With this workflow, we can control and monitoring our incident management process. Also this tool provide us a chance to show our effort on tickets.

Pros

  • Easy to use
  • Manage workflows
  • Reporting of tickets

Cons

  • Sometimes it gets crashed
  • Updates are must be more often
  • Some documentation are not so accurate

Return on Investment

  • High cost
  • User management
  • Documentation
  • Lack number of updates

Alternatives Considered

Jira Service Management (Jira Service Desk)

Other Software Used

Jira Service Management (Jira Service Desk)

A good all-round tool for any IT department

Incentivized
Verified User
Engineer in Information Technology (501-1000 employees employees)

Pros

  • 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

Cons

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

Return on Investment

  • It has provided better visibility to upper management in terms of the scale of the workload of the IT department
  • It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
  • It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Alternatives Considered

Spiceworks Help Desk

Other Software Used

Darktrace, Veeam Backup & Replication, Veeam Backup for Microsoft Office 365

Service Desk Plus: Just the right fit

Incentivized
Randy MunroeView profile
Disaster Recovery Analyst in Information Technology at Randall-Reilly (201-500 employees employees)

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • It's enabled us to more accurately and easily track our assets, preventing loss and managing asset lifecycles in a proactive manner.
  • Time tracking has allowed management to measure workloads and weigh the case for more personnel.
  • The ease of use has saved us countless hours.

Alternatives Considered

JIRA Service Desk and Spiceworks

Other Software Used

Veeam Backup & Replication, Egnyte, VMware ESXi

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