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We use ServiceDesk Plus MSP as our ticketing, PO and asset management system. Time to leave... but for what?
We work for a parent company which provides support for the 10+ associated companies. For the last 4 1/2 years we've been fairly content using ServiceDesk Plus MSP (SDP MSP) for ticketing, purchasing and asset management. It's a burden and a blessing. The scale has been tipping towards burden as we support additional companies.
LikesThe purchase module and asset management work together seemlessly
You create the PO, receive your items and then they become assignable assets. You input the service tag/serial number of workstations at the time of receipt. There's an agent for Windows machines that will reconcile that device by hostname with the assignable asset. There are also network scans.
Templates feature checklists - handy for multi-step common tasks
New hires, new printer deployments and configurations, etc. etc. all benefit from these checklist type tickets.
Supporting multiple companies is easy
Tickets are separated based on the e-mail domain they originate from. This is extremely easy to setup.
DislikesThe asset discovery is nowhere near as good as Lansweeper
So, yeah, I like the asset feature but it has only network scan capabilities when it comes to anything that isn't Windows Lansweeper is amazing at picking things up and is better in every way. It doesn't tie assets back to POs though (that I know of).
There is no simple way to check out and check in assets
You have to look up the asset and change the assignment. This is not the end of the world but it feels kludgey and a user can have several assets.
The application feels like a house of cards
QA seems low on the ManageEngine's list. At least two updates have come out in the last year which are immediately followed by another update which fixes "problem where previous update could not be installed." It's ridiculous.
Adjusting the templates is prone to buggy weirdness - you straight up don't know what might happen.
Support is difficult
The support is 100% Indian based. There are bright spots in working with them but most of the time I have the sinking feeling that my question is going to require several hours and multiple interactions in order to move forward.
Knowledgebase is useless
We have solid documentation in Confluence. Users can't access that however. Users COULD access SDP but it's such garbage that I've never bothered to roll it out. I would NEVER work within that documentation system.
So now what?We like Confluence for documentation, Lansweeper for asset discovery/awareness, SCCM for managing Windows, JAMF for Mac management, TeamViewer for remote connection. SDP has a version of all of these but they're all half-baked. SDP is the only thing we're using for POs and asset assignment.
What should we explore? It's possible that some of what we've become dependent on is due to weaknesses in another department (accounting, purchasing, etc.). I'm not sure how larger companies track assets back to their POs.
Sorry if this has been a bit meandering. I truly appreciate any input from you guys and give massive thanks to anyone who made it this far.
Also, if you have any SDP MSP questions, feel free to ask.
Anyone using ManageEngine ServiceDesk Plus? Can it function as an internal intranet portal and all-purpose help desk (not just IT)?
I do have a demo set up with the SupportDesk folks but I wanted to see if any of you guys use them and if it would even be possible for ServiceDesk Plus to be used as both an all-purpose/all-department help desk (not just IT) and for a company intranet portal. For the intranet part, I mainly just need to be able to host static web pages with various links to resources such as external web links and pdf documents.