SolarWinds Service Desk vs ManageEngine ServiceDesk Plus Comparison

Zendesk Suite

Freshdesk

JIRA Service Management

Freshservice

Spiceworks Cloud Help Desk

ServiceNow Customer Service Management

Solarwinds servicedesk helps you service the customers

We use Samanage for our AssetManagement. It is easy to do and gives quick results. The automatic upload of laptop info gave us a huge headstart.
For the Servicedesk part we had been using another tool for a long time, so I cannot rate that part (as of just yet)

Good asset management

We used to handle incidents via the shared mailbox. We had no insight in the amount of work the IT departement did on a daily basis. 
After an interview and a quick tutorial the new  servicedesk environment was up and running.  

The IT departement could tunnel all the requests and issues through the system immediately and the management received a clear report on the workload, progress and risks.


Quickly implemented, great results

A little better is expected off of them.

A great combination of Asset Management and Ticket System.

Samanage is great!

Samanages all in one management system handles all aspects of a helpdesk app plus a whole lot more. We are even able to enroll our company cell phones!

By far the best Service Desk app out there! So easy to use and it literally manages everything!

The goal is to use it for all services across the company, IT related or not.


SolarWinds Service Desk 

We were an early adopter of Samanage for our service desk and have been very happy with the decision. We use it for all IT tickets at the College, plus a few other areas across campus (AV service, library).

Samanage gives us all we need in a service desk

They have been a great partner to work with bending over backwards to accommodate us in our mergers and acquisitions as we consolidated tenants and  imported and exported data.  They listened to our feedback and incorporated some of our ideas into their final product as well.  They are a company that will work with you to get the job done the way you need it done.

Great little ITSM

So far, using Samanage has been a positive experience.  I started out as a standard user using it for helpdesk software.  It is very easy to use and so far there has been little to no downtime for the product.  Being web-based is a plus.  Now I am an administrator for Samanage at my organization and I have found that the product is very easy to configure.  From managing users to categorizing our ticket system to our needs, it has been self intuitive.  I jumped in with very little training and can navigate the settings area well.  If there is something I don't know, I have been able to figure it out surfing with a couple clicks and never have had to contact support.

Easy to use help desk software.

Samanage is a very good ITSM application. We are using it for Helpdesk, IT Asset management and are just exploring the service management section. The asset side particularly is very good and is based on the popular  OCSInventory NG utility. The friendly and helpful staff are very responsive when issues or product improvement suggestions are made. The one thing that would make Samanage a better service would be to have a product roadmap published out to tenants - this would include notice of updates/functionality improvements *before* they are applied (although they are getting better in this respect). That plus the ability to customize/skin the end user portal and end user emails would make this a 5 star application. Overall a very, very good tool and one that I have and do recommend to other clients (and that comes from someone who has implemented ZenDesk, Citrix GotoAssist Service Desk and AutoTask for previous clients).

Very, very good ITSM/Asett Management/Helpdesk tool 

Samanage, or "sammich" as we like to call it, has allowed us to confidently monitor the success of our support/operation function.
For end user support we have a full end-to-end life-cycle of tickets. This not only help us review what needs to be addressed/adjusted/praised, but also allows the user to go back and reference that ticket should he/she has that same question.
From an operations perspective, we can track if a service/device is becoming troublesome, promote those incidents to problems, and then take action through change management to ensure those issue are a thing of the past.
While it knocks the core of ITSM out of the park (incident/problem/change), the Service Catalog is by far the party piece of Samanage. You can use the Service Catalog to drive processes to ensure that a task is done quickly and properly. This has allowed us to streamline our onboarding and separation processes so that all tasks are completed; this also makes our auditors happy.
All this plus the constant stream of new features is why I rated Samanage 5 stars.

No Questions ITSM

We have been using SAManage for almost 3 years now. The product has grown a little and the improvements are fairly useful. We find that not all of the features fit our needs, and at times the software is more comprehensive than what we can ask for. The real plus to SAManage is the utilization of newer web technologies, the SaaS nature, and the ease of use. The product is easy to use in both the back-end as an administrator, and in the front-end portal as and end-user.

Support is friendly and helpful and the built in intercom chat is a handy feature. I have found one or two bugs over the last three years and they have all been resolved by submitting a ticket and reporting the bug to the team or via the community. A few feature requests we made have also been added, and it seems the new features are largely community-driven.

The community is excellent. I don't participate as much as I'd hope, but the forums are active with SAManage discussion, feature requests, and more.

SAManage has experienced one or two service disruptions since we started, but they were only for an hour or two at very most, and often times they're not even noticeable.

My biggest gripe with SAManage is the lack of native Single Sign-On support. However, SAManage integrates excellently with OneLogin, which has also improved over time and works really well once configured.

I recommend SAManage to any team that needs a simple, forward-thinking product to leverage basic asset management and ticketing.

Simple and Elegant

Easy for tool for in house helpdesk management

Manage engine service desk is great fro tracking user issues

Issue Tracking Software

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

Service Desk Plus is very easy to use and simple to install

The Best ITIL Helpdesk

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. 


Service Desk Plus 

It is a very good experience for me with service desk plus as it is easy to use 

ServiceDesk Plus is a great tool for an IT support division

Manage Your Support Tickets With Ease

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

My Problems Solved Quicker

Feature-rich capabilities around incident/problem management as well as service request/project management.  I also like the contract management feature and was impressed at how easy and flexible the inventory management was.

