ManageEngine has Streamlined our Helpdesk!

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros

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!

Cons

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!

Great ticketing system for helpdesk

This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

ServiceDesk Plus - Manage your Helpdesk with Ease

it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Pros

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Cons

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

Basic Helpdesk Application

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

The future of service Desk

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

Pros

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

Cons

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