ManageEngine ServiceDesk Plus Review

Manages all our requests, both internal and external requests, for not only ticketing but users' requests


What is our primary use case?

ServiceDesk Plus is good to support internal IT help desk systems, external customer support systems, and request management within the company. 

How has it helped my organization?

ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests. We started by using the free version (limited technicians), and now we use the professional edition with the asset management functions.

What is most valuable?

  • Request management
  • SLAs
  • Business site

We not only handle tickets, but also requests from many departments. All are easy to manage.

What needs improvement?

For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

no

What do I think about the scalability of the solution?

We handle a lot of users, and it's still stable

How is customer service and technical support?

easy to contact

Which solutions did we use previously?

We used open source ticketing, with limitation and need to enhance, so we migrate to servicedesk plus

How was the initial setup?

no, very simple

What about the implementation team?

inhouse team

What was our ROI?

2 years

What's my experience with pricing, setup cost, and licensing?

we implement the on premise servicedesk plus because it's affordable

Disclosure: My company has a business relationship with this vendor other than being a customer: gold partner
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