ManageEngine ServiceDesk Plus Valuable Features

Bhavani Prasad Paragi
General Manager at Qwikcilver
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. View full review »
Deena Khattab
MIS Manager at MGM
The reporting feature of the solution is very good for asset management and also for the performance of our organization. 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. It even has a calendar, and a backup available on the application. View full review »
Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
The features that I have found most valuable are the reporting module and how we configure the SLA. Also, ManageEngine is flexible and user-friendly. Creating a ticket is quite easy. So is configuring SLAs and generating reports. It is straightforward to use. View full review »
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2021.
455,164 professionals have used our research since 2012.
Anand Khandelwal
Global Service Delivery Manager at a computer software company with 10,001+ employees
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface. View full review »
Munir Noor
System Security Engineer at a tech services company with 201-500 employees
Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances. View full review »
Project Engineer at I.T Solutions India Pvt Ltd
The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features. The solution offers a lot of opportunities for integrations. We can integrate with Slack, Azure, all the API alternatives, etc. There's a lot of integration modules provided. View full review »
Gamal Elsabbagh
IT Engineer at arkas egypt
The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions center functions as a troubleshooting hub as well as a problem-solving assistant. Finally, the remote desktop support service is of great value as they are very prompt and efficient. View full review »
Quality Management at a financial services firm with 201-500 employees
The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards. View full review »
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB. Another feature that I'm currently studying is the IT project. View full review »
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. View full review »
IT Security Officer at a mining and metals company with 501-1,000 employees
The most valuable feature is its ease of use. View full review »
Altin Kona
Financial & IT Deputy Group Head at Banka Komb√ętare Tregtare
The most valuable feature is the tracking of service requests. View full review »
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: January 2021.
455,164 professionals have used our research since 2012.