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ManageEngine ServiceDesk Plus Reviews
26 reviews
- 01 What is ManageEngine ServiceDesk Plus?
- 02 Pros and cons from reviewers
- 03 Main features
- 04 How ManageEngine ServiceDesk Plus compare to similar software?
- 05 Who is ManageEngine ServiceDesk Plus best for according to our reviewers?
- 06 ManageEngine ServiceDesk Plus Reviews
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01 What is ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus is a comprehensive IT service management software that combines helpdesk functionalities with asset management. It helps businesses manage their IT infrastructure and services effectively by providing tools for incident, problem, and change management, as well as a knowledge base. The software also offers robust project management and reporting capabilities, including customizable dashboards for real-time tracking of KPIs. It can discover and manage all network assets, ensuring compliance and tracking changes. ServiceDesk Plus is ITIL-ready and available both on-premise and in the cloud, making it suitable for businesses of all sizes across various industries. Special promotions are currently available to help businesses streamline their IT service management.
02 Pros and cons from reviewers
Pros from reviewers
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Integration with other Zoho and ManageEngine applications
This feature allows for seamless workflow and data sharing between different applications, enhancing productivity and efficiency -
Swift and straightforward configuration
ManageEngine ServiceDesk Plus is appreciated for its quick and easy setup process, making it a user-friendly choice for businesses of all sizes -
Excellent web interface and mobile functionality
The software offers a robust web interface and mobile functionality, allowing users to access and manage their service desk from anywhere, anytime -
Flexibility of adding modules over time
Users value the ability to add modules as needed, without having to purchase the most comprehensive edition upfront, making it a cost-effective choice -
Enhanced Help Desk service
ServiceDesk Plus has notably improved the efficiency and effectiveness of Help Desk services, making it easier to address and fulfill end users' requests and incidents.
Cons from reviewers
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Inconsistent updates
The software requires diligence to keep up with their constant updates, and some features are not fully integrated, indicating they were developed by different design teams. -
Limited language support
The ZIA bot that comes with ManageEngine ServiceDesk Plus only supports English, which can be a disadvantage for customers who require support in other languages such as Spanish -
Poor customer support
Some users have reported poor customer support experiences, including significant timezone differences, language barriers, and slow response times -
Clunky asset management
The asset management feature has been described as clunky and difficult to set up, which can be a significant drawback for businesses that require robust asset management capabilities -
Lack of configurability
Some users have reported that ManageEngine ServiceDesk Plus lacks configurability and flexibility compared to other top-tier products like ServiceNow
03 Main features
Starting Price
Free Plan
Comprehensive IT Service Management
Incident, Problem, and Change Management
Robust Project Management
Customizable Reporting Capabilities
Asset Management
N/A
Free Plan
No
Comprehensive IT Service Management
Incident, Problem, and Change Management
Robust Project Management
Customizable Reporting Capabilities
Asset Management
04 How ManageEngine ServiceDesk Plus compare to similar software?
05 Who is ManageEngine ServiceDesk Plus best for according to our reviewers?
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IT Technicians
IT technicians can benefit from the ServiceDesk Ticketing tool, which simplifies their work. It's easy to deploy and integrate with other apps, and provides beneficial features like Asset Management, Change Management, and Problem Management -
Small Companies
ManageEngine ServiceDesk Plus is suitable for small businesses due to its swift and straightforward configuration, excellent web interface, and mobile functionality. It integrates well with other Zoho and ManageEngine applications and is easy to deploy -
IT Departments
This software is ideal for IT departments as it aids in addressing and fulfilling end users' requests/incidents. It offers a user-friendly interface and doesn't demand extensive ITIL knowledge. The flexibility of adding modules over time is a significant advantage -
Growing Organizations
For organizations that are expanding, ManageEngine ServiceDesk Plus is a good choice. It allows for the application to grow with the organization, and its integration with other applications is impressive. However, some features are not fully integrated and may seem disjointed -
Network Monitoring Teams
Teams responsible for network monitoring can utilize ManageEngine's ServiceDesk Plus for comprehensive IT management solutions. It offers network and server monitoring, desktop and application management, and more.
06 ManageEngine ServiceDesk Plus Reviews
ManageEngine ServiceDesk Plus rating
ManageEngine ServiceDesk Plus Reviews
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James Brown
Seamless Integration: A Unified IT Management System Review
The software's integration with other IT management tools is seamless. This has helped us create a unified IT management system
September 29, 2024
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Ryan M
Commendable Customer Support: ManageEngine ServiceDesk Plus Resolves Issues Promptly
The customer support for ManageEngine ServiceDesk Plus is commendable. They are responsive and have helped us resolve issues promptly
September 23, 2024
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Renata S
Somewhat Fragmented, Yet Improving
My experience with SDP has been a mix of good and bad days. It requires diligence to keep up with their constant updates, but I'm impressed by the ability to expand the application and its integration with other applications for the price. It's a great option if you're just starting out and need helpdesk software that can grow with you. However, some features are not fully integrated and it's clear they were developed by different design teams. For example, the Change Log and Project Management sections don't blend well with the rest of the ticketing and service sections. I switched to ManageEngine ServiceDesk Plus from Spiceworks because it was becoming outdated for our growing organization.
September 17, 2024
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Sarah
Boosting Productivity: A Review of ManageEngine ServiceDesk Plus Mobile App
I appreciate the mobile app of ManageEngine ServiceDesk Plus. It allows me to manage tickets on the go, improving my productivity
September 7, 2024
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Jessica Johnson
Review on OpManager Network Monitoring Software
I am using ManageEngine's ServiceDesk Plus for network monitoring. It offers comprehensive IT management solutions including network and server monitoring, desktop and application management, and more. I appreciate that they offer a free trial of the software.
September 1, 2024
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Stephanie Smith
Excellent Problem Management Feature in ManageEngine ServiceDesk Plus
The problem management feature of ManageEngine ServiceDesk Plus is excellent. It helps us identify recurring issues and find permanent solutions for them
August 27, 2024
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Billy
An Adventure in IT Support: My Experience with ManageEngine ServiceDesk Plus
I've had quite an adventure with ManageEngine ServiceDesk Plus! Over the course of two days, my colleague and I had the opportunity to interact with their support team multiple times. It was a bit of a challenge at first, as we faced some technical difficulties with the communication, but it was a learning experience. After a few attempts, we got to know the team better and they started recognizing our calls. It was like we were becoming part of their family! We even got to know different departments, which was a great chance to understand the company's structure better. The highlight of our journey was when we got to speak with Aswin. His headset was in perfect condition and he was able to assist us through a remote session. It was a relief to finally have our issue resolved and it was a testament to the perseverance of the ManageEngine team. Sure, it took us two days, two people, and over 12 calls to get the assistance we needed, but it was a unique experience. As someone who builds IT Support systems for a living, I can appreciate the complexity of the task. It was a reminder that even in the world of IT, patience and persistence are key. I'm grateful to ManageEngine for this valuable lesson and for their eventual assistance.
August 20, 2024
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Marilyn Garcia
Efficient IT Request Management with ManageEngine ServiceDesk Plus
I have been using ManageEngine ServiceDesk Plus for managing IT requests in my organization. The software's ability to automate ticket assignments has greatly reduced our response time
August 12, 2024
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Dove G
Excellent Value in ServiceDesk Solutions
I think ManageEngine ServiceDesk Plus is a well-designed and competitively priced product. It's adaptable for any business size, excelling in ticket and change management. However, it falls short in areas like custom approval workflows in incident management and detailed asset management. I chose this product as it was a better match for my organization.
August 6, 2024
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Cheryl Williams
Packed with Features, Yet Clunky and Non-Intuitive
I transitioned from using Spiceworks, a free ticket system, to ManageEngine ServiceDesk Plus. While it's an upgrade from Spiceworks, I regret purchasing this solution. The setup and customization of ServiceDesk took over a year. The support is poor, with a significant timezone difference and language barrier as it's based in India. Often, they wouldn't even respond. The software has major flaws and the developers seem uninterested in fixing them. The project management component is a joke, and the contracts and purchase orders are hard to navigate and not very useful. The asset management is also clunky and difficult to set up. However, the helpdesk ticketing module is useful and an improvement from Spiceworks. I wish I had chosen a different solution. Despite its advanced customization, detailed reporting, and numerous add-on tools, everything is counter-intuitive and not user-friendly. The support is simply terrible.
July 30, 2024
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