Opiniones de ManageEngine ServiceDesk Plus

Sobre ManageEngine ServiceDesk Plus

El software de mesa de ayuda de asistencia y la herramienta de gestión de activos incluyen base de conocimiento, gestión de SLA, seguimiento de billetes y gestión de inventarios.

Descubre más sobre ManageEngine ServiceDesk Plus

Puntos a favor:

It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities.

Puntos en contra:

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

Valoraciones de ManageEngine ServiceDesk Plus

Evaluación media

Facilidad de uso
4,2
Atención al cliente
4,2
Funcionalidades
4,4
Relación calidad-precio
4,2

Probabilidad de recomendación

8,2/10

ManageEngine ServiceDesk Plus tiene una valoración global de 4,4 estrellas sobre 5 según las 193 opiniones de usuarios de Capterra.

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Filtrar opiniones (193)

Usuario verificado
Usuario de Linkedin verificado
Banca, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

ManageEngine ServiceDesk Plus

5,0 hace 7 meses

Comentarios: con esta herramienta, podemos tener el control total de los incidente en nuestra empresa en el area tecnológica , a si como asignar tique correspondiente a cada persona, con su respectivo tiempo de repuesta y prioridad. poder generar informe trimestral para ser medido en base los incidentes resueltos.

Puntos a favor:

lo que mas me gusta es el facil manejo a la hora de administrar las categorias, los roles de usuario y prioridades de tiques.

Puntos en contra:

hasta ahora no e tenido ningun inconveniente con la plataforma.

Usuario verificado
Usuario de Linkedin verificado
Construcción, 10.000+ empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Excelente herramienta

5,0 hace 3 meses

Puntos a favor:

Es muy fácil de utilizar y similar a otros programas parecidos que había usado antes en otras empresas.

Puntos en contra:

Hemos tenido algunos problemas con las actualizaciones, pero nada que hayamos podido solucionar con el servicio de atención al cliente.

Nicat
Nicat
Network and network security engineer en Azerbaiyán
Usuario de Linkedin verificado
Administración gubernamental, 201-500 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

My experience has been amazing and productive

5,0 el mes pasado Nuevo

Comentarios: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Puntos a favor:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Puntos en contra:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Harry
Harry
Systems & Digital Marketing Administrator en RU
Usuario de Linkedin verificado
Construcción, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Great software, could use more features

4,0 hace 7 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Desarrollo de programas, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Support is terrible

3,0 hace 3 años

Puntos a favor:

Nice interface.

Puntos en contra:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Boyang
Junior Data Integration Developer en México
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

5,0 hace 3 meses

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Comercio minorista, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Great product for its money

5,0 hace 4 meses

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

Puntos a favor:

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

Puntos en contra:

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.

Sam
Sam
Systems Administrator en EE. UU.
Usuario de Linkedin verificado
Servicios financieros, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great ticketing system for helpdesk

4,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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

pritesh
Systeam admin en India
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Organization improvement product : ManageEngine ServiceDesk Plus

5,0 hace 3 meses

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

Puntos a favor:

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.

Puntos en contra:

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

Ricardo
Ricardo
Business Intelligence Team Lead en Sudáfrica
Usuario de Linkedin verificado
Servicios jurídicos, 501-1.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Manage Engine Service Desk Review

4,0 el año pasado

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

Puntos a favor:

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

Puntos en contra:

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

Usuario verificado
Usuario de Linkedin verificado
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Good ITSM platform for its money

4,0 hace 2 semanas Nuevo

Comentarios: A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

Puntos a favor:

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Puntos en contra:

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Nithin
Cooperate IT manager en Emiratos Árabes Unidos
Hostelería, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excellent ITIL Ticket management tool free for 5 Technicians

5,0 hace 2 meses

Puntos a favor:

Excellent ITIL Ticket management tool free for 5 Technicians

Puntos en contra:

Need to pay extra for additional technicians other than 5

Raj
IT Apps en Canadá
Seguridad pública, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

One stop shop for ITIL based efficient Servicedesk

5,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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

Andrew
Radpro en RU
Hospital y atención sanitaria, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Life changing

4,0 hace 2 años

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Tecnología y servicios de la información, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Servicedesk product at an affordable price

4,0 hace 3 años

Puntos a favor:

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.

Puntos en contra:

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

Usuario verificado
Usuario de Linkedin verificado
Servicios financieros, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

You are the beta tester

3,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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.

AbdulAleem
Techincal Support en Arabia Saudí
Hostelería, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Review Manage Engine SDP

5,0 hace 2 años

Puntos a favor:

Easy to Use Easy to Setup customer-centric UI

Puntos en contra:

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

Usuario verificado
Usuario de Linkedin verificado
, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5,0 hace 5 años

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

Puntos a favor:

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.

Puntos en contra:

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

Rick
AVP of IT en EE. UU.
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

ServiceDesk Plus

4,0 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Construcción, 1.001-5.000 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Versatile tool with a lot of features

4,0 hace 5 años

Puntos a favor:

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.

Puntos en contra:

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.

Eric
Project Manager en México
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

The AIO Servicedesk Solution

5,0 hace 2 años

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

Puntos a favor:

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.

Puntos en contra:

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

Miguel
Information Technology Project Manager & Quality Assurance en Venezuela
Usuario de Linkedin verificado
, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

I have been using it for the past 8 years

5,0 hace 5 años

Comentarios: Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!

Puntos a favor:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

Puntos en contra:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Philippe
IT Specialist en Bélgica
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

4,0 hace 5 años

Comentarios: As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Puntos a favor:

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Puntos en contra:

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

dc
EE. UU.
Gestión de organizaciones sin ánimo de lucro, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Tech support actually best part of the product

3,0 hace 7 años

Comentarios: The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Brett
ESM Manager en EE. UU.
Práctica médica, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña
Fuente: SoftwareAdvice

Great Tracking Tool and Self-Service

4,0 hace 5 años

Puntos a favor:

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Puntos en contra:

The software is not the most intuitive and requires some training to really be able to navigate well.