Win with ServiceDesk
November 16, 2017

Win with ServiceDesk

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

We use ServiceDesk extensively for our ticketing and inventory of computer equipment. The entire organization uses it to submit tickets to our IT team and this helps with unnecessary calls to the Helpdesk. Users are able to submit a ticket along with the errors they are experiencing. We can quickly reply back with a resolution or triage the ticket. The system also allows us to set levels of importance to the tickets so high priority items are addressed quickly.
  • 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
  • Allows for prompt turnaround of trouble tickets.
  • Saves the help desk time by not wasting it on phone calls.
  • End users are able to see progress of tickets and know when something is not being worked on.
In a help desk or ticketing environment, this is a great product. It allows notes, attachments, work logs, a solutions database, inventory tracking and much more. We also use it to track preventative maintenance tasks.

ManageEngine ServiceDesk Plus Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Not Rated
Change requests repository
Service-level management
Not Rated