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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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.
|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|
- Incident management
- Asset management
- Service catalog
- Problem management
- Change management
- [I believe] discounts can [only] be given to loyal customers with over 5 years of utilizing the tool and other products.
- 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
- 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
- Incident Handling
- Integrated services like change management & purchasing.
- Keep improving the products.
- User management
- Auto assigning
- Allows us in IT to easily keep track of our open help-desk tickets
- Built-in approval system for tickets allows us to move tickets along speedily
- ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
- Ticket analysis tool helps you manage your IT technicians' performance
- 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.
- Log and track requests from users.
- Automated escalations if SLA's are broken.
- Keeping history of all requests and allowing IT management to report on that.
- Automating IT responses to tickets and automatic assignments.
- The set up can be a bit confusing, but it is not bad.
- For a long time, there was an issue where you open multiple tabs they would be dead slow, but this has been addressed since the latest update.
- Email collection system crashes sometimes (very rare).
If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
- Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.).
- Management: there are dashboards to provide individual and team-based workload management and awareness.
- Robust reporting: it's very easy to configure scheduled report jobs that provide insight into the overall performance of individual teams or persons.
- ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
- No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
- Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
- No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.
- Very robust feature set.
- Very thorough Change Management feature.
- Very fast support.
- The user interface is clunky and not user-friendly.
- They did not have AI-driven automated responses.
- They did not integrate with Slack.
- ServiceDesk doesn't require coding for any customization.
- It has the best ticketing system, change management, software license adding, workflow, projects, and reports.
- The ServiceDesk request feature is great. There are many information choices available for tickets.
- ServiceDesk is lacking in the ability to add custom triggers on ticket submissions.
- The user Interface is not easy and intuitive.
ServiceDesk Plus has many other integrations that we utilize for end users to reset network passwords if needed, and for our daily, weekly, monthly and quarterly analytics. We can track problems as they come in and notice a "trend" of certain issues. We also use ServiceDesk Plus for our Asset management. Each computer and mobile device is managed through ServiceDesk Plus and can be monitored and tracked and even deploy software and patches.
- ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.
- The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.
- There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.
- There are many areas of SDP, which can sometimes make it cumbersome for our technicians to use when they are in a hurry. Or, sometimes our developers don't want to take the time to go through all the steps to research or complete a task.
- The software can become costly when purchasing all the extra integrations it has.
- Meeting SLAs 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.
- Discovery of assets
- Integration with other ManageEngine products
- Scheduled asset scans based on IP segments
- 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.
- 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.
- SLA management
- Knowledge Base
- Update releases
- Simplified reporting
- Better built in help
- Quicker feature development lifecycle
- 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.
- 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.
- 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.
- 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.
- 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.