Win with ServiceDesk
November 16, 2017
Win with ServiceDesk
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.