I am customer of ManageEngine and use their ServiceDesk Plus Cloud product to handle our IT helpdesk. I have a ManageEngine PitStop account but noticed that the ManageEngine technicians consistently will mark my tickets as "Resolved" without actually solving the issue or question relayed in the ticket. Technicians will simply email a canned response, then close the ticket without confirming that the issue or question is resolved. I have also noticed that some of my tickets e.g.(6704861) were completely erased from my PitStop portal after a technician sent me a canned response and closed the ticket. Erasing this ticket from my portal leaves me no way to review or follow up on the ticket. For these reasons, I have found the ManageEngine support team practices to be not only incredibly inefficient but unreliable and unprofessional.