Publisher's Description
From ZOHO:
ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management software whose features include contract managenent, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus gives you the ability to improve productivity of your IT Service team and keep your end-users happy. ServiceDesk Plus enables end-users to submit tickets via an online web form or through email. It automates several key workflow tasks such as case routing, acknowledging requester, technician notification and handling of SLA rules. It includes a Solutions module that allows you to document best practices and solutions to common problems in an online knowledge base. ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let you know the number of over-utilized or under-utilized licenses across your organization. ServiceDesk Plus can help you maintain a complete product catalog based on product type, that lists all assets owned by your organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction survey. Version 7.0 adds Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities & more. Incident mgmt, Problem mgmt, Change mgmt & CMDB has been implemented with all functionalities. The Free Edition allows a single Technician manage upto 25 Workstations.
What's new in this version: Multi-site support, Technician Scheduler,Custom Request Form, Flash Reports, Incident Management, Problem Management, Change Management, CMDB (Configuration Management Database).
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All versions:
3.0 starsout of 4 votes
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"ManageEngine ServiceDesk Plus"
Version: ManageEngine ServiceDesk Plus 7.5
Pros
The latest version is ServiceDesk Plus 8 which has some special features like service catalog, agent scanning, auto assign ticketing and help desk API integrations.
Cons
Of course, it has some limitations which need to be taken care of. Overall the product is good
Summary
Reliable, simple & Affordable product to use.
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"Major issues regarding inventory with XP SP2, skimpy AD integration."
Version: ManageEngine ServiceDesk Plus 5
Pros
UI looks impressive, low cost.
Cons
Inventory functionality is unable to work with XP SP2's firewall turned on. We actually bought this product and their support is terrible. It seems that they dont know what they are doing. ...keep repeating the same solutions....and all those solutions dont work.
It has a relatively slow UI, the active directory support is rudimentary and not well thought out. AD support seems to be just slapped on as an afterthought, especially user management....but I see this is typical of most Java based products. AD support for them is like a 'step-child' for most!
Needless to say our department is looking elsewhere.
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"Terrible"
Version: ManageEngine ServiceDesk Plus 5
Pros
The HelpDesk application might be worth your purchase.
Cons
The Inventory application is worthless. It doesn't run with Microsoft SP2 and firewall turned on. Their customer support couldn't fix the problem. This problem dates back to 2004 and they have no solution except to give you the run around. Even their ManageEngine ServiceDesk Plus 6 version inherited this SP2 Firewall problem. We've had 3 network experts try to solve this problem but they've given up trying to figure out why AdventNet does random ports and such.
Furthermore, you have very few options in setting up your scan. Only one scanning schedule. If you have a complex network then you'll have to scan all or nothing.
Try something else like Spiceworks which is free and available from this site.
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"pretty neat & cute helpdesk tool"
Version: ManageEngine ServiceDesk Plus 4.0
Pros
combines asset management with helpdesk. good features like software license tracking, SLA compliance tracking & network inventory management. all this at a very affordable price.
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