ManageEngine ServiceDesk Plus Reviews, Pros & Cons 2024 (2024)

Easy to use

Manage workflows

Reporting of tickets

Ticket logging for end users, so they can see the progress on their help requests

Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc

Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded

Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts

Allows us in IT to easily keep track of our open help-desk tickets

Built-in approval system for tickets allows us to move tickets along speedily

ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)

Ticket analysis tool helps you manage your IT technicians' performance

Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.).

Management: there are dashboards to provide individual and team-based workload management and awareness.

Robust reporting: it's very easy to configure scheduled report jobs that provide insight into the overall performance of individual teams or persons.

Very robust feature set.

Very thorough Change Management feature.

Very fast support.

ServiceDesk doesn't require coding for any customization.

It has the best ticketing system, change management, software license adding, workflow, projects, and reports.

The ServiceDesk request feature is great. There are many information choices available for tickets.

ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.

The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.

There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.

Meeting SLAs which help us better serve our customers

Manage tickets from when they are opened by customers up until they are resolved

Helps in streamlining the change management process

Discovery of assets

Reporting

Integration with other ManageEngine products

Opening service requests

Tracking service requests and allowing you to search for previous requests

Allowing the end users to see open tickets and request status updates

Searchable solutions database

Asset tracking

Preventative maintenance tasks

Does well in functioning as a help desk software.

It has e-mail alerts and can be set up for specific groups for specific types of tickets.

It allows a round-robin style of ticket assignment

Can manage software contracts with alerts on renewals/expiration

Makes it very easy for end users to submit tickets. They don't need to fill out forms or get discouraged after being unable to find a link/login credentials. All they have to do is send an email and continue on with their day.

Asset management is extremely robust. Every possible data point you could need is available for an IT asset. We have our entire phone, PC, laptop and server equipment inventory in ServiceDesk. Tracking/scanning is very easy and reliable.

Easy to integrate and deploy. Setting it up was an overnight process and it was seamlessly integrated with active directory. We have even run test instances for other departments that wanted to evaluate the product for themselves.

SLA management

Knowledge Base

Update releases

Shows metrics of service calls completed or overdue to the technicians and management so they can see the areas that need help.

Allows a call to be assigned to a technician and passed off as needed to the proper person with the necessary skills to complete the call.

Keeps solutions to known issues, searchable by keywords and they can be grouped by solution type.

Clean request interface

Contains a lot of the basic functionality you need to run a service desk

A lot of customisable notification features

Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version).

Purchase orders are processed quicker and with less paper.

Tickets are tracked and people are held accountable for not processing them on time.

Ticket surveys are helpful to our department because it helps us pinpoint issues on IT tickets.

Managing and organizing service requests.

Easy search feature to look up past tickets.

Reporting feature gives you the ability to see how your techs are doing on a weekly or monthly basis.

It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.

The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.

It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)

Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.