ManageEngine ServiceDesk Plus Review

Ticket auto-routing improves our efficiency, but this solution lacks custom reporting


What is our primary use case?

Our primary use case for this product is providing technical support for our platform. This solution allows us to create the support tickets and forward them to different technical groups for resolution.

How has it helped my organization?

This product helps us with tracking customer queries, and managing the issues effectively. The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things. Automatic tracking of the SLAs has also helped us become more efficient.

What is most valuable?

I have found several features to be quite valuable. The first is the support ticket auto-routing mechanism, where we are able to create business rules that are used to automatically assign the ticket to one of our predefined groups.

Another feature I find valuable is the SLA calculating, where the product is able to apply different rules based on the SLA. You can create your own SLA definitions.

The third feature that I find very useful is the solutions module, where you can create a knowledge base. It is quite helpful when the agent is taking the information directly from the end user. Using this feature, we are able to increase the percentage of cases where the customer can be helped during their initial call.

What needs improvement?

The main thing that I find lacking in the product is the ability to do custom reporting. They have canned reports, but apart from that, I am unable to define my own reports based on my needs. It requires a lot of external customization.

I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.

One final issue, on the topic of business rules, is that more can be implemented. I have seen CRM systems over the past twenty years that can do much more than this. For example, you should be able to customize your workflow completely. I would like to draw my own workflow and go with that. Also, I would like to be able to write a custom feature and include it in the workflow. These things are missing from the product.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

I would rate the stability of this solution to be very good.

What do I think about the scalability of the solution?

This is a product that will scale up to, a mid-sized organization. I would say one with less than around three or four thousand items, but not more than that.

In terms of the entire architecture, I find it not so robust. It starts misbehaving after approximately five or six hundred concurrent connections. In particular, it demands a huge amount of CPU usage, as well as the other resources.

How was the initial setup?

I found the initial setup to be straightforward and very simple. I would say that anybody who has a little bit of software knowledge, in terms of application installation, could take care of it without worry.

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

The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.

An annual maintenance contract is available for an extra cost. There are also consulting services available.  

Which other solutions did I evaluate?

We considered several solutions including Zendesk, Freshdesk, Freshservice, and ServiceNow. The main advantage we saw in this solution is the auto-routing feature, which was not common at this price point. The product was ranked among the top in the ranking list, and it was also one of the most stable ones when we selected it. Essentially, it had all of the features that we were looking for, which is why we chose it.

In general, it is important that the product quality is in line with the current trends in the industry, and cost-effectiveness is essential.

What other advice do I have?

This is a cost-effective product that meets all of the required, basic needs for the company. The workflow for the ticketing system and the service management systems work well. Apart from that, more customizable workflows, better integration, increased robustness of the knowledge base, and more flexible integration gateways would improve the product.

I would rate this solution six out of ten.

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