ManageEngine ServiceDesk Plus Features
What are the features of ManageEngine ServiceDesk Plus?
Incident Management
- Automate Ticket Routing
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
- Surveys
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Service Desk
- Help Desk
- Incident Reports
- Process Workflow
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Technology Glossary Features
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. 20 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 73% (Based on 20 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 24 ManageEngine ServiceDesk Plus reviews. | 77% (Based on 24 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 26 ManageEngine ServiceDesk Plus reviews. | 85% (Based on 26 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 24 ManageEngine ServiceDesk Plus reviews. | 76% (Based on 24 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress 26 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 80% (Based on 26 reviews) | |
Dashboards | Based on 25 ManageEngine ServiceDesk Plus reviews. Displays important metrics relating to performance | 83% (Based on 25 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 26 ManageEngine ServiceDesk Plus reviews. User Experience of creating and submitting a ticket | 83% (Based on 26 reviews) | |
Ticket Response User Experience | As reported in 27 ManageEngine ServiceDesk Plus reviews. User Experience of responding and receiving a response | 85% (Based on 27 reviews) | |
Workflow | As reported in 26 ManageEngine ServiceDesk Plus reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 26 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 25 ManageEngine ServiceDesk Plus reviews. | 87% (Based on 25 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 26 ManageEngine ServiceDesk Plus reviews. | 82% (Based on 26 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 27 ManageEngine ServiceDesk Plus reviews. | 83% (Based on 27 reviews) | |
Ticket Collaboration | Based on 26 ManageEngine ServiceDesk Plus reviews. Share and collaborate on tickets with multiple customer service representatives | 86% (Based on 26 reviews) | |
Customer/Contact Database | Based on 25 ManageEngine ServiceDesk Plus reviews. Central repository for account and contact information | 79% (Based on 25 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 26 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 83% (Based on 26 reviews) | |
Email to Case | As reported in 27 ManageEngine ServiceDesk Plus reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 90% (Based on 27 reviews) | |
Live Chat Support | Based on 21 ManageEngine ServiceDesk Plus reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 78% (Based on 21 reviews) | |
Social Media Integration | As reported in 18 ManageEngine ServiceDesk Plus reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 71% (Based on 18 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 18 ManageEngine ServiceDesk Plus reviews. | 69% (Based on 18 reviews) |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. 87 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 86% (Based on 87 reviews) | |
Ticket Prioritization | As reported in 88 ManageEngine ServiceDesk Plus reviews. Prioritizes tickets based on factors configured by the user. | 86% (Based on 88 reviews) | |
Ticket Notifications | Based on 92 ManageEngine ServiceDesk Plus reviews. Notifies the IT team when a ticket needs action. | 88% (Based on 92 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. 84 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 80% (Based on 84 reviews) | |
Knowledge Base/Ticket Integration | As reported in 82 ManageEngine ServiceDesk Plus reviews. Integrates knowledge base articles into a ticket. | 81% (Based on 82 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. 88 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 83% (Based on 88 reviews) | |
Time Tracking | Tracks time worked on a ticket. This feature was mentioned in 79 ManageEngine ServiceDesk Plus reviews. | 85% (Based on 79 reviews) | |
Surveys | As reported in 67 ManageEngine ServiceDesk Plus reviews. Provides surveys to measure employee satisfaction. | 81% (Based on 67 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. 68 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 71% (Based on 68 reviews) | |
Self Service | Enables employees to view the status of their tickets. This feature was mentioned in 74 ManageEngine ServiceDesk Plus reviews. | 81% (Based on 74 reviews) | |
Active Directory | Based on 84 ManageEngine ServiceDesk Plus reviews. Provides a directory of all users within an organization. | 85% (Based on 84 reviews) | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. 61 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature. | 79% (Based on 61 reviews) |
Administration
Change Management | Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 88% (Based on 32 reviews) | |
Asset Management | Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 87% (Based on 32 reviews) | |
Reports & Analytics | Based on 33 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 88% (Based on 33 reviews) | |
Device Management | Based on 10 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Unifies endpoint management of employee devices | 97% (Based on 10 reviews) | |
ITIL Policy Compliance | Helps organizations establish, implement, and adhere to ITIL regulation. | Not enough data | |
Asset Management | Based on 10 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Keeps records of each network asset and its activity. Discovers new assets accessing the network. | 98% (Based on 10 reviews) |
Service Desk
Help Desk | Based on 35 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 91% (Based on 35 reviews) | |
Incident Reports | Based on 35 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 88% (Based on 35 reviews) | |
Process Workflow | Based on 34 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 87% (Based on 34 reviews) |
Monitoring and Management
Remote Monitoring | Based on 11 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Monitor IT asset activity remotely from an administrator terminal. | 91% (Based on 11 reviews) | |
Asset Tracking | Based on 10 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tracks IT assets and financial data. | 95% (Based on 10 reviews) | |
Application Deployment | Releases applications for access on desktop or mobile devices. | Not enough data | |
Patch Management | Automates the updating of security measures on enterprise devices. | Not enough data |
Organization
Workflow Management | Creates new or streamlines existing workflows to better handle IT support tickets and service. | Not enough data |
Service Management
Ticketing | Based on 10 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tools that help create and manage a ticketing platform that facilitates cross-departamental communication. | 93% (Based on 10 reviews) | |
Remote Access | See feature definition | Controls access to legacy applications, web based applications, networks resources while employees are outside the local area network. | Not enough data |
Service Management | Based on 10 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Utilizes data to proactively identify and prioritize IT issues. | 97% (Based on 10 reviews) |
Functionality
Ticketing System | Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues. | 90% (Based on 32 reviews) | |
Performance Logging | Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tracks action-by-action asset performance with machine- or human-readable logs. | 83% (Based on 32 reviews) | |
Alerting | Based on 30 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues. | 86% (Based on 30 reviews) | |
Automation | Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance. | 84% (Based on 32 reviews) |
Management
Reporting | Based on 31 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | 84% (Based on 31 reviews) | |
Administration Console | Based on 29 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking. | 84% (Based on 29 reviews) | |
Access Management | Based on 29 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets. | 85% (Based on 29 reviews) | |
Asset Management | Based on 30 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking. | 86% (Based on 30 reviews) | |
Policy Dictation | Based on 28 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware. | 79% (Based on 28 reviews) |
Monitoring
Constant Monitoring | Based on 23 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time. | 89% (Based on 23 reviews) | |
Timely Alerts | Based on 24 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise. | 92% (Based on 24 reviews) | |
TIcket Accuracy | Based on 25 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Generates accurate incident reports. | 91% (Based on 25 reviews) |
Management Tools
Ticket Assignment | Based on 26 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members. | 92% (Based on 26 reviews) | |
Standardization | Based on 24 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Cultivates a standardized workflow for enhanced organization. | 87% (Based on 24 reviews) | |
Lifecycle Visualization | Based on 23 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident. | 89% (Based on 23 reviews) |
