ServiceDesk Plusの評判・口コミ 全14件

What do you dislike?

Don't like that it's not super flexible. Features we have requested to be fixed over the years have been ignored.

What do you like best?

The addition of being able to put in software contracts with expiring notifications is really nice.

Recommendations to others considering the product

Relatively inexpensive. Does not integrate well with other systems (i.e. Jira). Can be cumbersome to install mail certificates and other integrations.

What do you dislike?

No ability to bulk close multiple tickets relating to a single solution. No true solution database cant really set up keywords making it difficult to use as a knowledge base. Cant easily sort views or change view by changing column size makes it difficult to view all info as it gets cut off. Need the ability to sort of multiple fields or even group out based on fields.

What do you like best?

ease of use great support ability to tie in other Manage Engine products to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user

Recommendations to others considering the product

Defiantly try this out it has multiple options and addons to make this a great piece of software for your company

What do you dislike?

I disliked the scanning agent, that was the reason for not using the application full time. It seem to take some time to get all the computers. Also it maybe that we have a network with many subnets.

What do you like best?

ManageEngine has a lot to offer, the reason I tested product from this company was because i needed an asset management application. The asset management feature was great. I was able to manage all the software installed within my network.

What do you dislike?

Overall we really like the product. Since the beginning, this product has lacked customizable reporting which led to a lot of manual report creation for the month-end reports we had to send to our clients. Recently an update has come out that has added some much-needed customization ability to the reports creation module and this has really helped us. We would like to see additional reporting capability continue to evolve over future releases.

What do you like best?

ServiceDesk Plus provides a feature rich set of modules that is very configurable. We really liked being able to configure a good part of the system and customize it to our particular needs. We also like that the system can run rather well on a VM with minimum resources (4x16).

Recommendations to others considering the product

Great product with good functionality and a low barrier to entry from an overall cost perspective.

What do you dislike?

A robust SaaS version of the product. The current SaaS offering is way behind in feature set to the on premise version

What do you like best?

The ability to effectively manage help desk tickets, monitor, respond and close tickets

Recommendations to others considering the product

This application has a dependency on SQL for the on premises version. There are times when familarity with SQL or having a SQL database admin is really helpful

What do you dislike?

This platform gets the job done but I would question the effectiveness of it. It doesn't seem to be easily customizeable.

What do you like best?

Easy to navigate for requests and fairly self-explanatory.

What do you dislike?

The survey tool is a little inflexible (can't change the order of the responses). The project tool could be a little more powerful if it allowed imports from Excel or other flat file.

What do you like best?

ManageEngine provides frequent updates and enhancements to ServiceDesk Plus. They also publish a "roadmap" so you can see what enhancements they are working on. It is fast, intuitive, and provides a broad collection of tools to manage all aspects of the help desk. This includes template-driven ticket creation, asset management, change management, solution database, PO tracking, built-in help desk satisfaction survey, as well as support for project tracking.

Recommendations to others considering the product

It's a solid tool that is actively supported. Negotiate as there may be some flexibility in the pricing model.

What do you dislike?

Some of the reports are limited. Have to refresh screen a lot.

What do you like best?

How easy it is to customize. Easy to learn and use.

Recommendations to others considering the product

Easy to use and setup. Really easy to customize, easy on the overhead.

What do you dislike?

Occasionally buggy causes misc errors, the reporting suite should be far more powerful. Easy to break with admin settings. Requires time investment through trial and error to really make the most of the system. The UX is slightly outdated and ugly, with only some areas showing improvement.

What do you like best?

Easy setup means that it can be up and running within days. Completely flexible within the ITIL framework. Multiple teams and sites supported. Custom templated workflows, services and incidents allow a lot of time savings. Quick replies. Time management allow easy time logging.

Recommendations to others considering the product

Working with managengine to understand what modules you will use and why. Spend the time to customise the templates across all areas of the system to ensure time savings are kept to a maximum. Use of the solution module within teams to help with requesters self resolving and team knowledge share. Understand how many technicians you will need and why; what functions each will be using of the system and implement the reports from the get go. Make full use of the time logging features and ensure you're getting the most out of the system.