Avis clients sur ManageEngine ServiceDesk Plus

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly.
I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

ServiceDesk Plus is a very powerful service desk software. The interface is easy to use and is very user friendly. It has an excellent user interface and provides a very efficient and user-friendly support experience. The easy to use interface is very well organized and offers a wide range of options. The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization.

Everything works smoothly, in general I like it. It was a hassle free experience.

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Its good, easy to use, fast, functional.

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

We cant add Video tutorials to our knowledge base

What I like most about the application is it had customizable fields for ticket input data. Also the application provides details analytics.

The first issue that pops in my head is the trouble we went through migrating all of our old data from our old ticketing system to the new ticketing system. However, if you are starting from nothing the set up is not complicated.

It definitely had a lot of capabilities but me and my team found it hard to navigate as well as hard to communicate with the Customer Service

It was just very busy. Not very user friendly for our use.

I apricated that software was lightweight and stable, we rarely ever had issues once the system was set up.

We switched from using manageenginge to another service due to a perceived lack of development and growth in the feature set.

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.

user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest

Thanks to application statuses, you can achieve effective work with a large number of clients at the same time. For us, this is important, since our staff does not employ as many employees as we would like, and the number of requests received from customers is enormous. To provide support in the application, there are all necessary tools, such as reports, notifications, integration with mail services.

For some reason, there is no section with frequent questions, although this is very lacking. But in general, the program fulfills all the requirements to it.

This software can do whatever I need it to do! Everytime I think to myself "I wish I could..." I do a simple search, low and behold.. They offer it!! It's usually included in what I already paid for too!

I do adore this software! With that said.. I do find it difficult to navigate sometimes, I would love to have some training to better understand everything that ManageEngine and Service Desk Plus Has to Offer!

It is very easy to administrator and easy for users to use. Also the price per technician license is well worth it.

There is really nothing I dislike about this software. it is so easy to use that our users have no comliants