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Logiciel d'assistance de service client et outil de gestion des ressources comprenant une base de connaissances, la gestion des SLA, le suivi des tickets et la gestion des stocks.

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Leia P.
Leia P.
NETWORK TECHNICIAN (É.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ManageEngine has Streamlined our Helpdesk!

5 il y a 3 ans

Commentaires : We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Avantages :

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Inconvénients :

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Sam L.
Sam L.
Systems Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great ticketing system for helpdesk

4 il y a 2 ans

Commentaires : This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Avantages :

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Inconvénients :

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

Andrés A.
Project Manager (Mexique)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Excellent tool to start operating a service desk to align with ITIL

4 il y a 2 semaines Nouveau

Commentaires : The solution is very easy to deploy, operate and manage, and it is also ready to install and use. It is required to have basic knowledge in the administration of help desks to be able to administer correctly.

Avantages :

It is very easy to implement, very friendly and out of the box "install and use"

Inconvénients :

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

Mark S.
É.-U.
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Basic Helpdesk Application

2 il y a 5 ans

Commentaires : Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Avantages :

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Inconvénients :

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Abdulaleem M.
Techincal Support (Arabie saoudite)
Hôtellerie, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Review Manage Engine SDP

5 il y a 2 mois

Avantages :

Easy to Use Easy to Setup customer-centric UI

Inconvénients :

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

Utilisateur vérifié
Senior Systems Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Machines, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A bit separated but getting better

4 il y a 10 mois

Commentaires : Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.

Avantages :

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Inconvénients :

Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.

Mike V.
Teamlead IT (Pays-Bas)
Vente au détail, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Best Servicedesk Product EVER!

5 il y a 2 ans

Commentaires : I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!!

Avantages :

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Inconvénients :

Nothing! Only pros pros pros! Even when there is a issue, the support team is on top of it. WOW!

Utilisateur vérifié
Systems Administor (É.-U.)
Utilisateur LinkedIn vérifié
Machines, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A basic Helpdesk software

4 il y a 11 mois

Commentaires : I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets.

Avantages :

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

Inconvénients :

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

Eric O.
Project Manager (Mexique)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The AIO Servicedesk Solution

5 il y a 10 mois

Commentaires : as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Avantages :

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Inconvénients :

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

Dean R.
Group Infrastructure Specialist (R.-U.)
Édition, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ManageEngine Servicedesk Plus

5 il y a 8 mois

Commentaires : Great for ticketing and asset management.

Avantages :

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Inconvénients :

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Raj C.
IT Apps (Canada)
Sécurité publique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

One stop shop for ITIL based efficient Servicedesk

5 il y a 2 ans

Commentaires : Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

Avantages :

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Inconvénients :

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Basil M.
Utilisateur LinkedIn vérifié
Logiciels, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : GetApp

Exactly as they advertise. Big 4's are a pain.

5 il y a 6 ans

Commentaires : We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Avantages :

1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Inconvénients :

Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Tinashe M.
Head ICT (Zimbabwe)
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The future of service Desk

5 l’année dernière

Commentaires : Great solution to seamlessly manage tickets with reporting that is comprehensive.

Avantages :

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Inconvénients :

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Andrew W.
Radpro (R.-U.)
Hôpitaux et soins de santé, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Life changing

4 il y a 12 mois

Commentaires : My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

Avantages :

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Inconvénients :

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Utilisateur vérifié
Systems Support Engineer - Managed Services (Sri Lanka)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Best Service desk Software

5 il y a 3 ans

Commentaires : We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Avantages :

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff

Inconvénients :

+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth for money)

Aman D.
IT Business Analyst (É.-U.)
Gestion d'organisme à but non lucratif, 1 001-5 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Easy implementation with highly intuitive configuration set up

5 il y a 2 ans

Commentaires : Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

Avantages :

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Inconvénients :

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Utilisateur vérifié
Senior Consultant (Arabie saoudite)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Servicedesk product at an affordable price

4 il y a 2 ans

Avantages :

The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.

Inconvénients :

The interface could have been much much better. Adding of extendedattributes could have been made easier.

Ryan C.
Network Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Télécommunications, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

ManageEngine ServiceDesk Plus (MSP)

4 il y a 3 ans

Avantages :

Starts at Free......Need I say more? --- I suppose i do, lol. It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Inconvénients :

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly. One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that. The support and documentation can also be a bit lacking on details.

Utilisateur vérifié
Service Desk Manger (É.-U.)
Utilisateur LinkedIn vérifié
Entreposage, 5 001-10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Impressive Value

4 il y a 7 mois

Commentaires : Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

Avantages :

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Inconvénients :

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

Ryan P.
Network Engineer (É.-U.)
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

The product has enabled us to more quickly and seamlessly provide support for our staff.

5 il y a 3 ans

Avantages :

Workflows for tickets such as automatic approvals for new hires by a hiring manager Multiple forms of entering a ticket (web, email, keywords in email) Replying to user within ticket for a seamless end user experience Separation of tasks within a ticket for different groups Management of our contracts with automated reminders Ability to import asset information and create relationships for identifying staff ownership of assets Easily create solutions that both end users and technicians can refer to Software is constantly being updated to meet needs of user base

Inconvénients :

- Support can take a bit to get back to you on issues - It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

Peter B.
Director (Allemagne)
Immobilier, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Sevdesk - easy to use bookkeeping software

4 il y a 2 ans

Commentaires : It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses

Avantages :

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

Inconvénients :

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Utilisateur vérifié
IT Engineer CSS (Salvador)
Utilisateur LinkedIn vérifié
201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

It´s a great product helps me keep all my issues with customers organized

5 il y a 3 ans

Commentaires : its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

Avantages :

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Inconvénients :

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Mike S.
Programmer/Analyst (É.-U.)
Papier et produits forestiers, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

ServiceDesk Plus - Manage your Helpdesk with Ease

4 l’année dernière

Commentaires : it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Avantages :

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Inconvénients :

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

Edgar S.
Service Desk Technician (É.-U.)
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Awesome Ticketing System

4 il y a 3 ans

Commentaires : Overall this software is a great ticketing system, i would recommend this to my colleagues.

Avantages :

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Inconvénients :

The software is really robust and offers a lot, i don't have anything to complain about.

Rick S.
AVP of IT (É.-U.)
Services financiers, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

ServiceDesk Plus

4 il y a 3 ans

Commentaires : I've read a lot of reviews where customers complain about ManageEngine's customer service and it really isn't as bad as everyone makes it out to be. Yes, sometimes we need to wait for a solution but we aren't the only customer they have either. They usually get back to us sooner than later and the technicians are friendly and helpful.

Avantages :

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Inconvénients :

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.