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ManageEngine ServiceDesk Plus MSP

ZOHO Corporation | 9409

Windows, Windows Server 2016 Base English-Full-Base-2018.10.14 - 64-bit Amazon Machine Image (AMI)

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External reviews

15 reviews
from G2

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


    Jason R.

Manage Engine ServiceDesk Plus is just 'ok'

  • April 11, 2023
  • Review provided by G2

What do you like best about the product?
Manage Engine ServiceDesk Plus is a good and reliable ticketing system for a small to mid-size company. The features are a good base set of tools and mostly intuitive.
What do you dislike about the product?
ManageEngine ServiceDesk Plus has horrible customer support, as they outsource all of their support to a foreign country. It is always very difficult to get proper & timely support for this product (and others made by ZoHo Corp).
What problems is the product solving and how is that benefiting you?
Manage Engine ServiceDesk Plus is / was helping us solve inefficiencies with tech support. It has also helped streamline operations for not just IT Helpdesk support, but other areas of the company as well.


    Harvinder S.

Best solution to manage multiple customer

  • March 21, 2023
  • Review verified by G2

What do you like best about the product?
easy to Manage and configure as per customer's requirements
What do you dislike about the product?
flexible working windows will push this to next level
What problems is the product solving and how is that benefiting you?
This enables us to manage multiple customers from a single console.


    Brennon F.

ServiceDesk has held improve our IT Operations

  • March 20, 2023
  • Review verified by G2

What do you like best about the product?
The upside of ServiceDesk Plus is that you can modify workflow that matches your organization's needs. This way, you can streamline the work process and make things easier.
What do you dislike about the product?
The least helpful thing in ServiceDesk Plus is the occasional bugs that it has when communicating to end users and services. For example, when sending an email back in the ticketing system the template I created for automatically filling in the ticket link is not working.
What problems is the product solving and how is that benefiting you?
This software has helped solve communications issues between our IT department and our end-users who need help on a daily. This also helps fix the communication internally among the IT department staff members.


    Commercial Real Estate

Simple ticketing system with powerful tools

  • January 13, 2023
  • Review verified by G2

What do you like best about the product?
The multiple ticket views allow different types of IT/HelpDesk personalities to customize how they organize their tasks. Not everyone thinks and organizes in the same way and I think the 3 different views with full customizability is an underrated feature of SDP. It allowed us to get immediately set up and organized, replacing an older system which was nowhere near intuitive by comparison.
What do you dislike about the product?
I do find that some aspects of ME SDP can be a bit overcomplicated sometimes and that a simpler approach or option would be a better solution to some of these features. Such as email/new ticket filtering. I feel like having a "rule" or "policy" based
What problems is the product solving and how is that benefiting you?
It is currently being used as a help desk ticketing system and is helping us organize and triage support requests in a priority and sequenced manner. It also allows us to view and keep track of metrics for technician performance, and category types of tickets to see which types of tickets are coming in.


    Gregory D.

ITIL compliant IT service management made easy

  • November 04, 2022
  • Review verified by G2

What do you like best about the product?
I wish I had known about ServiceDesk Plus earlier in my career! This software is the most straightforward and comprehensive ITIL service management tool I've found during my research. The Enterprise edition includes everything from incident management to change management and CMDB. Moreover, it is the only one I found that is available not only as a Cloud application but also on-premise.
What do you dislike about the product?
The ServiceDesk Plus platform can be costly if you have many agents and require the Enterprise edition (which is the one that covers the whole ITIL scope, including asset management and CMDB) because the pricing model is based on the number of agents (i.e. technicians). On the positive side, the number of users (i.e. requestors) is free and unlimited.
What problems is the product solving and how is that benefiting you?
ManageEngine's ServiceDesk Plus allows us to manage the whole IT service management lifecycle:
- incident management
- problem management
- change management
- release management
- service catalogue
- asset inventory
- project management
- self-service portal
- software asset management
- etc.


    Chrysanthos C.

