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2018-01-26T00:30:00Z

What needs improvement with ManageEngine ServiceDesk Plus?

8

Please share with the community what you think needs improvement with ManageEngine ServiceDesk Plus.

What are its weaknesses? What would you like to see changed in a future version?

ITCS user
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1919 Answers

author avatar
Top 20Real User

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

2021-07-26T15:11:20Z
author avatar
Top 20Real User

ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version. I would like to see the new trends and new technology in the IT department and in the industry implemented quickly.

2021-06-27T13:01:13Z
author avatar
Top 20Real User

Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.

2021-04-08T23:27:18Z
author avatar
Top 20Reseller

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

2021-02-25T18:38:33Z
author avatar
Top 20MSP

In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.

2020-12-22T16:20:00Z
author avatar
Top 20Real User

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds. The solution, overall, is expensive.

2020-12-02T09:58:25Z
author avatar
Top 20Real User

Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.

2020-11-18T20:09:36Z
author avatar
Top 20Real User

It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.

2020-10-11T08:58:06Z
author avatar
Top 20Real User

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all. The only issue for us is the pricing, which is quite high in comparison with the competition. The timing reporting module, and how it's used is a bit difficult to understand. Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

2020-10-05T07:38:00Z
author avatar
Real User

The documentation could be improved.

2020-08-13T08:33:49Z
author avatar
Top 20Real User

I think the knowledge base management component could be improved a little bit. Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.

2020-07-13T06:55:00Z
author avatar
Real User

At first, the interface is not so easy to use and it's a bit complicated, but you do get used to it over time. We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off or has something to perform. This is a great feature. I'd like to see things like that added to the solution.

2019-08-21T06:36:00Z
author avatar
Real User

Improvement is needed in the Software Assets Management functionality.

2019-05-20T16:42:00Z
author avatar
Real User

The main thing that I find lacking in the product is the ability to do custom reporting. They have canned reports, but apart from that, I am unable to define my own reports based on my needs. It requires a lot of external customization. I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception. One final issue, on the topic of business rules, is that more can be implemented. I have seen CRM systems over the past twenty years that can do much more than this. For example, you should be able to customize your workflow completely. I would like to draw my own workflow and go with that. Also, I would like to be able to write a custom feature and include it in the workflow. These things are missing from the product.

2019-03-28T08:19:00Z
author avatar
Real User

When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.

2019-02-10T10:06:00Z
author avatar
Real User

They could improve the screens.

2019-02-07T12:28:00Z
author avatar
Real User

I expected more features than it has. The flexibility is missing. I was also expecting a different level of configuration and segregation.

2018-10-29T15:46:00Z
author avatar
Real User

People ask to implement the product not only for their IT help desk, as we do that, but also for HR and general affairs, allowing them to use SDP for their services.

2018-05-07T10:43:00Z
author avatar
Real User

For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.

2018-01-26T00:30:00Z
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