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ManageEngine ServiceDesK Plus Standard Edition

ZOHO Corporation Private Limited | 9423

Windows, Windows Server 2012 2012 - 64-bit Amazon Machine Image (AMI)

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External reviews

158 reviews
from G2

External reviews are not included in the AWS star rating for the product.


    Patrick M.

ManageEngine SupportCenter Plus

  • April 22, 2016
  • Review verified by G2

What do you like best?
Ease of creating tickets, updating tickets, closing tickets, responding to tickets, contract tracking, Account tracking, professional service hours billing, custom reporting capabilities.
What do you dislike?
Some of the functionality could be better thought out. For example, when in a ticket you can click the account name, but when you do it only opens a summary window for the account, which does not let you edit any account information. Therefore if you need to update the account you have to save the ticket, navigate to accounts, search for the account, etc, instead of just being able to go straight to the account page and make changes from within the ticket.
What problems are you solving with the product? What benefits have you realized?
We are using the software to track help desk tickets, professional service hours, and our software maintenance contracts. Using ManageEngine has helped us more easily track this information whereas previously alot of data tracking was being done manually in excel for billing hours, contracts, etc.
Recommendations to others considering the product:
Review the software thoroughly before buying. If possible, get a demo of the software from someone who uses it before buying it. It meets a lot of needs but support is very hard to get a hold of and get things fixed. There are also minor issues here and there that have been annoying, but some of them have been fixed by support with upgrades. Upgrades are pretty easy to rollout and don't require a tremendous amount of time and effort to get pushed out.


    Financial Services

80% functionality for 20% price...

  • January 28, 2016
  • Review verified by G2

What do you like best?
As a product, it offers a great deal of out of the box functionality for a relatively small annual user cost. It handles email-based communication well, and has an easy to use web interface for clients and Support Engineers alike. New features are also added with reasonable regularity.

Hardware requirements are very minimal, and setup is simple (provided you stick with the common deployment scenarios).

The user community and forums are a regularly update by both the provider and other users.
What do you dislike?
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests.

The support team are willing, but often fob users off on the forum without any clear indication of when (or even if) bugs or feature requests will be raised.
What problems are you solving with the product? What benefits have you realized?
The need to track client support incidents across an internationally distributed support team at a fraction of the cost of alternative, more mature/industry-standard offerings.
Recommendations to others considering the product:
Look carefully at whether it meets your needs via a trial; don't assume that the marketing collateral is actually what the software provides once you move from the basic functionality.

If you can use it for a year or two as your company grows, then it's definitely a great stop-gap product if it delivers the majority of your immediate requirements; just don't expect their support or development teams to take much notice of bugs or functionality requests...


    Krzysztof L.

Lots of options but needs modern touches

  • December 16, 2015
  • Review verified by G2

What do you like best?
Our company was in need of new ticketing service. Having gone though 6-7 this one turned out to suit our needs perfectly.

It is highly customisable and can adapt to every environment. Numerous reporting keeps the management happy and various reminders, notifications, SLAs and announcements keeps everybody informed on what's happening on the help desk.
What do you dislike?
Even though the product has updates and fixes on monthly basis it needs a re-design.
It looks dated. In comparison of design to other products it's well behind.
What problems are you solving with the product? What benefits have you realized?
Having a well made HelpDesk system helps us prioritize tasks and keep track of all service calls/emails.
Most importantly it helps finding common issues which then can be seen to as a user training needed.
Recommendations to others considering the product:
If you are looking for system with lots of customisations, reporting and user awareness. that's the one.


    Jason D.

service desk Plus replacing Spiceworks

  • August 28, 2015
  • Review provided by G2

What do you like best?
Seperate incidents and requests, problem management, fairly simple to get running, automatic assigning and escalations.
What do you dislike?
Enterprise version missing key features (mainly within asset management - WOL, remote service management, uninstall/install software), lack of customizability and personalization without recoding (but disappears when updates are applied), lack of responsiveness or slow support, little assistance for advanced report creation, poor community forums (compared to others). The key missing features are costly and extra. AD management, Desktop Central, advanced reporting (Zoho Reports) - raises original enterprise purchase price to over double.
What problems are you solving with the product? What benefits have you realized?
Better execution of requests and incidents, better track of SLA's, great improvements in project management.
Recommendations to others considering the product:
Great tool. Does what is advertised. Research all the possible additions you might need to make a proper decision.


    Kyle E.

My experience has been quite positive so far.

  • April 13, 2015
  • Review provided by G2

What do you like best?
Coming from an application-based asset management platform, I like the web-based application style. It makes it simpler for multiple users and simplifies operation. I also like the agent-based solution that automatically populates fields based on the data it scans.
What do you dislike?
There is some rigidity to the system in how multi-edit and organizing / categorizing. I suppose with the simplified web interface brings some limitations as well.
What problems are you solving with the product? What benefits have you realized?
Traceability and knowing where things are is a plus. Being able to provide asset documentation for audits, doing legal software compliancy as well as reports.
Recommendations to others considering the product:
Take use of the agent-based scanning. If you need to create your own categories for things, chances are you are not categorizing things correctly.


    Computer Software

Cover all your needs with a cheap solution.

  • August 18, 2014
  • Review verified by G2

What do you like best?
Facility to parametrize the product, SLA, Portal, Business rules, all is done using graphic interface, and it is easy to adapt to business change.
Every business unit remain separated so, you have all your business in one product.
What do you dislike?
Nothing all is working well and as required , pêrhaps some interfaces used to transfer from a previous product could nb e ameliorated.
What problems are you solving with the product? What benefits have you realized?
In the previous solution we had difficulties with knowledge of customer contracts, here it is natively attach with ticket
Recommendations to others considering the product:
Try it it is soo easy.. 1/2 hour time to spent to install and self explanatory to use.


    Adriano A.

Quickly and efficiently.

  • August 14, 2014
  • Review provided by G2

What do you like best?
All beacuse the product works fine a have a great support team.
What do you dislike?
The product dont have asset management.
What problems are you solving with the product? What benefits have you realized?
For many years the "ManageEngine SupportCenter Plus" is helping us meet our customers quickly and efficiently.


    Richard P.

ServiceDesk+ flexible ITIL framework service desk tool.

  • August 24, 2013
  • Review provided by G2

What do you like best?
Flexibility and wide range of modules to use within ServiceDesk along with the reporting features.
What do you dislike?
Frequent updates released, mostly adding functionality but also to fix issues. Also not being able to currently customize dashboards.
Recommendations to others considering the product:
Decide what you need from a service desk tool. Then find a product that meets those needs. More than likely ServiceDesk+ will stack-up better than the rest.