Impressive capabilities

Ticketing portion is great, but service desk has to be programmed properly (i.e. encoding holidays for the succeeding years)

Using Service Desk Plus

Please visit the link for ManageEngine ServiceDesk Plus review.

http://itsolutionsbyme.blogspot.in/2014/11/manage-engine-service-desk-issues.html

Regards, IIS

Manage Engine Service Desk Issues

Service Desk plus emphasizes on ease of use, flexibility, and efficiency in managing IT services and infrastructure. Service Desk plus provides wide range of automation and integration capabilities. The platforms versatility in interacting with various internal and external systems makes it a useful tool for companies looking to optimize their IT operations.

ManageEngine ServiceDesk Plus: The ultimate solution for all IT Organization's Needs!!

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.

A very customizable ITSM tool

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.

ServiceDesk Plus

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.

Life changing

I have used ManageEngine for a few clients and have found the product amazingly quick to implement.   It is an excellent tool for any IT Service Desk.

ManageEngine Service Desk Plus

Good service desk program on the market

So many of them! We have network benefits, OS Deployment Benefits... They offer asset management (even though we manage our own, we may move everything over to one software, because, why not?!)

I'm slowly falling in love with this software...<3

Wonderful platform large and small organizations.  Couple this solution with a local professional services organization that can implement your ITIL service desk that everyone will embrace.  It's a win for everyone!

Enterprise features and functionality

Hi
I happen to try this product, Its just awesome, they have done a great job,  their followup and service is as good as it can get, hats off.

I would recommend anybody who needs service desk, they have it all.

Praveen
Sudheesah Smart solutions.

Just Awesome

Not ready for cloud

ManageEngine ServiceDesk Plus

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.

ManageEngine ServiceDesk Plus is an Exceptional software 

Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised. 

Great for SMB but future growth needs to be considered

I came to this website to look for new software possibilities and saw Service Desk listed here and thought I should share my experience. 
We have had an ongoing issue with Service Desk timing out with no access to sections of the Admin tab for over a year now.  I can not edit any of our Tech profiles, I can not edit any Requestor profiles, I can not use all of the drop down menus within the system with out the system timing out. These are the Highlights of our issues with Service Desk. Reports are glitchy and not always accurate. 
Overall the system is easy to use and would great if Tech support could resolve our issues.  But the fact that we have had this ongoing for over a year is ridiculous. Spend the extra money and get a better system with good tech support. 

HORRIBLE Tech Support

Compare SolarWinds Service Desk and ManageEngine ServiceDesk Plus based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Access Controls/Permissions

Active Directory Integration

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Automated Routing

Autoresponders

Call Center Management

Categorization/Grouping

Change Management

Client Portal

CMDB

Collaboration Tools

Compliance Management

Compliance Tracking

Configuration Management

Contract/License Management

Cost Tracking

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Mapping

Device Auto Discovery

Document Storage

Drag & Drop

Email Management

Email Templates

Full Text Search

Help Desk Management

Incident Management

Incident Reporting

Inventory Management

Issue Auditing

Issue Scheduling

IT Asset Management

Knowledge Base Management

Knowledge Management

License Inventory

License Management

Live Chat

Maintenance Management

Maintenance Scheduling

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Language

Online Forums

Performance Metrics

Prioritization

Problem Management

Procurement Management

Project Management

Real-Time Analytics

Real-Time Chat

Real-Time Data

Real-Time Notifications

Real-Time Reporting

Recurring Issues

Relationship Mapping

Release Management

Remote Access/Control

Reporting/Analytics

Requisition Management

Risk Assessment

Risk Reporting

Role-Based Permissions

Rules-Based Workflow

Scheduled/Automated Reports

Self Service Portal

Service Catalog

Service Level Agreement (SLA) Management

Service Reporting

Single Sign On

Supplier Management

Support Ticket Management

Surveys & Feedback

Tagging

Task Management

Widgets

Workflow Management

Android

Linux

Web-based

Windows

iPad

iPhone

Support Supervisor

I am the administrator and I love having the ability to make changes and customization on the fly. The user friendliness of it is well above our previous software we used.

Sr. IT Specialist

The dashboard and reporting are very helpful. They give us a good picture of how we're doing and where we can improve.

IT Manger

Ticketing system, knowledge base and inventory management are all awesome and constantly improving. And the metrics are great to help justify budgets to upper management, and show trends.

IT Service Desk 

I've been using different ticketing systems from my past employments and in my current company. This is the best so far, the interface is very user friendly.

Systems Analyst

A few of the things that I like most about Service Desk is the ease of learning to use it.

System Support Specialist II

Having the ability to work, escalate and integrate tickets all from a single pane of glass is also a good feature.

Helpdesk Supervisor

It's mostly very easy for my help desk technicians to use on a day to day basis. Very easy to keep track of your tickets and what needs to be done.

IT Systems Admin

The customizable filters and bulk actions are *super* handy when you have a set of actions or responses you do very frequently.

Mgr. Application Development

I like the easy-to-use interface, the communication history that allows us to keep track of end user needs and concerns, and the API (personally that's my favorite).

By that I mean the lack of reports and reporting tools.

The ease of creating automated workflows makes the product easy to use and creates efficiencies by automating mundane manual processes.

Systems Administrator

Reporting doesn't report accurately compared to a custom query, which is odd.

IT Service Desk Support

Easy to upload a Solution Article and based on the employees that are using this on our company it's very interactive because all of the information is already displayed on the interface.

SolarWinds Service Desk vs ManageEngine ServiceDesk Plus Comparison

SolarWinds Service Desk

ManageEngine ServiceDesk Plus

Overview

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Pricing

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Key features

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