ManageEngine ServiceDesk Plus Pros review quotes

Mohamed  Najeem - PeerSpot reviewer
Jul 18, 2023
I rate the solution a ten out of ten for scalability.
Sampath Gunawardena - PeerSpot reviewer
Jan 16, 2023
Incident Management is a good feature.
BP
Mar 28, 2019
The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
AR
May 19, 2022
The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage.
EM
Dec 27, 2021
Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
Isaac Al Wahaibi - PeerSpot reviewer
Nov 18, 2022
The most valuable feature is the ticketing system which is working well.
DK
Aug 21, 2019
When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.
OA
Jul 19, 2020
ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.
Hussein Taha - PeerSpot reviewer
Nov 29, 2022
It's stable.
AK
Oct 11, 2020
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
 

ManageEngine ServiceDesk Plus Cons review quotes

Mohamed  Najeem - PeerSpot reviewer
Jul 18, 2023
It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application.
Sampath Gunawardena - PeerSpot reviewer
Jan 16, 2023
Offers very limited customizations.
BP
Mar 28, 2019
I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
AR
May 19, 2022
There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them.
EM
Dec 27, 2021
The self-service feature for end users and the knowledge base need to be improved.
Isaac Al Wahaibi - PeerSpot reviewer
Nov 18, 2022
The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go.
DK
Aug 21, 2019
We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.
OA
Jul 19, 2020
Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.
Hussein Taha - PeerSpot reviewer
Nov 29, 2022
The UI for the app needs improvement.
AK
Oct 11, 2020
It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.