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ManageEngine ServiceDesk Plus vs Track-It! Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Track-It! is a <b>help desk software</b> and <b>asset management</b> application designed to help small to medium sized companies automate and streamline their Help Desk and Asset Management operations. . Track-It! integrates with key areas of your business model so you can manage multiple business operations and support processes all at once from the one centralized system.

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

995

One-time payment

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

212

5

4

3

2

1

117

71

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.0

75

5

4

3

2

1

29

27

14

2

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Pros

Track-It automates tracking your assets, and help desk tickets easily. It is nice to be able to see what computers we have and what software is installed on them and who is using them.
Fantastic for logging and tracking Help Desk calls. Does a great job for inventory/asset management.
It has improved and streamlined our ability to keep track of items both connected & disconnected from our network allowing us to have a better understanding of what we need purchase.

Cons

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.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

Cons

I've used lots of ticketing software in my time working in IT and this is the worst of the worst. I have been working to move away from track it for sometime.
Have issues with audits failing or not working. Database issues from time to time.
It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review5 months ago

Key features

  • Total features148
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • Billing & Provisioning
  • CMDB
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Library
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Fixed Asset Management
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Online Forums
  • Performance Metrics
  • Pre-built Templates
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • QR Codes
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Rich Text Editor
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Software License Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Virtual Assistant
  • Web Notifications
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Management
  • Total features14
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • Billing & Provisioning
  • CMDB
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Library
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Fixed Asset Management
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Multi-Location
  • Online Forums
  • Performance Metrics
  • Pre-built Templates
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • QR Codes
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Rich Text Editor
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Software License Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Virtual Assistant
  • Web Notifications
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrationsN/A
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AvatarImg

Verified reviewer

Computer Software,

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost.

Reviewed 6 years ago

All around tracking for my helpdesk ticketing

Pros

Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

Cons

High cost when inspecting other solutions that might bring to the table less features but cost less expensive.

MS
AvatarImg

Mike S.

Paper & Forest Products, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ServiceDesk Plus - Manage your Helpdesk with Ease

Reviewed 4 years ago

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

Pros

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.

Cons

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.

AvatarImg

Verified reviewer

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

The software works really good once you configure it according to your needs.

Reviewed 6 years ago

Incident and problem management is easier now compared to the previous IT management software I used. It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

Pros

For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly. It provides a great level of detail and it makes very easy for both clients and technicians to track the progress of the equests.

Cons

This IT management software provides many tools and options you won't find in similar software but the configuration process could be a little less complex and more user friendly. All things considered, I think ServiceDesk Plus is one of the best IT management software on the market right now.

AvatarImg
AvatarImg

Ricardo D.

Legal Services, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Manage Engine Service Desk Review

Reviewed 3 years ago

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

Pros

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

Cons

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

HA
AvatarImg

Herman A.

Broadcast Media, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus Review

Reviewed 2 years ago

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

Pros

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

Cons

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

PM
AvatarImg

Patrick M.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Great product to help keep track of IT tasks.

Reviewed 6 years ago
Pros

With a fairly small IT department and an ever growing user base this software helps us keep track of our IT tasks including Helpdesk support requests and IT purchases.

Cons

It can be a little convoluted to setup, but with software this complex and feature rich that is really to be expected.

AvatarImg

Verified reviewer

Hospital & Health Care, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

It is sufficient for tracking tasks and tickets.

Reviewed 6 years ago
Pros

It is relatively straightforward to use. There are a lot of features but those are not as simple to figure out. I am using it to track IT requests for our healthcare company.

Cons

I would like more options for status classification. And better communication with the ticket sender.

AvatarImg

Verified reviewer

Information Technology and Services, 1-10 employees

Used other for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

My Problems Solved Quicker

Reviewed 3 years ago

ServiceDesk Plus is a great tool to use internally for support calls

Pros

I like that I can track progress being made by IT through email notifications. I can also easily submit a ticket through the online portal

Cons

Nothing. Service desk has allowed us to get transparent support from our IT techs and this has solved a lot of headaches.

BS
AvatarImg

Boyang S.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Reviewed 2 years ago

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.

Pros

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.

Cons

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.

MG
AvatarImg

Melissa G.

