A complete ticketing solution

What are the best aspects of this product?

Our organization has found an end-to-end solution to our ticketing concerns with ManageEngine ServiceDesk. It is not just beneficial to the ones resolving tickets but it is also helpful to end users, as it enables them to check whether all their submitted tickets have been resolved and closed. More than that, the software makes us efficient and productive because of the work timer.

What aspects are problematic or could work better?

Managing technician's tickets is a complex process on the platform whereas it should be as simple as possible, as in other ticketing platforms. It is not a major problem though. However, I should point out another problem: the work timer. It is not accurate at all times, especially when ticket modification is required.

What specific problems in your company were solved by this product?

ManageEngine ServiceDesk is the centralized ticketing. Previously, we relied on legacy software. Now, we have full control over the tickets entered into the system. What's more, it allows us to make certain that end-users or customers are satisfied with the resolutions provided before fully closing tickets.

Are you a current user of this product?

Yes