ManageEngine ServiceDesk Plus Reviews

Pros

Getting the ticketing system up and running was very quick and we were able to turn on security MFA right away. In terms of value for money, it is excellent and the learning curve is very manageable since it also includes a knowledge base page. Overall the improvements it brought to ticket handling and overall efficiency have been excellent and the system is very simple to use.

Cons

There are moments when the product runs a bit slowly but whenever that gets reported, the support team responds quickly and usually fixes the issue fast as well.

Pros

Back end automation and custom triggers make it possible to build powerful workflows that fit our very specific, niche requirements.

Cons

To get the most out of the automation features, you need some scripting knowledge and technical skill. The terminology also moves away from widely recognized standards especially around ITIL in change management.

Pros

This ticketing system has been excellent to work with especially because it offers plenty of customization options and multiple ways to turn incoming emails into actionable tickets.

Cons

One frustrating part is the limited documentation for custom formatting on ticket forms especially when we are trying to set up custom email import rules.

Pros

ManageEngine ServiceDesk Plus has been a really great platform for service management. The part I like most is how complete yet user-friendly the setup feels. Customizing workflows is also not a problem, the automation features are powerful and it helps handle requests from end to end in a much more efficient way. On top of that the reporting is detailed and useful which makes it easier to track performance and continuously improve processes.

Cons

Some of the more advanced setup and integration tasks still require extra technical knowledge which is a bit annoying. It would also be nice to have a more modern and smooth interface especially when working with a lot of customizations. Other than that the platform has a strong overall structure and I feel like improvements in those areas would make it even more effective.

Pros

This product feels strong and reliable. Also you get comfortable with it quickly because the learning curve is not too steep and the interface is fairly easy to use and navigate.

Cons

If there is one downside, it's definitely the cost which is something most of us in the IT world already expect. That said when it comes to managing networks, it does a very good job.