ManageEngine ServiceDesk Plus Review

It provides an overview of which incidents are to be taken care of in the organization and with which urgencies.


What is most valuable?

This product is quite flexible since the admin is able to add or change templates and add as many (sub) categories as necessary to get a good overview of all assigned tickets.

How has it helped my organization?

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

What needs improvement?

None whatsoever.

For how long have I used the solution?

I've used it for six years.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

8/10. They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues.

Which solution did I use previously and why did I switch?

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

How was the initial setup?

Just click and install.

What about the implementation team?

Just downloaded from manageengine.com, implemented, and configured myself.

What other advice do I have?

SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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