ManageEngine ServiceDesk Plus vs osTicket
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.2 / 5
4.3 / 5
Value for Money
4.3 / 5
4.8 / 5
Customer Support
4.2 / 5
4 / 5
Functionality
4.4 / 5
4.2 / 5
Last Review Written
August 31, 2024
May 25, 2024
Pros/Cons
Pros
- 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.
- 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.
- 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.
Cons
- 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.
- Couple of problems I have seen is its inability to automatically discard spam.
- Some of the developer features are a bit lacking and hard to grasp.
Pros
- It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.
- I like that is free, the installation is easy and the software is user friendly. OsTicket is a customizable ticket system that offers some nice features like email notifications.
- Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it.
Cons
- The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket.
- Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected.
- Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
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Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2024
N/A
Advisor Recommendations
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Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
