ManageEngine SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.
| Product | Mindshare (%) |
|---|---|
| ManageEngine SupportCenter Plus | 1.2% |
| ServiceNow | 11.2% |
| JIRA Service Management | 6.0% |
| Other | 81.6% |
ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.
What are the most valued features?In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
| Author info | Rating | Review Summary |
|---|---|---|
| VP of IT at a aerospace/defense firm with 51-200 employees | 2.0 | I use ManageEngine SupportCenter Plus as a ticketing tool, but it lacks automation and integration capabilities. While cost-effective and functional, it requires manual processes. Other tools like Atlassian and ServiceNow offer better automation for workflow management. |
| IT Support Engineer at a tech services company with 201-500 employees | 3.5 | I found ManageEngine good for a stable, scalable help desk once configured, processing many tickets. However, its low cost is misleading; it lacks a GUI, requires significant expert development, and has terrible support, leading to high hidden costs. |
| Managing Director at CYSOFT | 4.0 | I value the product teams' responsiveness and continuous improvement, making this a highly customizable and scalable solution. Support is great, but I'd like more templates for immediate use. I rate it an 8 out of 10. |
| Head of Information Technology and Systems at a consumer goods company with 1,001-5,000 employees | 4.0 | I have used ManageEngine SupportCenter Plus for five years. Its reporting, stability, and support are very good. I recommend it, though I wish it had project management. Setup was average. |
| Pre-Sales Engineer at a tech services company with 11-50 employees | 4.0 | I find ManageEngine SupportCenter Plus a stable helpdesk solution with valuable ITIL compliance and billing features. My main concern is the lack of a cloud version and scalability limits, earning it an 8/10. |
