ServiceDesk Plus
ServiceDesk Plus
30 reviews
WH Score
8.7

ServiceDesk Plus Overview

What is ServiceDesk Plus?

ServiceDesk Plus is a comprehensive help desk software solution developed by ManageEngine, a division of Zoho Corporation. It is an IT Service Management (ITSM) software that helps organizations of all sizes manage their IT assets, incidents, problems, changes, and knowledge base. One of the key features of ServiceDesk Plus is its incident management capabilities. This helps reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Using ServiceDesk Plus, each of the tickets is processed through a single system, giving you deeper insight into technical issues. Additionally, these advancements can reduce disruption and give your business skills that will help IT staff, clients, and stakeholders.

In its entirety, ServiceDesk Plus is a robust and adaptable ITSM tool that can assist businesses of all sizes in enhancing the quality of their IT services, cutting expenses, and raising customer happiness.


ServiceDesk Plus Recent Reviews


D
Daniel
Reviewed on 4 December 2023

Navigating Efficiency Challenges

My experience with the product has been a blend of positives and challenges, with notable ease in setup and configuration, coupled with concerns regarding the interface and certain functionalities.

Pros
  • The inclusion of a robust reporting tool is a significant advantage, offering users the capability to generate detailed reports efficiently
  • The flexibility to export reports into multiple file formats enhances the usability of the reporting tool, catering to diverse user needs.
Cons
  • Adding extended attributes is noted as a challenging process, indicating that this aspect of functionality could be streamlined for a more user-friendly experience.

D
Darla
Reviewed on 20 April 2023

Super Helpful!

ManageEngine ServiceDesk Plus is an ideal platform for both small and large organizations. It is especially useful for asset management as it links notes to the appropriate machines and users. You can also set up email alerts to stay informed of any potential issues.

Pros
  • ServiceDesk Plus is an innovative platform that offers many functions, including the ability to analyze root causes, reduce repeated incidents, and increase productivity
  • The Change Management feature is also a highlight, simplifying the approval, planning, and execution of automated workflows
  • Another great feature is the ability to create a Self-Service Portal to facilitate requests.
Cons
  • The mobile app could be improved as it is not very user-friendly and does not provide enough information to allow tracking via mobile devices.

ServiceDesk Plus Pricing


Standard (Cloud)
$10
per user / per month
ServiceDesk Plus Pricing Details

ServiceDesk Plus Key Features


Helpdesk Features
  • Ticket Assign
  • Ticket Tagging
  • Ticket Queuing
  • Ticket Linking
  • Ticket Routing
  • Ticket Transfer
  • Ticket Sharing
  • Ticket Merge
  • Ticket Split
  • Ticket Rating
  • Agent Handoff
  • Agent Collision Detection
  • Issue Management
  • Ticket Lifecycle Management
Remote Support Features
  • Screen Sharing
Systems/Administrative
  • Administrator Management
  • Administrator Console
  • Agent Management
  • Agent Console
  • Centralized Console
  • Work Offline
  • Bulk Actions
ServiceDesk Plus Features Details

ServiceDesk Plus Media


Videos

ServiceDesk Plus Wheelhouse Score

8.7
What is this?

The Average Wheelhouse score for the Help Desk category is 8.1

ServiceDesk Plus Scores

  • Ease of Use
    8.7
  • Meets Requirements
    8.3
  • Learning Curve
    7.9
  • Quality of Support
    7.1
  • Ease of Admin
    7.4

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