So far, we have only really been using it for a help desk. There are some other things that it can be used for but at this point, we have not deployed additional functionality.  

The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like. They take care of each and every customer.

We have found the reporting in this product to be very useful. Also, the configuration is very easy.

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.