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Infraon Desk OverviewUNIXBusinessApplication

Infraon Desk is #16 ranked solution in top IT Service Management (ITSM) tools and #18 ranked solution in top Help Desk Software. PeerSpot users give Infraon Desk an average rating of 7.6 out of 10. Infraon Desk is most commonly compared to SCSM: Infraon Desk vs SCSM. Infraon Desk is popular among the large enterprise segment, accounting for 81% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 33% of all views.
Buyer's Guide

Download the Help Desk Software Buyer's Guide including reviews and more. Updated: July 2022

What is Infraon Desk?

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

Infraon Desk was previously known as Everest Service Manager.

Infraon Desk Customers

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Infraon Desk Video

Infraon Desk Pricing Advice

What users are saying about Infraon Desk pricing:
  • "The pricing model is very competitive."
  • "The price of this solution is reasonable and it was well within my budget."
  • Infraon Desk Reviews

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    Operations Head at a comms service provider with 201-500 employees
    Real User
    Top 20
    Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result
    Pros and Cons
    • "There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
    • "The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

    What is our primary use case?

    We are a technology company providing services using satellite for last-mile connectivity. We have 80,000-plus end-miles and provide connectivity within India only. These 80,000 nodes are VSAT (very small aperture terminals). We are using the solution for a service desk model to help manage customer complaints through our ticketing system.

    We have it on our own cloud. Initially, it was a hosted and physical-server model, but now we are using a combination of our physical server as well as our own cloud. It is within our own infra.

    How has it helped my organization?

    What we have is not exactly the platform that is sold in the market. We did some customization to it, based on our processes, that permit our organization to follow certain requirements. It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk.

    On average we log 250 to 300 customer complaints per month in the system. There are a total of 15,000 to 20,000 complaints in the system. It helps us to monitor our customers. It gives us an SLA when a customer logs a ticket, based on the SLA we have signed with the customer. It tells us what the time frame is for solving that complaint. Those parameters are measured through the system and, at the end of the month, we know the percentage of the total that have met the SLAs and how many have not. If an SLA has not been met, we can do a deep dive to understand why. It enhances our internal requirement for providing customer satisfaction.

    It also helps us to monitor field-level performance and to understand the agent/engineers who are handling the tickets. Every engineer logs in to the system with their own credentials. At the end of the month, we can see how many tickets a particular engineer worked on and the turnaround time for each engineer. It gives us good visibility. We can see stats about them, such as their response times. Those features are really helpful.

    What is most valuable?

    There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards. My dashboards are different from other peoples' dashboards. The dashboards are a very critical thing. For me, as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail. At the next level down, they might need to see more details. It is very important that the dashboard be specific to the role or the responsibilities of each user.

    There is also a workflow model that helps us to define our processes. It is very flexible so that you can define the workflow based on your organization.

    There are also some triggers for email and SMS messages. We have defined some triggers, such as when a given number of tickets is not closed on a particular day. Or when a customer's complaint is resolved, we have a trigger so that the customer receives the root cause analysis, a one- or two-liner, which is defined in the system. And when a ticket is assigned to a field team, selection of the field team is automatically done. Those mechanisms are really helpful.

    What needs improvement?

    There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document.

    If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better.

    Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.

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    For how long have I used the solution?

    We have been using Infraon Desk for six to seven years. I don't use it day-to-day now, but I have a team of 50 to 55 engineers who take care of the operation part.

    What do I think about the stability of the solution?

    The product is quite stable. Initially, there were a lot of hiccups, but in the last couple of years the product has become very stable and is more stable day by day.

    What do I think about the scalability of the solution?

    The scalability is a requirement for our automation efforts. Every year we are adding 6,000 to 7,000 endpoints. It has to be scalable to support our requirements for the next five years. They are supporting us and I don't think scalability will be a challenge for the next couple of years.

    We started with it when we had around 30,000 to 35,000 nodes. Now we have reached 80,000-plus nodes.

    How are customer service and support?

    I don't deal with their technical team. Generally, I deal with their sales and project teams. They have a technical project coordinator who understands what we are looking for and I believe he forwards our requirements to their technical team. Overall, they have delivered whatever we have asked for on the technical side. There may have been one or two times where there was a gap in understanding what we needed.

    I am personally in touch with their CEO and also their head of business. They are very cooperative and the technical team, the solution guys, have very sound knowledge. Overall it's a very good experience.

    Their flexibility and the way they provide services are good. Whenever we need any customization, the turnaround time is very good.

    We keep giving them feedback whenever we see something that could be changed. I had been asking them for the last three or four years about launching a mobile app, and they launched one last year. Everything is available in the mobile app. They always take the feedback positively and they try to incorporate it in their product roadmap and portfolio.

