ManageEngine ServiceDesk Plus Reviews

It's our ticketing tool.

It's very easy to customize the tool to your business needs. 

There are many things. If you are a starter or small or medium-sized business, this tool is very good, but there are a few things that everybody would look forward to such as multi-tenancy and restricting some access but enabling it for a few people. Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets.

In their CMDB or asset module, they don't have an option to mandate unique serial numbers. They don't have a check for unique serial numbers. So, right now, users can enter duplicated information, and I want to prevent this.

We have been using it in our organization for the last two years.

It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up. You need to keep patching it. I wouldn't say that it's very stable. I would rate it a three out of five in terms of stability.

If I need to scale up, I need to look at other products. This tool is good for small and medium-sized organizations. If I'm growing the customer bases that I have and if I want to link them to the contracts that we have with other service providers to measure SLAs and other things, this is not the tool for it.

We have rolled it out to about 300 people in our organization. About 100 people use it on a daily basis.

Their support is good. 

Positive

It's straightforward. I would rate it a four out of five in terms of ease of setup.

Overall, I would rate it a six out of ten.

This is a very elite and mature ManageEngine product. We are based in Pakistan and I'm the enterprise senior account manager.

The GUI is very good. The edge we get from using ManageEngine is the price and scalability.

ManageEngine currently offers a very basic MDM which I think should be expanded.

I've been using this solution for six years. 

The solution is stable. 

The scalability is good and it upgrades easily. 

The customer support has a slow response time. 

The initial setup is straightforward. 

This is available on mobile and it is on the server, which helps us in management.

The management of this application is good.

I would like to improve the task management module and analytics.

I have been working with this solution for four years.

It is a stable solution. I rate the stability a nine out of ten. 

It is a scalable solution. I rate the scalability a seven out of ten. 

The technical support is good and helpful.

Positive

The initial setup is straightforward. It takes two to three hours to install the server.

It is not an expensive solution.

I would recommend it to others, and rate it a seven out of ten overall.