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.

Pros

  • 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

Cons

  • 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.
  • none
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

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
7
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
9
Service-level management
Not Rated

Comments

More Reviews of ManageEngine ServiceDesk Plus

  1. Home
  2. IT Service Management (ITSM) Tools
  3. ManageEngine ServiceDesk Plus Reviews
  4. User Review of ManageEngine ServiceDesk Plus