Service with a smile
March 14, 2017

Service with a smile

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

[It] logs and manages service calls; provides solutions for troubleshooting. Users submit the tickets and they can be picked up by a technician or assigned to a technician. Solutions are posted to the call and to a solutions section.
  • 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.
  • Keeps track of pending issues
  • Tracks late and unresolved issues
  • Shows the overall value of what your technicians are doing for the company
  • Keeps a searchable history for repeatable cases
Spent a lot of time reviewing these type of software packages, this one does more right in a webified package. GoToAssist has the remote capability but lacks the resolution tracking of ServiceDesk Plus.
[It does a] good job of company help desk management, emails are forwarded to the tech assigned, private notes can be left on the call or sent to the call requester (selectable). [It's] hard to figure the exact category unless the setup has been done correctly.

ManageEngine ServiceDesk Plus Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Service-level management