    I feel that our relationship with them is not a regular vendor relationship. We have a kind of a partnership model. They understand our problems and we understand their problems and we try to help each other.

    Which solution did I use previously and why did I switch?

    We do not have in-house software development team because we are a service provider. We did have an in-house ticketing tool but, at that time, we had fewer tickets and fewer customers. However, we were growing. We knew that going forward, over the following five years, we would double or triple our assets. We realized that our in-house tool could not be extended for use beyond a certain point in time.

    We were in need of a stable product that could support our future requirements. That was the strategy when we started looking for a solution in the market, and then we found DMX, which back then was the umbrella company of Everest. Their product was quite interesting and they were flexible about doing the customization part.

    How was the initial setup?

    The setup was not very complex. However, it is not a ready-made product. It's a base product, and on top of that we did customization.

    During the initial few days we needed hand-holding because their solution team needed to understand the requirements for our solution. If you're able to explain things properly, the rollout and the delivery are smooth. But if you're not able to explain them properly, and they end up with a different understanding, the solution doesn't deliver. That's where the complexity is. During the initial phase you need hand-holding. If that hand-holding is done correctly, then it is smooth.

    I don't remember how long it took us to deploy it, as that was about seven years ago.

    I'm not sure it's fair for me to comment on the learning curve because we're not using their standard product as a result of doing a lot of customization. We have made 15 to 20 changes to the solution in the last couple of years. Whenever there is an internal process change, we need to incorporate it into the system.

    What was our ROI?

    We have definitely seen ROI from Infraon Desk and that's why we continue using the product. We are getting value for our money from it.

    What's my experience with pricing, setup cost, and licensing?

    The pricing model is very competitive.

    The cost depends on how you are utilizing the product and varies on how many groups you are creating and how many users there are.  If I have 40 users and somebody else has 10 users, that person's cost will be cheaper. Adding users increases the cost.

    What other advice do I have?

    The key to a seamless implementation and to getting the best out of this product is that you need to understand the product's entire capabilities. There are a lot of features. It's like when you're purchasing a new mobile phone. You look for multiple features but, at the end of the year, you find that you aren't using 50 percent of the features. So understand what you are looking for, and then draw up your solution in consultation with Everest. Explain to them, "This is how my process works," and have them explain how that process can fit their model. And take the basic hand-holding before starting your implementation. Make sure everything is clarified and clear, with a flow chart, and things will be very smooth and will fall into place.

    In the last six or seven years, there have been multiple changes to the solution. Version changes have happened. It's been a long journey. We have suggested the kinds of changes we are looking for on multiple occasions, such as the look and feel upon login and of the portal, as well as the kinds of dashboards needed. I cannot say the current GUI is very good or "wow," but it's good enough. It's better than okay but it's fairly standard. It could be improved slightly.

    We continue to do a lot of customization. They launched a mobile app for the service just and we are in the deployment phase with that. And we have a customization for the billing part, from the ticketing system, so the deployment is on-going. Any small customization takes a few weeks, but if it is a larger thing, it takes a month to two months, but not more than that.

    Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
    PeerSpot user
    IT Service Delivery at a tech services company with 1,001-5,000 employees
    Real User
    Top 20
    Customizable, easy to manage using a single dashboard, but the features in my version are quite basic
    Pros and Cons
    • "Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
    • "Better connectivity and integration with more collaborative platforms would be helpful."

    What is our primary use case?

    This product is used for our entire IT ticketing system.

    We are now going to be using a module for IT asset management and I have started working with incident management. In two weeks from now, when we transition to version 3.0, I will be implementing change and problem management functionality.

    We have three departments that use the same ticketing tool.

    How has it helped my organization?

    One of the reasons that I chose this product is that it's a Pink Elephant-certified tool. It has pretty much every module for ITIL processes.

    I find the graphical user interface to be pretty comfortable because it's been customized as per my needs. It displays the information that I require and how I would like to see it.

    The product is user-friendly, simple to use, and very lightweight. Compared to other tools, it is very fast. With a single click, I can bring up a dashboard with everything displayed the way I want it. Overall, it's pretty easy to use.

    Prior to using Infraon Desk, I was using email to support our customers. I would receive an email request and I would respond the same way. I also dealt with support contractors via email and all of these emails were recorded in both directions. For each issue, we had to keep track of who sent the emails, what the ticket was for, and what support was provided.

    Once this tool was implemented, I moved everything to it. However, the transition was easy for my customers because they are still able to send emails to create tickets. I did not want them to have to move to another method of requesting support if they were already used to something. I still have the same support mailbox and the customers use it, as well as the dev team. What changed is that I convert the emails to tickets when they come in.

