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ManageEngine ServiceDesK Plus Standard Edition

ZOHO Corporation | 9423

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

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External reviews

182 reviews
from G2

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    Aaron S.

The best solution I have ever had the pleasure of using.

  • May 05, 2016
  • Review verified by G2

What do you like best?
The ease of configuring the system to our requirements, We had 2 months to setup, configure and test the system before going live after the in housing of our IT Support Service. I have used several different solutions as a Desktop Engineer which come no where near Manage Engine ServiceDesk Plus. I am now the ICT Service Delivery Manager and have had the pleasure of being given this product to configure. The email support provided by Manage Engine is so quick and easy to use.
What do you dislike?
Not much at all;
It would be great if when updating the users details within Manage Engine it would update the Active Directory.
Using a specific template for email submissions would be a big bonus too.
What problems is the product solving and how is that benefiting you?
We have realised managing support tickets need not be a pain. The system is really intuitive and my service desk engineers need very little training to get up to speed.
Recommendations to others considering the product:
Ensure you have your processes in place before you begin configuring the system for your use. You will find this will help you in creating the perfect service desk.


    Patrick M.

ManageEngine SupportCenter Plus

  • April 23, 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 is the product solving and how is that benefiting you?
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.