ManageEngine SupportCenter Plus Review

ITIL compliant and records detailed billing-related information for tickets


What is our primary use case?

Our clients use this solution to implement their helpdesk and customer service.

What is most valuable?

The most valuable features are the ITIL compliance and billing.

You can record the hourly rate and how much time is spent on each ticket, along with the technician that worked on it.

All of the ManageEngine products have mobile applications.

What needs improvement?

There is no cloud-based version and it would be helpful if it were available.

Insurance and banking features need to be improved.

For how long have I used the solution?

I have been using ManageEngine SupportCenter Plus for almost two years.

What do I think about the stability of the solution?

This is a very stable product.

What do I think about the scalability of the solution?

This solution is scalable to a point. Having more than four hundred technicians will cause some delays.

How are customer service and technical support?

The technical support for ManageEngine is good enough. 

How was the initial setup?

The initial setup is straightforward. If you need any help with installing the tool then you can find instructions on the website.

The deployment can take between three weeks and a month, maximum. It depends on the customer requirements including the workflow and the service form.

Sometimes, after installing, the clients will figure out things that they didn't realize in the beginning. This requires going back and making changes to the configuration.

Between two and three technicians are suitable for deployment and maintenance.

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

The licensing fees depend on different criteria, including options and sizing.

Which other solutions did I evaluate?

I evaluated Freshservice and I found ManageEngine to be better for customers who want a simpler interface.

What other advice do I have?

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

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