    To this point, I have not come across any security issues. Maybe once I start using the IT asset management module, CMDB data management, and the self-service portal, I will see whether I come across any problems. So far, I have had no incidents and things have been secure.

    What is most valuable?

    Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy.

    All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing.

    The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use. 

    What needs improvement?

    The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before. I think that when I move to the improved platform in version 3, I might see more enhancements. My experience with version 1.0 is that it is not very extreme in terms of functionality.

    Better connectivity and integration with more collaborative platforms would be helpful.

    For how long have I used the solution?

    We have been using Infraon Desk for approximately two and a half years.

    What do I think about the stability of the solution?

    For the upcoming migration to version 3.0, there is a two-week period allotted and there is a four-day interruption anticipated. However, this is not confirmed yet.

    What do I think about the scalability of the solution?

    We use Infraon across three departments, and it functions using a similar workflow for all three. That said, the requests may arrive in a different way. For example, a request going to one department may be different if it is an application request versus a customer service request. The latter might require more user-friendliness.

    At this point, we only allow access to Infraon Desk from within the organization. As such, I have not explored options such as SLA tracking for third parties. It is my in-house technicians that use it, primarily. 90% of the users are IT and the other 10% is made up of various roles.

    I don't expect that our usage will increase, at least in terms of needing to purchase additional licenses. Once the self-service portal is released and is used in production, I expect that between 14,000 and 20,000 people will explore it.

    How are customer service and technical support?

    The post-installation support is flexible and very good. They're ready to support me when it comes to upgrades, and when I want further customization done, they help me with it.

    I have not been in contact with support for reasons other than implementation, customization, and upgrades.

    Overall, they are pretty supportive. I get responses from them, irrespective of the time or day of the week. I am happy with the support that I get.

    Which solution did I use previously and why did I switch?

    In my 14 years of experience, I have used every ticketing system that is available on the market. I started with CA Unicenter and have since had experience with products such as Jira, Remedyforce, ServiceNow, Kaseya, and others. 

    ServiceNow was my first choice and Infraon Desk is similar, although it is more customizable. Infraon Desk was the best choice for my budget, considering the features and customization that I wanted. It is also lightweight and with all things considered, it is the best choice for me.

    In my previous company, I was using Infraon as a network monitoring tool, rather than as a ticketing tool. Prior to using Infraon Desk, the support tickets at this company were done manually via email. 

    How was the initial setup?

    We had a couple of discussions with the vendor team and I explained to them what was required in our workflow, as well as what our customers require. They gave me a heads-up as to what could be done, what couldn't be done, and exactly what aspects could be completed only to a certain extent. In general, I didn't find that there were any challenges and what was discussed initially was there in the final product.

    The length of time for deployment, which included requirements gathering, was approximately a month and a half. Our strategy involved launching it and then slowly upgrading and customizing it to match our requirements.

    My first goal was email-to-ticket conversion, where I had the support tickets on the platform, rather than sitting in my mailbox. After this, I worked on customizing the dashboard, and then the solution went live. There were initially one or two dashboards.

    Once it was in production, I thought about the service catalog for the different teams within IT. I customized the workflow and the goal of it was to have a single, plain workflow for each incident. Defining the SLAs was the final step.

    What about the implementation team?

    I was the person responsible for the implementation. It was only myself on this site and there were perhaps two or three people from the vendor on the backend.

    We did not use a third party to assist with deployment. However, I did originally make contact with Infraon through a consulting group named AspireNXT.

    The people at AspireNXT are very good and I have been working with them since I started the company. When there is a gap in understanding with Infraon, for example, they fill it for me.

    What was our ROI?

    We have seen a return on investment although we have not compiled an official report to assess it.

    What's my experience with pricing, setup cost, and licensing?

    The price of this solution is reasonable and it was well within my budget. There was a front-end implementation charge in addition to our standard enterprise licensing fee.

    What other advice do I have?

    I am currently working on Version 1.0 but in two weeks, the company will be upgraded to version 3.0. It has much more advanced features available and the upgrade is already in progress.

    One of the features that I am looking forward to in the latest version is the chatbot. Having a bot say "Hi", and then take the inputs and automatically raising a ticket is something that will be very helpful. 

    My advice for anybody who is considering this product is to explore it. Many people have not tried it and instead, implemented something that they have used before, or have heard about, such as ServiceNow. I also did this but after exploring Infraon Desk, I was confident that it could do everything that I wanted. I definitely recommend it.

    To summarize, I'm entirely happy with the product. That said, I can't rate it perfect because of the features that are currently unavailable in the version that I am using.

    I would rate this solution a seven out of ten.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user