ManageEngine ServiceDesk Plus Erfahrungen

Great software, could use more features

Kommentare: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

Vorteile:

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Nachteile:

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Robust, easy to use, fully-featured IT Help Desk software

Vorteile:

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Nachteile:

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

Support is terrible

Vorteile:

Nice interface.

Nachteile:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

My experience with ManageEngine ServiceDesk

Kommentare: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Vorteile:

What I like most is creating different user groups with different roles.

Nachteile:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

ManageEngine Service Desk Plus - Great helpdesk solution

Kommentare: We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Vorteile:

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Nachteile:

There is nothing really we have not liked so far with the product.

Keep Track of Issues

Vorteile:

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Nachteile:

The UI of the application can be improved so it can become more user friendly

ManageEngine Service Desk review

Kommentare: A very good experience helped me alot with inventory

Vorteile:

Ticketing system is top and every aspect is covered

Nachteile:

A little difficult to implement for beginners

Nice product

Vorteile:

Customization possible as per the company policy

Nachteile:

i would say the price and tech support needs to be improved

Good ITSM platform for its money

Kommentare: A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

Vorteile:

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Nachteile:

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Great value for money and after-care

Kommentare: Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform.

Vorteile:

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Nachteile:

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

A very customizable ITSM tool

Kommentare: ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

Vorteile:

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Nachteile:

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

Good Cloud Based Service Desk

Kommentare: As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult.

Vorteile:

Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,

Nachteile:

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.

Excellent ITIL Ticket management tool free for 5 Technicians

Vorteile:

Excellent ITIL Ticket management tool free for 5 Technicians

Nachteile:

Need to pay extra for additional technicians other than 5

ManageEngine ServiceDesk Plus

Vorteile:

Great ITSM tool, lightweight and efficient platform. Integrate Service Desk Cloud into your own environment without hassle. Really easy to configure, deploy and therefore quick to start using. Covers everything we needed incidents, requirements, administration, SW licenses and other functionality.

Nachteile:

We would appreciate perhaps just a customization of the categories in the inventory, that would be a nice feature. Otherwise I have nothing to complain about, I was satisfied with the use, good price/performance ratio.

Impressive Value

Kommentare: Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

Vorteile:

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.

Nachteile:

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.

ManageEngine ServiceDesk Plus Review

Kommentare: We cant run ICT support without this tool, its the core of our support system

Vorteile:

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Nachteile:

Its more effective working alongside other zoho products which have to be purchased separately

Central and highly customizable ticketing system for the entire organization

Kommentare: Central and highly customizable ticketing system integrated with the monitoring OpManager system

Vorteile:

Very simple and intuitive graphical user interface, highly customizable

Nachteile:

Notorious problems with application updates

One stop shop for ITIL based efficient Servicedesk

Kommentare: Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

Vorteile:

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Nachteile:

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Review Manage Engine SDP

Vorteile:

Easy to Use Easy to Setup customer-centric UI

Nachteile:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

Versatile tool with a lot of features

Vorteile:

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Nachteile:

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Service Desk is good

Vorteile:

Its good, easy to use, fast, functional.

Nachteile:

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.

Over 125 users and counting!

Kommentare: We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.

Vorteile:

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

Nachteile:

We cant add Video tutorials to our knowledge base

You are the beta tester

Kommentare: This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Vorteile:

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Nachteile:

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

One of the top helpdesk ticketing platforms.

Vorteile:

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.

Nachteile:

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.

Complex and probably more than we needed!

Kommentare: Indifferent. I am sure it works well for many, just was not a good fit for our use.

Vorteile:

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

Nachteile:

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