Makes our support management easier

What are the best aspects of this product?

We signed the highest tier version of ManageEngine ServiceDesk but it was not for us. It was too complex and there were too many features that we did know what to do with. However, because of the intuitiveness of the platform, we were able to find workarounds or learned how to utilize them eventually. The fact that everything is centralized is really helpful for us. Plus, there are numerous data collection options available for tickets.

What aspects are problematic or could work better?

There is nothing I dislike about the product itself. The tools I use on a daily basis are very functional. I just wish we had training so that it would be easier to use the solution.

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

It's easier to manage tickets with this solution. Before we implemented it, we did not have a centralized and organized way of dealing with issues except emails and phone calls. Now, the support team has everything arranged on ManageEngine ServiceDesk. On top of that, our customers appreciate the use of the platform.

Are you a current user of this product?

Yes