ManageEngine SupportCenter Plus Reviews

Pros

Since we enabled it for internet access instead of limiting it to our on-prem setup, handling tickets has become much more convenient. It's now much easier to log in, review requests, respond and close them out. The system runs quickly, works well across all the browsers used in our company and is fairly simple to navigate. The interface is clear enough that most actions are self-explanatory.

Cons

Request management and assignment are simple enough but task management is noticeably more complex. When you're responsible for dispatching tasks to a team of support engineers, the same sequence has to be repeated every single time: open the "Quick actions" menu, go to "All Tasks," and then apply the "Pending - My group tasks" filter. That extra process makes things slower and more annoying than they should be especially when there's a large number of tasks waiting to be assigned. Hopefully future versions improve the way tasks are managed and distributed.

Pros

The notification system and comment section work really well. It's convenient to see the customer's latest comment right away without having to go through the entire email thread.

Cons

Something that would make it even better is mobile notifications for ticket status especially for people who travel frequently.

Pros

Handling client requests with this tool has been quite smooth and it helps us generate reports that we can present to management to show progress on a monthly and quarterly basis.

Cons

The UI doesn't feel very interactive and the dashboards can't be customized the way we need.