If you are running any IT business, you need to have a help desk to provide good customer support. Most of the companies are using several help desk services like Servicedesk plus, numara track it, helpdeskpilot, zendesk, helpstar etc. I have been using ManageEngine ServiceDesk Plus for a long time. My rating for the product is 9 out of 10.
Help Desk with Asset Management
ManageEngine Servicedesk plus is the web based help desk with asset management software. It also provides SLA management, Purchase Management, Contracts management, Self-service portal management and Knowledge management. It is available in 23 different languages and used by more than 10,000 IT managers.
Features
With ServiceDesk Plus, you can convert all your helpdesk emails into tickets and log request for all phone calls or walk-in or web-form requests. You can even create multiple support queues and define business rules. You are provided with some default templates for placing incidents, requests, problems, resolution, reply etc.
ServiceDesk Plus provides you an auto-assign technician functionality which follows the Round Robin or Load Balancing model, and based on the availability of the technicians and criticality of the incident. You can even exclude some technicians, enable some matching criterias or assign based on the business rules.
Technicians can mark the issues as resolved, open, pending or closed thereby providing a user-friendly workflow. You can get multi site support from serviceDesk Plus which allows your business units across all the geographic areas to have a single help desk which takes into account all the different rules and regulations of each unit.
Users dont need to access the web interface to submit issues. Rather, they can use the self-service portal from ServiceDesk Plus where they can raise their request, search solution in the knowledge base or check the status of their tickets.
System Requirements : P III 1Ghz and above, 256 MB RAM
License : Freeware for managing 25 Desktops with one technician
Pricing : Starts at $495
Editions:
It is available in three different editions.
Standard Edition
Professional Edition
Enterprise Edition
ServiceDesk Plus is proprietory software with license and annual maintenance fees based on the number of support representative seats. The Free Edition allows a single Technician manage upto 25 Workstations.
For more details, check out http://en.wikipedia.org/wiki/ManageEngine_ServiceDesk_Plus
Advantages
ServiceDesk Plus allows flexible API integration with monitoring software, Remote Control, E-mails and pagers, AD Synchronization, Windows Single Sign-on and Mobile Access.
If you are looking for SaaS, you can even go for free saas help desk software from ServiceDesk Plus Ondemand.
Provides web based interface
Disadvantages
Of course, there are some limitations which need to be taken care of.
It has its own disadvantages in terms of setup and usage.
Overall the product is good.
Leave Feedback
I hope it will be helpful for the people who are searching for help desk softwares for their organizations. However compare the features of various help desk softwares and choose the proper one which perfectly satisfies your requirements.
