ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance.
ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management.
Further automation is provided by the “business rules” feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
Marc from CscProvidence
Employees number: 1,001-5,000 employees
I thought it was a great product that was easy to use and setup.
However our purse strings are just a little too tight.
easy to setup, support was quick to answer back.
too expensive for a small school board
the free standalone version has no support.
if this is in your price range, you should really take a look at it.
Greg from Fidelity Bank
Employees number: 201-500 employees
This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case.
Great product for the money.
Integrates with AD.
Support is a bit difficult to obtain but appears to be getting better.