ServiceDesk is great for tracking tickets and managing SLA's
October 29, 2018

ServiceDesk is great for tracking tickets and managing SLA's

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

It is being used by a subset of our IT and media department to handle tickets and manage incidents. We also use it for SLAs

Pros

  • Meeting SLAs which help us better serve our customers
  • Manage tickets from when they are opened by customers up until they are resolved
  • Helps in streamlining the change management process

Cons

  • A better UI/UX, compared to similar tools it isn't as intuitive
  • Limited in features and functionality compared to similar tools
  • It takes long for feature requests to be developed into the tool
  • Their search feature isn't as useful and takes a while to find what you are looking for. With other tools searching is a breeze.
  • Has increased efficiency within our IT department
  • Our staff spend less time looking for tickets and tracking customer requests
  • People being on vacation or out sick does not affect the resolution of tickets like before since all tickets are in a central place and can be picked up by any staff member.
Zendesk is more intuitive and has a better interface. We have other areas on campus like our front facing students center that use Zendesk. Zendesk provides better in-depth reporting and is easier to roll-out to other areas on campus.
Works great for sorting by order of attribute, simple ticket resolution, assigning tickets to different staff members, and setting up and configuring the tool to meet your companies needs. Not the best for project management, robust reporting, or companies looking for an intuitive user-friendly interface for non-tech savvy employees.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
5.7
Organize and prioritize service tickets
6
Expert directory
5
Service restoration
7
Self-service tools
5
Subscription-based notifications
7
ITSM collaboration and documentation
4
ITSM reports and dashboards
6
ITSM asset management
7.0
Configuration mangement
8
Asset management dashboard
5
Policy and contract enforcement
8
Change management
6.3
Change requests repository
5
Change calendar
5
Service-level management
9

Using ServiceDesk Plus

25 - We represent the IT department. A group of the IT team especially dealing with DevOps team use this tool.
5 - People in-house who support ServiceDesk are tech savvy and have used multiple web based applications before. They are familiar with drag and drop functionality, general navigation of settings, experience in building custom reports etc.
  • Tracking tickets from inception to resolution
  • Reporting on issues and open tickets from our customers so we can better serve them
  • Determining frequently asked questions or noticing a trend in the type of issues being reporting within the organization
  • Been able to customize the email notification/communication sent to outside vendors so the emails have a more personalized feel
  • Using it to quantify the amount of work being done per department, and reporting it to supervisors
  • Measuring customer satisfaction especially after ticket resolution and helping support staff improve on how they deal with customer tickets
  • Sending daily/weekly reports automatically to supervisors showing the number of open tickets closed tickets, and problems or incident tickets
  • Automatically escalating problem tickets in a timely fashion to supervisors to prevent bad customer satisfaction
  • Integrating it with JIRA and Smartsheet which are the project management and task management tools that our developers use
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

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