Considering the requirement we have lately introduced Manage Engine Service Desk and came across several options which led us to so many limitation. Here are some of the challenges that we faced during its testing.
1. No auto merge options available in the tool.
2. Default search options are worst while looking for the same kind of tickets using subjects or content or users which leads to unnecessary tickets unassigned.
3. Operating Hours in the settings can only be set to Organization and not for technician. Hence business rules can not be applied on the basis of Working hours.
4. Missing a link through which user can open the ticket. But has a very poor way by only replying to the email. If user has to say thanks to the technician then also it gets open.
5. It does not have keyboard shortcut to merge tickets. One will have to scroll down/up till the end to click the merge button which is quite frustrating.
6. We found out that emails coming from external sources also raises the tickets which is actually needed no attention.
These are very serious concerns for an organization working 24x7. Therefore would be not recommending to anyone looking for solution using this tool.