ManageEngine ServiceDesk Plus Review

We use it for ticket logging. I'd like more automation.


What is most valuable?

Ticket logging, ability to customize as per the organisation's needs.

How has it helped my organization?

We have been able to track issues, get metrics of the technical staff.

What needs improvement?

Automation.

For how long have I used the solution?

12 months.

What was my experience with deployment of the solution?

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

What do I think about the stability of the solution?

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

What do I think about the scalability of the solution?

Ours is a small setup with just three technicians, so scalability is not much of an issue.

How is customer service and technical support?

We are using the free version and there is no customer service with it.

How was the initial setup?

Straightforward.

What about the implementation team?

We implemented and customized it in-house.

Which other solutions did I evaluate?

Yes. We tried Atlassian JIRA.

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