Banking, 201-500 employees

Used monthly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Support Tool

Reviewed 2 years ago

Overall, the service is good. We are able to track down all issues raised by different individuals and most importantly serves as an audit trail for those whom approved said projects.

Pros

It's functionality is really great to keep track of all customer support issues. The fact that we are able to track down not only the support tickets open but also the person who approved said ticket is awesome.

Cons

The only improvement I'd have is that the software can be quiet confusing for the user when it comes to selecting from the many options of "reason for ticket". Maybe make the language more non-techy for those that do not know IT well.

AG
AvatarImg

Amber G.

Medical Devices, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Service Desk Plus

Reviewed 6 years ago

My experience with Service Desk Plus has been great! I love how customization this software is especially for our industry. It's so easy to keep track of my tickets.

Pros

Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system.

Cons

I don't have any cons for this software.

AvatarImg

Verified reviewer

Aviation & Aerospace, 10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an Exceptional software

Reviewed 4 years ago

Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management.

Pros

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

Cons

It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding.

DP
AvatarImg

David P.

Retail, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Like ronseal

Reviewed 8 years ago

Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop.

Pros

Simplicity

Cons

Infinite auto response loop

AvatarImg
AvatarImg

Dale O.

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

With several tech's its priceless, A one stop shop and integrates well with Desktop Central.

Reviewed 7 years ago
Pros

The effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech.

Cons

Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated.

MN
AvatarImg

Miguel N.

11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

I have been using it for the past 8 years

Reviewed 7 years ago

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!

Pros

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

Cons

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

RW
AvatarImg

Robert W.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Smart and easy solution

Reviewed 13 years ago

This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.

Pros

Very flexible and easy to implement

Cons

The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition

BE
AvatarImg

Brett E.

Medical Practice, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Great Tracking Tool and Self-Service

Reviewed 7 years ago
Pros

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.

Cons

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

AvatarImg

Verified reviewer

Insurance, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Tracking Your Progress

Reviewed 5 years ago

Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for

Pros

ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do

Cons

I am not too fond of the general user interface but it gets the job done nonetheless.

AvatarImg
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Alan H.

Higher Education, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Way better Service Desk applications out there

Reviewed 6 years ago
Pros

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.

Cons

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.

AM
AvatarImg

Angelo M.

Architecture & Planning, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Essential to have IT culture - Following ITIL recommendations

Reviewed 2 years ago

Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

Pros

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Cons

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

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Verified reviewer

Mental Health Care, 51-200 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

Sdplus is a fantasitic IT ticketing system at a great price.

Reviewed 2 years ago

Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

Pros

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

Cons

There are so many features, initial setup can take a while to configure everything.

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Jaime Isai O.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

ServiceDesk Plus ManageEngine

Reviewed 2 years ago

Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

Pros

More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

Cons

Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

JL
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James L.

Financial Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ManageEngine ServiceDesk Plus

Reliable and Expressive

Reviewed 10 months ago

It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

Pros

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.

Cons

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

EA
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Erdem A.

Computer Games, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

Everything works successful.

Reviewed 2 years ago
Pros

ServiceDesk Plus is a very powerful service desk software. The interface is easy to use and is very user friendly. It has an excellent user interface and provides a very efficient and user-friendly support experience. The easy to use interface is very well organized and offers a wide range of options. The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization.

Cons

Everything works smoothly, in general I like it. It was a hassle free experience.

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Matthew S.

Hospital & Health Care, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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ManageEngine ServiceDesk Plus

Making Help Desk Easy

Reviewed 6 years ago

Our IT team is liking the help desk software. Coming from using an in-house custom help desk, it has taken a little time to learn, but it is pretty easy to figure out how it works.

Pros

ServiceDesk Plus is easily the most customizable help desk software our IT team has ever used. The ability to create custom ticket templates, add service categories, and integration with Active Directory make it great. Managing the tickets is easy as well. When one closes a ticket, the steps used to resolve the issue can be added to the Resolution database to make it easy to go back and see how to fix the same issue if it happens again.

Cons

The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.

ZK
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Zachary K.

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Track-It!

Love Track-it!

Reviewed 7 years ago
Pros

The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus

Cons

The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.