Avaliações do ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

4,4 (218)
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Software de helpdesk de TI em nuvem

Classificação geral

4,4 /5
(218)
Relação qualidade/preço
4,3/5
Recursos
4,4/5
Praticidade
4,2/5
Suporte ao cliente
4,2/5

89%
dos usuários recomendam este app
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218 avaliações

Harry
Harry
Classificação geral
  • Setor: Construção
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

Great software, could use more features

Avaliado em 18/11/2022

It's a great piece of software/service to have, it could do with being more fluid from an administra...

It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

Vantagens

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Desvantagens

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Alternativas consideradas

ServiceNow

Razões para escolher o ManageEngine ServiceDesk Plus

It didn't have all the functionality or updated UI we were after.

Software anterior

Spiceworks Cloud Help Desk

Razões para mudar para o ManageEngine ServiceDesk Plus

Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason.
Avaliador Verificado
Classificação geral
  • Setor: Varejistas
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

Great product for its money

Avaliado em 20/02/2023

Overall this product is really well made and compared to its competitors is really well priced.

Overall this product is really well made and compared to its competitors is really well priced.

Vantagens

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Desvantagens

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Razões para escolher o ManageEngine ServiceDesk Plus

this product was a better fit for the organization.

Software anterior

Zendesk Suite
Alan
Alan
Classificação geral
  • Setor: Educação superior
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 5.0 /10

Way better Service Desk applications out there

Avaliado em 10/10/2018

Vantagens

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Desvantagens

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Sergio
Sergio
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: Profissional autônomo
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Probabilidade de recomendação 9.0 /10

A complete, easy to deploy and use, customizable service management solution

Avaliado em 30/01/2022

We implemented it in a hared service center serving more than 40 legal entities, with approximately...

We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

Vantagens

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup.
Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

Desvantagens

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

Alternativas consideradas

Spiceworks Cloud Help Desk, SysAid e ServiceNow

Razões para mudar para o ManageEngine ServiceDesk Plus

Completeness of functions, ITIL orientation, ease of use
Sam
Sam
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great ticketing system for helpdesk

Avaliado em 20/07/2019

This is a great helpdesk application for most small-to-medium companies who don't need all the...

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.

Vantagens

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.

Desvantagens

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

Avaliador Verificado
Classificação geral
  • Setor: Maquinário
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

A bit separated but getting better

Avaliado em 10/02/2021

Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant...

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.

Vantagens

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

Desvantagens

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.

Ricardo
Ricardo
Classificação geral
  • Setor: Serviços jurídicos
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 5.0 /10

Manage Engine Service Desk Review

Avaliado em 05/03/2022

We used it as a ticket system for IT but overall did not like the experience.

We used it as a ticket system for IT but overall did not like the experience.

Vantagens

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Desvantagens

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

Avaliador Verificado
Classificação geral
  • Setor: Maquinário
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

A basic Helpdesk software

Avaliado em 08/01/2021

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

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

Vantagens

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.

Desvantagens

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.

Alternativas consideradas

Zendesk Suite

Razões para mudar para o ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.
José
José
Classificação geral
  • Setor: Petróleo e energia
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Good IT Ticking system

Avaliado em 10/11/2022

The easy and fast way to have the configuration done and running. The web interface and mobile work...

The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

Vantagens

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Desvantagens

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Ankit
Classificação geral
  • Setor: Bancos
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Keep Track of Issues

Avaliado em 09/11/2023

Vantagens

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Desvantagens

The UI of the application can be improved so it can become more user friendly

pritesh
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Organization improvement product : ManageEngine ServiceDesk Plus

Avaliado em 07/03/2023

We are really happy with Manageengine servervice desk plus because we get best support and...

We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

Vantagens

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Desvantagens

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Boyang
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Avaliado em 03/03/2023

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been...

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Vantagens

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Desvantagens

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Gerardo
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

A very customizable ITSM tool

Avaliado em 18/05/2022

ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/inci...

ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

Vantagens

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Desvantagens

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

Alternativas consideradas

Zendesk Suite

Razões para escolher o ManageEngine ServiceDesk Plus

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Razões para mudar para o ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.
Mustafa
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 10.0 /10

Managing tasks never been fun!

Avaliado em 02/12/2023

Vantagens

Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers.

Desvantagens

Some lagging and slowness with ui that can be fixed with patching.

Christina
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

ManageEngine ServiceDesk Plus

Avaliado em 28/02/2023

Vantagens

Great ITSM tool, lightweight and efficient platform. Integrate Service Desk Cloud into your own environment without hassle. Really easy to configure, deploy and therefore quick to start using. Covers everything we needed incidents, requirements, administration, SW licenses and other functionality.

Desvantagens

We would appreciate perhaps just a customization of the categories in the inventory, that would be a nice feature. Otherwise I have nothing to complain about, I was satisfied with the use, good price/performance ratio.

Avaliador Verificado
Classificação geral
  • Setor: Armazéns
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Impressive Value

Avaliado em 15/05/2021

Overall this is a product I would highly recommend for companies that are starting on their journey...

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

Vantagens

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.

Desvantagens

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.

Herman
Classificação geral
  • Setor: Rádio e televisão
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

ManageEngine ServiceDesk Plus Review

Avaliado em 14/10/2022

We cant run ICT support without this tool, its the core of our support system

We cant run ICT support without this tool, its the core of our support system

Vantagens

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Desvantagens

Its more effective working alongside other zoho products which have to be purchased separately

Łukasz
Classificação geral
  • Setor: Eletrônicos
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Central and highly customizable ticketing system for the entire organization

Avaliado em 07/11/2022

Central and highly customizable ticketing system integrated with the monitoring OpManager system

Central and highly customizable ticketing system integrated with the monitoring OpManager system

Vantagens

Very simple and intuitive graphical user interface, highly customizable

Desvantagens

Notorious problems with application updates

Alternativas consideradas

JIRA Service Management

Razões para escolher o ManageEngine ServiceDesk Plus

There are no more advanced options in OTRS

Razões para mudar para o ManageEngine ServiceDesk Plus

Integration with the monitoring system
Raj
Classificação geral
  • Setor: Segurança pública
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

One stop shop for ITIL based efficient Servicedesk

Avaliado em 13/03/2020

Excellent support tech makes all the difference. Having a dedicated support tech that knows your...

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.

Vantagens

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.

Desvantagens

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

AbdulAleem
Classificação geral
  • Setor: Hotelaria
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Review Manage Engine SDP

Avaliado em 28/09/2021

Vantagens

Easy to Use
Easy to Setup
customer-centric UI

Desvantagens

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

Alternativas consideradas

Jira

Razões para mudar para o ManageEngine ServiceDesk Plus

Arabic language support
Avaliador Verificado
Classificação geral
  • Setor: Construção
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Versatile tool with a lot of features

Avaliado em 27/06/2018

Vantagens

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Desvantagens

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Nicholas
Nicholas
Classificação geral
  • Setor: Recursos Humanos
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 5.0 /10

Service Desk is good

Avaliado em 28/06/2018

Vantagens

Its good, easy to use, fast, functional.

Desvantagens

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

Carlos
Carlos
Classificação geral
  • Setor: Alimentação e bebidas
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Probabilidade de recomendação 10.0 /10

Over 125 users and counting!

Avaliado em 19/02/2019

We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus...

We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.

Vantagens

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

Desvantagens

We cant add Video tutorials to our knowledge base

Avaliador Verificado
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 2.0 /10

You are the beta tester

Avaliado em 07/12/2018

This ticketing solution is not suitable for enterprise grade operations that require quality...

This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Vantagens

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Desvantagens

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

David
David
Classificação geral
  • Setor: Bancos
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

One of the top helpdesk ticketing platforms.

Avaliado em 05/04/2019

Vantagens

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

Desvantagens

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.