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ManageEngine SupportCenter Plus Reviews

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Pros:

You can also make different business units which represent tasks differently. Every information of our help desk was provided through real time reports and Dashboards.

Cons:

The prices for their add-ons are also very high. No type of virtual assistants or API’s or chatbots are not their.

ManageEngine SupportCenter Plus ratings

Average score

Ease of Use
4.3
Customer Service
4.2
Features
4.4
Value for Money
4.4

Likelihood to recommend

8.8/10

ManageEngine SupportCenter Plus has an overall rating of 4.3 out 5 stars based on 14 user reviews on Capterra.

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Filter reviews (14)

Gerson
Gerson
IT Consultant in El Salvador
Verified LinkedIn User
Used the Software for: 6-12 months
Reviewer Source

Lots of features

5.0 7 years ago

Comments: Notification screen reminds me a social network message. That's good.

Pros:

Lots of features. This is a super loaded solution for companies of any size. Self Service Portal, Knowledge Base, KPI's, Reports and dashboards. Easy to implement,

Burim
Systems Engineer in Germany
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

A good helpdesk tool but not perfect

4.0 last year

Comments: Overall, I am very happy with this product, and I do recommend it. It is not perfect, there are some flaws, but I am optimistic they will address them in future versions.

Pros:

We just recently made it possible to use ManageEngine Help Desk directly via the internet (until now we could only access it from our on-prem infrastructure) and it has become much easier to access, check, reply and resolve tickets. It works fast, it supports all internet browsers used in our organization, it's relatively easy to use, and user interface is self-explanatory.

Cons:

Managing and assigning requests is very easy but managing tasks is a bit more complicated. If you are the one dispatching tasks to a group of support engineers, there are several steps that need to be repeated every time a task is assigned (Click on the "Quick actions" menu - select "All Tasks" and then select the filter "Pending - My group tasks". This makes it time consuming and frustrating, especially if there are a lot of tasks to be assigned. I hope that newer versions come up with better ways to manage and assign tasks.

Fazal
Implementation & Support Specialist in Pakistan
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Manage and Engage with your Clients

3.0 4 years ago

Pros:

We are managing our clients requests in a seamless manner and generate report and present it to the management of how the progress is going on monthly and quarterly basis.

Cons:

its UI is not that much interactive and we cannot modify the dashboards according to our needs.

Aria
US
Verified LinkedIn User
Apparel & Fashion, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

Good but can be improved.

4.0 7 years ago

Pros:

Support center plus offers a multi-channel support where you can view the customer interaction irrespective of the conservation mode they use. It also offers account and contact management with request tracking and automation. You can also make different business units which represent tasks differently. Every information of our help desk was provided through real time reports and Dashboards. Mobile access is also supported with multi-language support for those whose native language is not english with additional add-ons and integrations.

Cons:

Despite of whatever service they offer the prices are too much high for support representatives and business units etc. The prices for their add-ons are also very high. No type of virtual assistants or API’s or chatbots are not their. Custom replies cannot be assigned to a ticket.Their customer support time is satisfactory. It is not terribly intuitive but it needs HTML email and it would be nice if the automatically generated emails would be little prettier.

Arvind
Sr. Technical Support in India
Information Technology & Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Super product for enterprise customer

5.0 3 years ago

Comments: It experience was good after I understand before that I was pretty confused

Pros:

Notification and comment section is good, we can see the latest comment of the customer without the whole mail thread.

Cons:

Mobile notification should be added for ticket status, those whom who are traveling most.

Verified Reviewer
Verified LinkedIn User
Pharmaceuticals, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Manage Engine Ticketing System

3.0 6 years ago

Pros:

Manage correctly inserting all correctcs data (servers, groups, etc) is really a complete ticketing software that can be used for respect ITIL process systems

Cons:

Probably because was not configure correctly, anywhere receive continue email about ticket is really a noise ...

amir
IT Manager in Tunisia
Telecommunications, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Very good experience i have with product, im satisfied.

5.0 7 years ago

Pros:

Very easy to use and to admin the product, many feature and its a futuristic product that need to be use. very helpful.

Cons:

The product is a complete one and all what I need has on it, don't change folks, continu your hard working.

Verified Reviewer
Verified LinkedIn User
Food & Beverages, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: GetApp

Top Of The Range Help Desk

5.0 3 years ago

Comments: Support Centre makes support easy and fun

Pros:

Support center allows user to get self service tips from the knowledge base that can be populated every time a solution is approved. It is also great for assigning tasks based on technician specialty.

Cons:

The integration for social media platforms like facebook and whatsapp are still missing

Mark
Mark
IT Infrastructure Manager in South Africa
Verified LinkedIn User
, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

AS a web based CRM solution, it doesnt get any easier

4.0 6 years ago

Pros:

The ability to track and manage customer emails as tickets makes it that much easier to manage your calls. The reports we can pull based on Technician, user or problem is phenomenal.

Cons:

You will need to have some form of training otherwise you will get lost. Other than that, there are hardly any cons.

Verified Reviewer
Verified LinkedIn User
Used the Software for: Not provided
Reviewer Source

this software is sooo complex and yet sooo simple to use

5.0 7 years ago

Pros:

usability, lots of features that will need to take some time to review all of them but right now this software will give me everything i need right now

Cons:

i didnt found any yet. i will update if i will find one. theres lots of settings to deal with that it will take some time

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

One view of all your customers interactions

4.0 5 years ago

Comments: Very positive overall experience, and migrating colleagues to a new process and platform was very seamless

Pros:

In the short time we have been using this software it has dramatically improved they way we view all customer interactions with whether it be via email, phone or Portal and even multichannel. It has helped us streamline our incoming customer queries and respond to them more efficiently . I look forward to using the many other features offered, but one step at a time

Cons:

You need to spend a fair amount of time in the software to familiarise yourself with it, but after some time, it all 'just clicks'. great product

siddik
siddik
Senior Product Developer
Verified LinkedIn User
Information Technology & Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source
Source: GetApp
4.0 9 years ago
Angela
Used the Software for: Not provided
Reviewer Source
Source: GetApp

satisfies all my needs...

4.0 13 years ago

Comments: I was looking for an online help desk ticketing system that would satisfy all the needs of my business and help me to be more organized.... I have found that with ManageEngine!

Pros:

Easy to use

Jendra
Verified LinkedIn User
Used the Software for: Not provided
Reviewer Source
Source: GetApp
5.0 6 years ago