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.

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.

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

SAP Service Cloud Portfolio is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales pipeline, customers and marketing operations.


SAP Service Cloud Portfolio features built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The solution can also be deployed on-premise.


The sales module helps organizations acquire and retain new business by effectively managing the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids organizations in improving client satisfaction and retention rates by providing superior levels of customer support. Other modules include channel management, interaction center, web channel, and business communications management.


SAP Service Cloud Portfolio offers support through an online knowledge base, support portal and via phone.



Performance Management

Communication Management

Data Import/Export

Call Routing

Contact Management

Support Ticket Tracking

Activity Dashboard

Chat/Messaging

Interaction Tracking

Contact Database

Task Scheduling

Real-time Consumer-facing Chat

Customer Complaint Tracking

Routing

Lead Management

SAP Service Cloud pricing plans are available on annual subscriptions based on the number of users.
Contact SAP for detailed pricing information.

ManageEngine ServiceDesk Plus vs SAP Service Cloud

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