Feature-rich service desk platform

What are the best aspects of this product?

Managing tickets is as easy as 1, 2, 3 with ManageEngine ServiceDesk. It is great that I can check previous tickets for ideas or answers because they allow us to work faster. I also enjoy using the assets tab in checking what we have installed on our campus.

What aspects are problematic or could work better?

It takes too many clicks to find the tool or the window that we need. The search function is outdated as well because it is not as helpful as we need. Plus, the mobile app is not the best. The better bet is to work on the mobile-adapted website. Moreover, the incessant reminder to claim tickets from the queue is annoying.

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

Prompt and accurate ticket resolution is our goal and ManageEngine ServiceDesk helps us in that regard. The ability to search for answers in past tickets is especially helpful in achieving our goal.

Are you a current user of this product?

No