ManageEngine ServiceDesk Plus

Pros: - ServiceDesk Plus is very user friendly platform. You can train a new user to use it within minutes - It's very customizable. You can create many teams and then create rules for those teams. - Service Desk + is not only a ticketing service, it allows you to run reports, track assets, automate solutions for tickets etc. - Ticket management is very user friendly - you can do manual or automated assignment. - Not the most expensive platform on the market. - Supports SAML sign ins and 2FA which is always good - SD+ has a very good mobile app - Comes in Windows and Linux versions

Cons: - ServiceDesk+ has 2 server versions: Linux based and Windows based. Maintenance of Linux based version could be a problem if your team is mostly Windows specialist. This is the only real con I could think of

Pros: The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too. The actual improvement and efficiency of the ticket management is fantastic and super easy to use.

Cons: At times the product can be slow but when reporting this issue they are fast to fix it and also fast to reply to tickets too.

Pros: Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements

Cons: To fully utilise the automative functions requires some scripting knowledge and skills. The terminology tends to lean away from recognised universal standards, such as in relation to ITIL for the change management features

Pros: Great ticketing system that has a lot of customizable features and ways to import emails into actionable items

Cons: Lack of documentation on the custom formatting of ticket forums can be frustrating if you are trying to setup custom email import rules

Pros: The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers. The ability to easily customise workflows, the powerful automation, and the fact that it enables end-to-end management of requests much more efficiently are significant advantages. Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes.

Cons: The aspect I would like to see improved in ManageEngine ServiceDesk Plus is that some advanced configuration and integration steps occasionally require additional technical knowledge. Furthermore, making the interface more modern and fluid in extensive customisations could further enhance the user experience. Apart from that, although it has a robust structure overall, improvements in these areas would make the solution even more effective.

Pros: Product is very resilient and robust the learning curve isnt to steep, user interface is fairly friendly and easy to navigate,

Cons: honestly biggest drawback ( as all of us know in the it world ) is the cost but when managing networks it is very good

Pros: It is very easy to use and the customisation options for how you want it to look on your browser makes things easier to layout

Cons: The Dark mode feature is not the best solution to making it more easily readable and there are not enough options to make it look better

Pros: ManageEngine Service Desk Plus is very intuitive! It covers everything you would hope for in a Help desk.

Cons: Each product is separate, and they do not offer an all-in-one solution.

Pros: 1) For non-technical users also easy navigation. 2) Helps organization align with modules like incident, problem, change, asset management. 3)Technician and end users can manages tickets it improves responsiveness.

Cons: 1) Requires fine-tuning to avoid Email/SMS alerts can be too frequently or lack filtering. 2) Mobile app limitations lack some features from the desktop version. 3)Requires time and efforts to utilize all features.

Pros: Very Good Ticketing system for out IT department.

Cons: The customization of templates is a but difficult to understand how the layout works. Some fields are not available for reporting such as the description. A notes field would be nice to add to list the states with date of where the ticket is in the process of getting resolved.

Pros: The technical team is highly supportive, offering custom scripts based on customer requirements at every stage. Additionally, the Change management and release management modules are fully customizable.

Cons: sometime technical team delay on responses

Pros: The customization of menus, reports and just about everything and the intergration with MS Teams

Cons: More features being available on the on prem version compared to cloud

Pros: ServiceDesk Plus Cloud has all the features an IT team would ever need from Change/Release Management, Project Management and a complete service catalogue options, while including Asset Management is a fantastic package at an incredibly attractive price.

Cons: Would like to see a broader range of integrations with other Manage Engine products, especially Remote Access Plus, similarly to Zoho Assist. Currently solutions require you to press the "more..." button in order to see the entire article. Furthermore, there is no built-in Dell Warranty scanning integration, but only a workaround

Pros: The different views for tickets you have to manage is great to manage the workflow. You can adjust the order of tickets by date, name, technician assigned and more. Adding custom objects to the system is also very handy, in my case we use custom buttons to send out emails to clients that are pre-configured. The dashboard is also great for checking close rates and seeing how the tickets are holding up as a whole.

Cons: My only grievance is it feels a little dated sometimes compared to other systems but as far as functionality goes, it's amazing. It's not fair to rate it less for this reason as it's by far the best ticketing system we have used.

Pros: ServiceDesk Plus is a highly customizable ITSM tool with many modules. It has Incident/Request Management, Change Managements, Project Management (Waterfall), Inventory Management, etc. This kind of management capabilities can easily align the customers' environments easily. Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones. With custom integrations, many products can be integrated with it.

Cons: Even if it has great tools, I believe the AI capabilities should be extended when incident and/or request tickets are being handled easily. Additionally, the ServiceDesk Plus Failover feature should be more smooth and easy to configure.

Pros: ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted.

Cons: The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well.

Pros: Effective platform, good integrations and a very competitive price

Cons: The user interface looks dated and can be somewhat unintuitive

Pros: It was very easy to use and build workflows.

Cons: The inability to incorporate other applications into it.

Pros: 1. ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control). 2.Service Desk Plus offers the feature of analytics plus for customizable dashboards for better data visualizations and decision making.

Cons: 1. Cost can be lower. 2.TAC Team support can be improved.

Pros: Setup many years ago, and still in use today. Does all the tasks we require.

Cons: Can be a bit of a burden to update with only command line automated options.

Pros: Can be implemented much more easily than other services

Cons: -It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Pros: It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons: I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.