ManageEngine ServiceDesk Plus vs Track-It!
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
4.1 / 5
Value for Money
4.3 / 5
3.9 / 5
Customer Support
4.2 / 5
4.1 / 5
Functionality
4.4 / 5
3.8 / 5
Last Review Written
August 31, 2024
May 31, 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
- Fantastic for logging and tracking Help Desk calls. Does a great job for inventory/asset management.
- Track-It automates tracking your assets, and help desk tickets easily. It is nice to be able to see what computers we have and what software is installed on them and who is using them.
- Track-It! is a great product with great features. It helps keep our IT department organized and running effectively and efficiently.
Cons
- Not once in the year I've been using it, has it crashed or locked up so bad I couldn't work.
- It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.
- Reports are hit and miss at times when incidents do not get properly classified, so overhead is a little higher than I would have expected.
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
