ManageEngine ServiceDesk Plus Pros and Cons

ManageEngine ServiceDesk Plus Pros

Bhavani Prasad Paragi
General Manager at Qwikcilver
The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.
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Deena Khattab
MIS Manager at a media company with 201-500 employees
When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.
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Gamal Elsabbagh
IT Engineer at arkas egypt
This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.
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Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: January 2020.
397,408 professionals have used our research since 2012.
Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
The most valuable features are project management, change management, and the flow according to the mail chain.
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Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
We not only handle tickets, but also requests from many departments. All are easy to manage.
ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests.
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Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install.
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PradeepKumar12
Team Lead at a comms service provider with 1,001-5,000 employees
I am enjoying the report features, they are quite good.
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Altin Kona
Financial & IT Deputy Group Head with 1,001-5,000 employees
This solution has provided a way to manage request tracking and resolution.
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ManageEngine ServiceDesk Plus Cons

Bhavani Prasad Paragi
General Manager at Qwikcilver
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.
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Deena Khattab
MIS Manager at a media company with 201-500 employees
We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.
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Gamal Elsabbagh
IT Engineer at arkas egypt
When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.
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Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: January 2020.
397,408 professionals have used our research since 2012.
Mohsin Ghani
Account Manager at a tech services company with 201-500 employees
They could improve the screens.
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Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.
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Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
The product needs to allow for implementation for other departments besides the IT help desk.
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PradeepKumar12
Team Lead at a comms service provider with 1,001-5,000 employees
I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.
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Altin Kona
Financial & IT Deputy Group Head with 1,001-5,000 employees
Improvement is needed in the Software Assets Management functionality.
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Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: January 2020.
397,408 professionals have used our research since 2012.