Recensioni su ManageEngine ServiceDesk Plus

Buon software pe gestione Ticket

Aspetti positivi:

Piattaforma di ticketing che fa della sua semplicità il maggior punto di forza. Configurato a dovere è uno strumento potente per la gestione di tutte le problematiche lato IT aziendali.

Aspetti negativi:

La configurazione richiede abbastanza studio e sviluppo, con le impostazioni di base resta abbastanza limitato

My experience has been amazing and productive

Commenti: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Aspetti positivi:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Aspetti negativi:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Great software, could use more features

Commenti: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

Aspetti positivi:

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Aspetti negativi:

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Support is terrible

Aspetti positivi:

Nice interface.

Aspetti negativi:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. 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. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Commenti: Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Aspetti positivi:

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Aspetti negativi:

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Great product for its money

Commenti: Overall this product is really well made and compared to its competitors is really well priced.

Aspetti positivi:

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Aspetti negativi:

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Great ticketing system for helpdesk

Commenti: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Aspetti positivi:

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Aspetti negativi:

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

Organization improvement product : ManageEngine ServiceDesk Plus

Commenti: We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

Aspetti positivi:

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Aspetti negativi:

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Manage Engine Service Desk Review

Commenti: We used it as a ticket system for IT but overall did not like the experience.

Aspetti positivi:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Aspetti negativi:

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

Good ITSM platform for its money

Commenti: A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

Aspetti positivi:

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Aspetti negativi:

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Excellent ITIL Ticket management tool free for 5 Technicians

Aspetti positivi:

Excellent ITIL Ticket management tool free for 5 Technicians

Aspetti negativi:

Need to pay extra for additional technicians other than 5

One stop shop for ITIL based efficient Servicedesk

Commenti: Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

Aspetti positivi:

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Aspetti negativi:

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Life changing

Commenti: 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.

Aspetti positivi:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Aspetti negativi:

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Servicedesk product at an affordable price

Aspetti positivi:

The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.

Aspetti negativi:

The interface could have been much much better. Adding of extendedattributes could have been made easier.

You are the beta tester

Commenti: This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Aspetti positivi:

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Aspetti negativi:

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Review Manage Engine SDP

Aspetti positivi:

Easy to Use Easy to Setup customer-centric UI

Aspetti negativi:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

It´s a great product helps me keep all my issues with customers organized

Commenti: its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

Aspetti positivi:

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Aspetti negativi:

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

ServiceDesk Plus

Commenti: I've read a lot of reviews where customers complain about ManageEngine's customer service and it really isn't as bad as everyone makes it out to be. Yes, sometimes we need to wait for a solution but we aren't the only customer they have either. They usually get back to us sooner than later and the technicians are friendly and helpful.

Aspetti positivi:

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Aspetti negativi:

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

Versatile tool with a lot of features

Aspetti positivi:

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Aspetti negativi:

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

The AIO Servicedesk Solution

Commenti: as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Aspetti positivi:

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Aspetti negativi:

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

I have been using it for the past 8 years

Commenti: 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!

Aspetti positivi:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

Aspetti negativi:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

Commenti: As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Aspetti positivi:

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Aspetti negativi:

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Tech support actually best part of the product

Commenti: The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Great Tracking Tool and Self-Service

Aspetti positivi:

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Aspetti negativi:

The software is not the most intuitive and requires some training to really be able to navigate well.

Makes tracking our work easy and efficient!

Aspetti positivi:

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Aspetti negativi:

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.