ManageEngine ServiceDesk Plus vs. Zoho Survey

The cost for what you get is very good.

The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.

Incentivized

Like all Zoho products, if you are using Zoho CRM than I would highly recommend Zoho Survey. The insights you can get out of staying only in one program (Zoho CRM) is so powerful for users. While it takes an admin or marketing person to configure the surveys in Zoho Survey, users within Zoho CRM never have to actually go to Zoho Survey to see responses as they are available right in front of them in the CRM. If you are looking for a stand alone survey app, Zoho Survey will meet your needs. It has all the functionality one could need to build a basic, intuitive survey. If you're looking for a survey to be very aesthetically pleasing with graphics or custom themes or the like, there may be better options.

Incentivized

• It's very simple to submit and handle ticket for both user and Engineer.
• Set some customize template for intent replay or job done reply.
• SLA management is the good option to maintain workflow.
• There is solution option where user can resolve their common issues.

Incentivized

• Lets us get feedback from clients on how they felt the Engineer did.
• It shows us the knowledge needs if any for each engineer and shows and tells us what to improve on.
• Allows us to have an organized way to audit the first line of support calls and services and the volume of traffic we get month to month.

Incentivized

• When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
• Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
• When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

Incentivized

• It can be a little "clunky" if you are not experienced in how Zoho Products work
• The pricing is a little harder to grasp than other products
• Customization is not as flexible as some other products out there

Incentivized

we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

Incentivized

It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.

Incentivized

Zoho Survey is really easy to use. We've used Doodle and Survey Monkey in the past, and Zoho Social is just as easy, if not easier to use.

Incentivized

Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.

Incentivized

Zoho's support is always quick to respond and troubleshoot any issues

Incentivized

No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.

Incentivized

(Other survey apps were not listed to choose from, so this section is irrelevant). Compared to Doodle or Survey Monkey, Zoho Survey has everything you need in a survey app as part of your Zoho One suite. It can also integrate well with Zoho's other apps to get a more complete data picture on your contacts.

Incentivized

• It has provided better visibility to upper management in terms of the scale of the workload of the IT department
• It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
• It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Incentivized

• It's all positive because we use it solely for NPS which, if taken seriously, can definitely assist in making your company successful!

Incentivized