ManageEngine ServiceDesK Plus Standard Edition
ZOHO Corporation | 9423Windows, Windows Server 2012 2012 - 64-bit Amazon Machine Image (AMI)
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Service Desk Plus
What do you like best about the product?
The ease with which Service Desk is able to be used by support staff at any level
What do you dislike about the product?
There is nothing about this product that I really dislike
What problems is the product solving and how is that benefiting you?
Providing a reliable, interactive, service to clients
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ManageEngine user review
What do you like best about the product?
The layout is user friendly--easy to move from one application to another
What do you dislike about the product?
The parent-child relationship is not as well defined as other platforms I have used
What problems is the product solving and how is that benefiting you?
I mainly use this for receiving order requests and it fails miserably for this application. It is not what is was designed for so I can't fault the platform.
Recommendations to others considering the product:
Decent ticketing system though not as robust as some
So far so good.
What do you like best about the product?
Reports and customizations make this a very robust service desk platform
What do you dislike about the product?
The interface is a little bit clumsy....
What problems is the product solving and how is that benefiting you?
The reporting is very good and just what we needed to document our work. Also end user ticket submission it a bonus.
Recommendations to others considering the product:
Give it a try and spend a little time configuring all of the features to your needs....It's easily tailored to any environment
Excellent product for helpdesk and inventory !
What do you like best about the product?
All we need within one software : Helpdesk, inventory, reports, problems and solution management. Software is very responsive and its support team is also excellent. The software also feature a project management section, a contract support section and a purchase module. We use it for our helpdesk : opening a request is fast and efficient and it's easy to forward it to concerned people. You can configure automated emails which are sent to the users and keep them informed about the status of their request. About the inventory module, you can add personnalized fields to keep the informations you need. Doing search in requests or inventory is also very easy and it brings accurate results.
What do you dislike about the product?
Nothing special, we almost never experience bugs and when sometimes there is an issue, it is quite quickly resolved. Sometimes, software updates are bringing new problems but almost always, it's fixed in the next release.
What problems is the product solving and how is that benefiting you?
Our call center people and IT technician are using it everydays to manage all assets (hardware and software) and all the support calls.
Recommendations to others considering the product:
You should give it a try. Easy to setup, easy to use !
Best IT tool we could ever have.
What do you like best about the product?
Efficient way to organize and keep track of end user requests and internal projects.
What do you dislike about the product?
There are a few restrictions on how users can edit their own existing open help desk cases. otherwise, there is very little in the way of any negative comments.
What problems is the product solving and how is that benefiting you?
We are able to keep track of issues and ensure proper follow up. Analysis of what out Techs are doing and their performance can be seen as well.
Service Desk Pro
What do you like best about the product?
Price is great!
Functionality is good
Tech support seems good.
Functionality is good
Tech support seems good.
What do you dislike about the product?
Reporting seems convulated and not easy to try and setup. Getting the detailed information you are looking for is not as easy as it could be.
Needs more customization.
Needs more customization.
What problems is the product solving and how is that benefiting you?
Streamline helpdesk requests for support from a variey of user bases.
Powerful constantly evolving product
What do you like best about the product?
Lot of functionality and ease of use. The product is constantly adding new features over time. Really helps us to organize our support around three key areas such as requests, changes, and asset management has been great. Utilizing the client has provided us a wealth of data regarding our equipment and facilitated our decision making. Support has also been great.
What do you dislike about the product?
Software can be buggy especially new releases. Things do not always work as you would expect or want them to. Integration with our in house products and services can be a challenge. The interface could be a little cleaner and user friendly. Would love to have more granular control over some of the admin functions and delegate more roles out.
What problems is the product solving and how is that benefiting you?
We are solving organization issues and moving to ITIL processes to increase our users satisfaction and speed up overall response. Also we have been able to accurately get a real representation of our comlete IT inventory and track the entire life cycle.
Recommendations to others considering the product:
Do your homework and look at everything out there. There is definitely some very good products, but cost is always an issue and you will need compromise. Servicedesk has provided the best compromise in terms of value to cost.
ServiceDesk Plus was everything our school was missing
What do you like best about the product?
Our HelpDesk Technicians were constantly being pulled in every direction with no real workflow or priority to incidents. ServiceDesk Plus was a huge improvement in our organization. High priority items are now getting resolved in a timely manner... There's now organization on how help desk requests are submitted.. and help desk requests aren't being missed.
The inventory and asset module is also key! Now we have even better insights into what assets we have, when they were purchased, plus so much more.
The inventory and asset module is also key! Now we have even better insights into what assets we have, when they were purchased, plus so much more.
What do you dislike about the product?
I honestly can say there isn't really anything I dislike about this product.
What problems is the product solving and how is that benefiting you?
Help Desk requests and organization has greatly been solved through this problem, including asset inventory.
Recommendations to others considering the product:
In my opinion, ServiceDesk Plus is a no brainer for anyone needing organization and attention to detail when it comes to help desk requests. But the program is also so much more than that. It's what every IT Administrator or Director needs in order to keep things automated, organized, and running efficiently in their department.
ManageEngine Servicedesk plus - satisfied users for more than 7 years
What do you like best about the product?
As a business and large group of IT technicians, we are more than happy with the constant development of the product over time as more and more powerful features are added.
What do you dislike about the product?
We would prefer it if you could request a feature and if it's obviously beneficial get it added to the product in a short time.
What problems is the product solving and how is that benefiting you?
Management and reporting of a full IT helpdesk solution supporting over 4,000 users. While I realise other products are available, this delivers virtually everything we need.
Recommendations to others considering the product:
The free edition does everything a helpdesk requires, but additional features are well worth the purchase of the pro edition. I can't speak for the Enterprise version as we don't have it.
System Admin
What do you like best about the product?
How easy it is to manage the system and how everything is accessible
What do you dislike about the product?
I would like to be able to assign multible requests from the "Requests" tab to a group or specific user. I would also like to see (all ManageEngine product) easier to impiment SSL certificates and more support for Always On high Availability for MS SQL.
What problems is the product solving and how is that benefiting you?
I use SDP mainly for requests, problem solving and solutions.
Recommendations to others considering the product:
This product isn't problem free although the ManageEngine support team is responds to requests in very timely manner and, from my standpoint is very professional.
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