The only service desk software for us

What are the best aspects of this product?

ManageEngine ServiceDesk is a multi-faceted platform. While it is mainly used for ticketing, it has tools and features that enable us to manage users, assets, and projects. The user management aspect is awesome because we can integrate it with Active Directory to save time. Emailing is also a breeze, whether done in the software or in Outlook. Overall, it is a simple and easy-to-use application that smooths our ticket management.

What aspects are problematic or could work better?

It would be a nice idea if the software's capability to have custom triggers on ticket submissions has more room for flexibility. What I really want to happen is for the tickets to be organized according to the keywords detected. Additionally, customization is not the best but it looks like the vendor is working hard on it.

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

Our IT team is having a less challenging time resolving and managing tickets with ManageEngine ServiceDesk. It is a plus as well that end-users have a portal where they can keep track of their ticket submissions. Also, everything is updated and easily visible to everyone so communication problems are all set. But the biggest benefit is the reduction of tickets and calls since people can simply check their accounts or emails for updates.

Are you a current user of this product?

Yes