ManageEngine SupportCenter Plus Reviews

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive. Our company has had it for a while. It does what we need it to do, despite some limitations. It provides a database for all tickets.

We use ManageEngine for our help desk. I believe ManageEngine has the ability to do mobile management, but it is underdeveloped in that area. There is no GUI. We were a bit interested in the potential to go down that path later on. It was cheaper than other solutions and we would already be using ManageEngine for the help desk. It did not end up panning out for use as a mobile management solution.   

Configuring the product is a lot of work and we spent a lot of money on training our own people to get it done. Sometimes we would even hire contractors to make it work the way we wanted. We ended up deciding to move away from using the product for mobile management and just went with the Microsoft solution.  

We use several different instances of SupportCenter Plus. We are taking steps to automate everything. We were very people-heavy in some of our business processes. Instead of email — which a lot of departments had been using in the past — we moved to ManageEngine to have a ticket system and so that everything is in one place. Before working with this solution, our poor admins had to go through months and months of emails trying to put together a sit-rep (situation-report) on a particular action item. Now they simply search for the ticket number and they are good to go.  

So the use case is as a ticketing system. The capabilities are there for using it as a device manager, but the dev and training/education for our own people to get it to be a true enterprise solution would have been exponential.  

So far, we have only really been using it for a help desk. There are some other things that it can be used for but at this point, we have not deployed additional functionality.  

The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like. They take care of each and every customer.

ManageEngine is pretty good with support. They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.

We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management.

We have found the reporting in this product to be very useful. Also, the configuration is very easy.

Our clients use this solution to implement their helpdesk and customer service.

The most valuable features are the ITIL compliance and billing.

You can record the hourly rate and how much time is spent on each ticket, along with the technician that worked on it.

All of the ManageEngine products have mobile applications.