A comprehensive review of ManageEngine ServiceDesk

What are the best aspects of this product?

ManageEngine ServiceDesk is an economical yet feature-rich ticketing management system that integrates asset management and knowledge management. It is easy to deal with from the get-go. It is also flexible, as you can extend its capabilities using Python and Java. What's more, it can connect with Active Directory. With such extensibility and integration, its processes can be automated.

What aspects are problematic or could work better?

There are major features that this software does not have such as incident management and communication tools. The documentation is not even clear on how to maximize the solution because it's as if it's written for developers only. Also, the ticketing interface is not flexible.

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

We use this to automate requests and to fulfill business requirements. It has been advantageous in fulfilling SLAs as well.

Are you a current user of this product?

Yes