Review – ManageEngine ServiceDesk

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This is another installment of my review posts, where I give my opinion on hardware, software or services.

About 6 months ago, I decided to move my company onto an electronic trouble ticketing system with a web interface. Before that, I was certainly still keeping track of trouble tickets, but it wasn’t in a web interface system, and was more ad-hoc and really relied heavily on me for data input and verification. I looked a lot of a trouble ticket systems, including osTicket, OpenTicket, OTRS, Help Desk Lite, and a few others. Oh man. They ALL pretty much sucked. Not to mention a lot of them took quite some time to configure and customize, with a lot of that taking place in config files opened with notepad.

Forget that.

Unless you want to play with that crap, don’t even bother with it. Most people would have suggested that I go into the cloud with a hosted service. While that’s a great idea, unfortunately my trouble ticket system would be holding my entire client list, which is probably the biggest trade secret I have. In addition, some of my clients I can’t even name as references or confirm that my company works for them, due to some legislated confidentiality agreements. I HAD to have my trouble ticket system hosted on-site.

Finally, I came across a product worth using. ManageEngine’s ServiceDesk. ServiceDesk installed itself and everything it needed with one single GUI based installer. No “oh, you need MySQL, with a database setup already”, or “you must manually configure IIS”. It simply installed, and then opened my web browser and ran through a few pages of web-based configuration. I uploaded my company’s logo. I entered SLA parameters. I setup users. All in a nice, graphical based web browser interface.

The system is extremely stable as well. It rarely has any errors or problems, and I can even setup an automated backup that creates a zip file of the historical database and sends it off to my backup location. Again, the interface is web-based, and it’s easy to use. 5 minutes spent with any new employee and they’re up and running on it.

ServiceDesk by ManageEngine has brought my company to a new level of client care. The organization (not that it was bad before) has gotten so much better, and it now relies less on me and gives some autonomy and empowerment to my staff and peers. ServiceDesk is actually completely FREE for the standard edition. It is built on the ITIL framework, which is a standard that’s been adopted by many large telecommunications giants. I can highly recommend ServiceDesk as an excellent trouble ticket software and help desk management tool.

Author

Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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