ManageEngine ServiceDesk Plus Pros and Cons

I like that ServiceDesk Plus is easy to use and navigate. It has helped streamline our IT service management processes and improved our overall efficiency. Review collected by and hosted on G2.com.

ManageEngine ServiceDesk Plus can be limiting for complex automations and customizations, making it less suitable for highly specialized needs. Review collected by and hosted on G2.com.

I can create and use custom templates when creating a work order. ServiceDesk integrates well with Desktop Central. I can assign a user to a specific workstation in ServiceDesk and link it to Desktop Central. When a technician clicks on the icon to remote into the workstation through ServiceDesk, it will open up Desktop Central, provided the user is logged in. The technician will then be remoted into the workstation.

Weekly reports are easily generated and helpful in our weekly huddle. The ServiceDesk interface is very user friendly and easy to teach our technicians to use. Review collected by and hosted on G2.com.

Sometimes I am logged in as the incorrect user and have to log out of the application. Needs authentication implementations like Desktop Central. Main issue is security. Review collected by and hosted on G2.com.

ManageEngine is user friendly and very use to use.

Price point is lower compare to it's compitator. Review collected by and hosted on G2.com.

ManageEngine is sluggish at times.

Less features than it's counterparts Review collected by and hosted on G2.com.

Ease of use, has many built-in modules, integrate with office 365, has many buil-in reports and customizable reports.

Good customer support team. easy to implent rules. Review collected by and hosted on G2.com.

It is a great product for small to mid size companies. Assets module is a real challange in configuration. On-prem version stuck quite offten, so recommend to go for a cloud version. Review collected by and hosted on G2.com.

I like how we can create a ticket for very complicated concerns and have a specialist care of it. But what I love most about manage engine is our access to our company policy documents. Whenever I have some clarification about my benefits, I check it first before asking my manager. Review collected by and hosted on G2.com.

I don't have any at the moment. I hoped there was proper training on using all of its features or maybe a guide has been provided. This would help to make sure we don't make unnecessary mistakes. Review collected by and hosted on G2.com.

The way it organizes ticket information for our IT helpdesk/service desk is very useful for our tech team.

Simple interface to work with and a plethora of features available to add/remove importance field needed to get the job done. Review collected by and hosted on G2.com.

SSO Authentication on the portal sometimes causes trouble and logs out for no reason.

There's a lack of training to use the plethora of features made available with the product. Review collected by and hosted on G2.com.

It tries to be a jack of all trades, as it has a lot of features that combine into the ticketing system a few that we haven't even gotten a chance to try out or use. We just use the main ticketing feature along with checklists, automated monthly task listing, and a knowledge base. The ticketing system works well, its just a little quirky. Review collected by and hosted on G2.com.

What we dislike the most about it is that administration is a pain. Like all Manage Engine products the upgrade process is the smoothest and the integration with their other products is just a link to the splash page of said product. It could integrate their products better. Review collected by and hosted on G2.com.

Very useful and user friendly environment. Infra teams are using this product to get alerts base on their requirements and base on incidents happen . Support teams work base on ticket Review collected by and hosted on G2.com.

As of nothing, but recommeding to increase chat support member on holidays. we wait sometime to get support during holidays, sometimes issue occur due to critical update Review collected by and hosted on G2.com.

Good user friedly tool to manage support tickets Review collected by and hosted on G2.com.

create Business rules incase of exception conditions Review collected by and hosted on G2.com.

Integrates with Endpoint Central to use with our devices. I like the mapping feature as well. AI features are neat as well Review collected by and hosted on G2.com.

Licensing can be quite confusing but other than that very good! Review collected by and hosted on G2.com.