Easy to use and well documented.

  • July 28, 2022
  • Review verified by G2

What do you like best about the product?
Is easy customizable to perform any use case.
What do you dislike about the product?
A better user interfae could be implemented.
What problems is the product solving and how is that benefiting you?
Day to day tasks and requests for the IT team


    Atanas D.

Nice and easy

  • November 26, 2021
  • Review verified by G2

What do you like best about the product?
E-mail notifications to users and technicians. Set a reminder e-mail for events. Merging and splitting requests. Easy to set up and sync with Office365. Also, you can track inventory and assets with it.
What do you dislike about the product?
It is deleting emails from the mailbox it is fetching from, and there is no way to stop that "feature". The only possible way is to set another mailbox that fetches the emails and keeps them for archive purposes.
What problems is the product solving and how is that benefiting you?
This is perfect for managing helpdesk tickets. Automatic assigning them to teams is very helpful, if set properly. It is a cloud version, which removes the requirement of in-house equpment.


    Humberto P.

Service desk plus, es un software de mesar de ayuda magnifico.

  • August 20, 2021
  • Review verified by G2

What do you like best about the product?
Lo que mas ayuda es la posibilidad de mantener en un solo lugar todos los incidentes reportados por los usuarios de diferentes empresas o razones sociales, ademas como parte del levantamiento del incidente, se le pone toda la informacion requerida para que estos sean facilmente seguibles.su sistema de licenciamiento es facil de enteder y de soportar, sus precios son accesibles , su mesa de soporte son muy amables y respetan las sla contratadas, lo que nos da confianza y seguridad de ue cuando se les necesite estaran ahi, de igual forma sus ingenieros de sporte nos ayudaron a configurar el software en nuestra propia red .
What do you dislike about the product?
bueno, podria decir que el configuramiento puedes llegar a ser un tema, ya que se requiere o cpmprar la poliza para que ellos me lo configuren lo cual me deja en una complicada situaxion porque no se obtiene el know hoaw para poder ahcerlos solos, pero si lo hacemos nosotros es mas tardado, si es que no lo habiamoa operado anteriormente.bueno, podria decir que el configuramiento puedes llegar a ser un tema, ya que se requiere o cpmprar la poliza para que ellos me lo configuren lo cual me deja en una complicada situaxion porque no se obtiene el know hoaw para poder ahcerlos solos, pero si lo hacemos nosotros es mas tardado, si es que no lo habiamoa operado anteriormente.
What problems is the product solving and how is that benefiting you?
Los problemas que he resuelto es tener en un solo repositorio todos los reportes de los usuarios de todas las empresas, estos son mas de 100 reportes diarios que se reciben y qu ahora se les puede dar seguimiento, resolvi otro problema de credibilidad para el area de tecnologia, ya que en el caso de enfrentamientos con los usuarios ya se tiene la historia para revisar y poder dar la mejor respuesta y solucion a los requerimientos o reclamos.
Recommendations to others considering the product:
Antes de adquirirlo recomiendo que comenten la complejidad de sus redes y que la forma de suo esta bien entendida por parte del deparatamento, asi comoel alacance del configuramiento y el numero de empresas a cubrir.


    E.G. B.

ManagedEngine Service Desk - Great for multiple service desks under one organization

  • August 18, 2021
  • Review provided by G2

What do you like best about the product?
Extremely configurable to meet your specific service desk needs.
What do you dislike about the product?
Not as much help available to help with the configuration as I would have preferred.
What problems is the product solving and how is that benefiting you?
We aren't the first company to have these specific areas of service desk needs, and the community is a big help. We have multiple lines of business, and the individual service desks need to be separate but still have a common structure and the ability to share information.


    Government Administration

Review

  • August 18, 2021
  • Review verified by G2

What do you like best about the product?
Manageengine helps us not have to reset passwords
What do you dislike about the product?
I dislike that users get locked out sometimes
What problems is the product solving and how is that benefiting you?
No problems while setting up, benefits are saving time