Service Desk Plus: Just the right fit
November 10, 2017
Service Desk Plus: Just the right fit
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceDesk Plus
We use ServiceDesk for end user support, asset management, and for reminders/checklists.
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.
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.
- 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.
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus has. Spiceworks is pretty decent but doesn't have all the features that service desk plus has. It really is in the middleground with great features and ease of use.