ManageEngine ServiceDesk Plus Erfahrungen

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

We can easily generate customized log reports with user friendly in nature Change Management Workflows

The software have some issue related to schedule task specially in end of week

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly.
I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Very simple and intuitive graphical user interface, highly customizable

Notorious problems with application updates

Its good, easy to use, fast, functional.

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

It definitely had a lot of capabilities but me and my team found it hard to navigate as well as hard to communicate with the Customer Service

It was just very busy. Not very user friendly for our use.

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Easy to Use
Easy to Setup
customer-centric UI

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.

Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.

* Excellent Service Catalog.
* Convertion of Tickets into projects, Problems, Changes.
* Asset Discovery and CMDB
* Lots of addons.
* Integrated chat.

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.

I like so many of the features available in the system for managing the ticketing system and integrating with Office365. I like to ability to manage change control, incidents and assign tasks, drop notes.

Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest