TrustRadius
tech100
https://www.trustradius.com/it-service-management-itsmCA Service Desk ManagerUnspecified6.539101
Alyssa Figueroa profile photo
March 23, 2016

tech100

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with CA Service Desk Manager

CA Service Desk Manager is being used to document all calls and work orders that come to the Queens College help desk. When a staff or faculty member has an issue or a request with his or her computer, we write an incident or request on CA Service Desk Manager. This request or incident is assigned to a staff member who will address the issue. Both the person who wrote the ticket and the person who will fix the problem log into CA Service Desk Manager. The end user receives emails for any changes that are made to the ticket. We also use it to document each phone call that we take because we are resolving issues over the phone for faculty, staff and students.
  • You can log in anywhere.
  • It is a good way to document all work that is being done by each tech.
  • It is a great way to see a staff member's history or if he may have a repeating problem.
  • When you are opening and closing too many tickets back to back, the system lags and save turns into accept which does not save anything, and basically all you have done on this ticket has been lost.
  • It has organized how we service faculty and staff. With out it I don't see another way to organize techs to get them to where they should be. We have a large campus and the fact that we can log into CA Service Desk Manager from anywhere and head to our next ticket instead of going back to the office is a great thing.
We have never used any other product, we do not have to because this works great.

CA Service Desk Manager Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
8
Change requests repository
10
Service-level management
10