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
IT Infrastructure Senior Manager at a manufacturing company with 201-500 employees
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 »
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 »
Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: November 2019.
378,950 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. View full review »
Fanky Christian
Director at Daya Cipta Mandiri Solusi, PT
* Request management * SLAs * Business site We not only handle tickets, but also requests from many departments. All are easy to manage. View full review »
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, simple to install, and we set them up quickly too. View full review »
PradeepKumar12
Team Lead at a comms service provider with 1,001-5,000 employees
I am enjoying the report features, they are quite good. View full review »
Altin Kona
Financial & IT Deputy Group Head with 1,001-5,000 employees
The most valuable feature is the tracking of service requests. View full review »
Find out what your peers are saying about ManageEngine, ServiceNow, Atlassian and others in Help Desk Software. Updated: November 2019.
378,950 professionals have used our research since 2012.
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