ManageEngine ServiceDesk Plus

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

About ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance. ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. Further automation is provided by the "business rules" feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
ManageEngine ServiceDesk Plus Software - Software reports
ManageEngine ServiceDesk Plus Software - Asset management
ManageEngine ServiceDesk Plus Software - Dashboard
ManageEngine ServiceDesk Plus Software - Knowledge base
ManageEngine ServiceDesk Plus Software - Project management
ManageEngine ServiceDesk Plus Software - Service level agreement
ManageEngine ServiceDesk Plus Software - Software reports - thumbnail
ManageEngine ServiceDesk Plus Software - Asset management - thumbnail
ManageEngine ServiceDesk Plus Software - Dashboard - thumbnail
ManageEngine ServiceDesk Plus Software - Knowledge base - thumbnail
ManageEngine ServiceDesk Plus Software - Project management - thumbnail
ManageEngine ServiceDesk Plus Software - Service level agreement - thumbnail

ManageEngine ServiceDesk Plus pricing

ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$120.00/year.

Starting Price:
US$120.00/year
Free Version:
Yes
Free trial:
Yes

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ManageEngine ServiceDesk Plus Reviews

Feature rating

Value for Money
4.3
Functionality
4.4
Ease of Use
4.2
Customer Support
4.2
5 reviews of 206 View all reviews
Nicat
  • Industry: Government Administration
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 3/5/2023

My experience has been amazing and productive

As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Pros

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Cons

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Alternatives Considered

JIRA Service Management and Zendesk Suite

Reasons for Switching to ManageEngine ServiceDesk Plus

Looking at other alternatives, this product is the most convenient to use.
Boyang
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 3/3/2023

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Pros

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Cons

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Alex
  • Industry: Management Consulting
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
1
Customer Support
1

3
Reviewed on 4/10/2018

Lots of useful features; But counter-intuitive and clunky overall

We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

Ankit
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/11/2023

Keep Track of Issues

Pros

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Cons

The UI of the application can be improved so it can become more user friendly

Alternatives Considered

ServiceNow Customer Service Management
Verified Reviewer
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 20/2/2023

Great product for its money

Overall this product is really well made and compared to its competitors is really well priced.

Pros

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Cons

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Reasons for Choosing ManageEngine ServiceDesk Plus

this product was a better fit for the organization.

Switched From

Zendesk Suite

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