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
Classificar por

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

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.

Setu Bandhan
Classificação geral
  • Setor: Bancos
  • Porte da empresa: 1.001–5.000 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

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

Nice product

Avaliado em 20/03/2024

Vantagens

Customization possible as per the company policy

Desvantagens

i would say the price and tech support needs to be improved

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.
Mike
Classificação geral
  • Setor: Varejistas
  • Porte da empresa: 201–500 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

Best Servicedesk Product EVER!

Avaliado em 16/04/2020

I set this up as ticketsystem for our company and users have an easy platform to create tickets...

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!!

Vantagens

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.

Desvantagens

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

Alternativas consideradas

TOPdesk

Razões para mudar para o ManageEngine ServiceDesk Plus

Topdesk is much more complex, updating is hard, more expensive and not as user friendly!
Andrés
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 11–50 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

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

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

Avaliado em 18/11/2021

The solution is very easy to deploy, operate and manage, and it is also ready to install and use....

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.

Vantagens

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

Desvantagens

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

Alternativas consideradas

TeamViewer Remote, Freshdesk e SolarWinds Service Desk

Razões para mudar para o ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL
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.

Avaliador Verificado
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • 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 9.0 /10

Best Service desk Software

Avaliado em 13/02/2019

We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also...

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.

Vantagens

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

Desvantagens

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

Leia
Leia
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

ManageEngine has Streamlined our Helpdesk!

Avaliado em 02/07/2018

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple...

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.

Vantagens

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!

Desvantagens

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!

Avaliador Verificado
Classificação geral
  • 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 9.0 /10

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

Avaliado em 13/06/2018

its a very useful tool for ticketing, I have been using it for more than 4 years and its really...

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

Vantagens

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.

Desvantagens

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

Avaliador Verificado
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

  • Praticidade
  • Probabilidade de recomendação 7.0 /10

Servicedesk product at an affordable price

Avaliado em 24/05/2020

Vantagens

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.

Desvantagens

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

Dean
Classificação geral
  • Setor: Editoras
  • 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

ManageEngine Servicedesk Plus

Avaliado em 15/04/2021

Great for ticketing and asset management.

Great for ticketing and asset management.

Vantagens

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.

Desvantagens

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.

Ryan
Classificação geral
  • Setor: Telecomunicações
  • Porte da empresa: 51–200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 9.0 /10

ManageEngine ServiceDesk Plus (MSP)

Avaliado em 19/11/2018

Vantagens

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.

Desvantagens

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.

Tinashe
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

The future of service Desk

Avaliado em 24/07/2020

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

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

Vantagens

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

Desvantagens

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

Alternativas consideradas

Freshdesk

Razões para mudar para o ManageEngine ServiceDesk Plus

Great Integration capabilities