Best ticketing system out there!
January 31, 2019
Best ticketing system out there!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ServiceDesk Plus
We use ServiceDesk Plus for many reasons. Mainly as a point of contact for our end users to inform IT if there are any server, computer, network or software related issues. It is being used as our main ticketing system. We have five locations across the United States and this is used by everyone, with knowledge-based articles, videos, and various self-help accommodations.
ServiceDesk Plus has many other integrations that we utilize for end users to reset network passwords if needed, and for our daily, weekly, monthly and quarterly analytics. We can track problems as they come in and notice a "trend" of certain issues. We also use ServiceDesk Plus for our Asset management. Each computer and mobile device is managed through ServiceDesk Plus and can be monitored and tracked and even deploy software and patches.
ServiceDesk Plus has many other integrations that we utilize for end users to reset network passwords if needed, and for our daily, weekly, monthly and quarterly analytics. We can track problems as they come in and notice a "trend" of certain issues. We also use ServiceDesk Plus for our Asset management. Each computer and mobile device is managed through ServiceDesk Plus and can be monitored and tracked and even deploy software and patches.
- ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.
- The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.
- There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.
- There are many areas of SDP, which can sometimes make it cumbersome for our technicians to use when they are in a hurry. Or, sometimes our developers don't want to take the time to go through all the steps to research or complete a task.
- The software can become costly when purchasing all the extra integrations it has.
- ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
- The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
Spiceworks was free and was not a good looking interface. With ServiceDesk Plus we are able to brand it specifically for our company.