It has helped the organisation in improving its internal complaint handling processes and provides resolution statistics which are used in decision making.

The amazing thing about ServiceDesk is its ability to automatically provide the new employees with the new information they need.

They are ol' reliable and they get the job done. I'm happy to continue to use them.

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows.

There seems to be no application development to fix their shortcomings and flaws.

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

The ability to try modules as we go was an add-on. Endless customization can be done on the software.

Some of the maintenance screens are hard to figure out.

Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier.

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.

A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost.

Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard.

It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses.

Ticketing portion is great, but service desk has to be programmed properly (i.e. encoding holidays for the succeeding years).

Implementation and configuring was easy. Integration to AD to create user profiles.

Great solution to seamlessly manage tickets with reporting that is comprehensive.

The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice.

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.

Great service desk product. Feature rich, easy to use and excellent value for money.

For some reason, there is no section with frequent questions, although this is very lacking.

Service Desk Plus is very easy to use and simple to install.

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing.

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.

Couple of problems I have seen is its inability to automatically discard spam.

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease.

Some of the developer features are a bit lacking and hard to grasp.

My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

This is such a brilliant, cost effective tool that requires little to no setup and has given us the ability to resell a really fantastic experience to our customers.

The performance is poor and it suffers of latency compared to other software under the same conditions.

It is a great tool for remote support, the price point is very good, many features of more expensive packages.

The software is easy to use but if you need customer support is superb.

Excellent product, easy to use, fits perfectly with our team. I have already recommended it to several peers.

The fact it is free for personal use is great, and the web-based tool is reliable and simple to use.

With more and more of the workforce working remotely, innovative solutions have had to sprout up overnight. Zoho assist is an extremely easy to use out of box application that is also very affordable.

It contains a visual highlight which allows you to converse with generic help in seconds and keeps you stay in touch with the specialized group.

Love the simplicity of unattended access and the great pricing. Tons of value for a non profit.

The biggest advantage of zoho assist is that it helps us obatiaing better comminciation with our team.

I don't need unattended sessions and it was great to be able to opt out of this an therefore save money.

The biggest current drawback (and distinction from Teamviewer) is the lack of a VPN function in Zoho.

Worst feature, some infrequent connectivity issues.

My team and I love Zoho assist and use it daily for remote customer support and even training for our techs using the recording function.

The cost to use Zoho Assist is what drew me to the product. The ease of use and powerful options of Zoho Assist is what keeps me using it.

Great, Simple Product, Fantastic Integration with Zoho Desk.

The integration with Zoho Desk is amazing. It's really, REALLY nice to be able to trigger a remote session with the click of a button, directly from the ticket.

Easy to deploy, easy to use,  great features. My experience has been great.

Simple to use and organize. Lots of useful options, branding and api integration.

It is truly difficult for me to identify a weakness.

Great tools and amazing customer service. Whenever we have an issue, they are on top of getting it resolved.

Support in the early stages was great and a free extension to the free trial was amazing - it gave me a long evaluation time and as a result, I wouldn't go to any other provider.

I love the pricing, the layout of the website, the ease  of use, the many features and functions of the program.

I love how easy it is for us to connect with customers. I also love how easy it is for our customers to understand how to use it.

Good software and price  with choice good interface.

I have not had any issues with this product so am unable to come up with a negative.

Client users are sometimes confused by a starting screen that mimics code entry but is only a splash screen.

What I like most about it, is that the free version integrates with Spiceworks and it has a aesthetically pleasing GUI.

US Dollar

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.



LongDescription

Commenting/Notes

Support Ticket Management

Purchase Order Management

Surveys & Feedback

Barcoding/RFID

Customizable Reports

Document Storage

Activity Tracking

IT Asset Management

Contract/License Management

Change Management

Disposal Management

Project Management

Approval Process Control

Projections

Procurement Management

Knowledge Management

Categorization/Grouping

Scheduled/Automated Reports

Customizable Fields

Collaboration Tools

Automated Routing

Assignment Management

Full Text Search

Call Center Management

Problem Management

Email Templates

Self Service Portal

Help Desk Management

Audit Trail

Mobile Access

Cost Tracking

Depreciation Management

Service Reporting

CMDB

Service Catalog

Issue Scheduling

Issue Management

Multi-Channel Communication

Configuration Management

Workflow Management

Email Management

Ticket Management

Recurring Issues

Asset Tracking

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Availability Management

Dashboard

IT Incident Management

Alerts/Escalation

Real Time Reporting

Customizable Branding

Asset Lifecycle Management

Compliance Tracking

Reporting/Analytics

Monitoring

Prioritization

Remote Access/Control

Supplier Management

Incident Management

Customer History

Issue Auditing

Third-Party Integrations

Task Management

Release Management

Document Management

Inventory Management

Check-in/Check-out

Customer Support

Incident Reporting

Location Tracking

Safety Incident Management

Status Tracking

Communications Management

Maintenance Management

Audit Management

Email/Help Desk

FAQs/Forum

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

ManageEngine ServiceDesk Plus

In Person

Live Online

Webinars

Documentation

Zoho Assist is a cloud-based remote support software designed for organizations of all sizes. The solution allows IT technicians to remotely support customers all across the globe. 

Key features of Zoho Assist include file transfer, concurrent sessions, remote print, chat, multi-monitor navigation, computer grouping, group-based access to technicians, robust security, user management and many others.

With multiple methods to initiate a session and no installation required at the technician's end, connecting to a remote desktop is pretty simple in Zoho Assist.

Zoho Assist offers you cross-platform remote support by allowing you to work on a remote desktop right from your browser. Rebranding options in Zoho Assist helps you to use your company's name, favicon, logo and a customized user portal. 

Zoho Assist has a forever-free plan as well as paid plans on a monthly subscription basis.

Access Controls/Permissions

Session Recording

Video Chat

SSL Security

Remote Update/Installation

File Transfer

Screen Sharing

Unattended Access

Diagnostic Tools

File Sharing

Chat/Messaging

Summary Reports

Remote Support

Session Transfer

Multiple User Accounts

Live Chat

Remote Monitoring & Management

Meeting Management

For MSPs

Real Time Screen Sharing

Desktop/Browser Sharing

Backup and Recovery

Free Trial (15-days): Fully functional with all features of paid editions.

Free Edition: Come with 1 Remote Support Technician license and 5 Unattended Computers. Remote control, chat, UAC compatibility and supports clipboard sharing. 

Paid Editions: 
Free Trial (15-days): Fully functional with all features of paid editions.

Free Edition: Come with 1 Remote Support Technician license and 5 Unattended Computers. Remote control, chat, UAC compatibility and supports clipboard sharing. 

Paid Editions: 

Remote Support 

Standard - starts at $12/month/technician (or) $120/year/technician. 
Professional - starts at $18/month/technician (or) $180/year/technician. 
Enterprise - starts at $28/month/technician (or) $288/year/technician. 
Unattended Access

Standard - starts at $12/month/25 computers (or) $120/Year/25 computers
Professional - starts at $18/month/25 computers (or) $180/Year/25 computers
Volume discounts available.

ManageEngine ServiceDesk Plus vs Zoho Assist

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