# ManageEngine ServiceDesk Plus Reviews **Vendor:** Zoho **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 248 ## About ManageEngine ServiceDesk Plus ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! ## ManageEngine ServiceDesk Plus Pros & Cons **What users like:** - Users value the **user-friendly interface** of ManageEngine ServiceDesk Plus, enhancing ease of use for both requesters and technicians. (9 reviews) - Users value the **wide range of features** in ManageEngine ServiceDesk Plus, enhancing efficiency and integration capabilities. (8 reviews) - Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians. (7 reviews) - Users praise the **integrated asset management** features of ManageEngine ServiceDesk Plus, enhancing efficiency in service workflows. (6 reviews) - Users praise the **excellent customer support** from ManageEngine, noting its immediate assistance and resolution of issues. (6 reviews) - Users value the **seamless third-party integrations** of ManageEngine ServiceDesk Plus, enhancing their overall efficiency and experience. (6 reviews) - Users appreciate the **intuitive interface** of ServiceDesk Plus, finding it easy to learn and navigate effectively. (6 reviews) - Customization (5 reviews) - Users appreciate the **efficiency** of ManageEngine ServiceDesk Plus, highlighting its user-friendly interface and effective ticket management. (5 reviews) - Ticketing System (5 reviews) **What users dislike:** - Users find the **implementation complexity** of ManageEngine ServiceDesk Plus to be time-consuming and challenging to manage. (4 reviews) - Users find the **complex setup** of ManageEngine ServiceDesk Plus can be time-consuming and challenging for effective implementation. (4 reviews) - Users find the **learning curve steep** for ManageEngine ServiceDesk Plus due to complex setup and advanced configurations. (4 reviews) - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to time-consuming setup and complex features. (4 reviews) - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder effective ticket management and usability. (3 reviews) - Users experience **poor customer support** with delays and issues that can hinder the overall functionality of the service. (3 reviews) - Users find **complex reporting** a challenge due to difficult advanced configurations and limitations in standard reports. (2 reviews) - Interface Issues (2 reviews) - Users find the **limited functionality** of ManageEngine ServiceDesk Plus restricts their ability to manage tickets effectively. (2 reviews) - Users are disappointed by the **missing features** , especially the lack of customizable reports and limited support options. (2 reviews) ## ManageEngine ServiceDesk Plus Reviews ### 1. Highly Customizable ITSM with Room for Agile Improvements **Rating:** 4.5/5.0 stars **Reviewed by:** Melih . | Solutions Architect Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I like that ManageEngine ServiceDesk Plus is highly customizable and has rich configurations. It's very flexible and easy to integrate to or from other products, which increases the value I get from it. I use it as an ITSM solution for tracking tickets effectively and analyzing the big picture. It has a wide range of modules, like incidents, requests, problems, inventory, and changes, which make it powerful enough to track and convert incidents and requests effectively. It supports approvals from multiple people, which makes life easier by covering the needs before proceeding. It's quite easy to configure, and the product's nature understands the need for high customization. **What do you dislike about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus is a good product, but it improves slower than its competitors in my opinion. New features come in time, but when critical or customer-specific ones are needed, I cannot say it's agile on this matter. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I use it as an ITSM solution to track tickets effectively and analyze the big picture. It simplifies tracking with modules for incidents, requests, problems, and changes, and its customizability fits most companies' structures. ### 2. Robust ITIL Modules, but Initial Setup Can Feel Overwhelming **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** TSM Excellence (Ticketing & Beyond): It isn’t just for "my printer is broken" tickets. It follows the ITIL framework, meaning it has dedicated modules for Incident, Problem, Change, and Release Management. If you want to track the root cause of a recurring server crash or plan a company-wide software update with approval stages, SDP handles the logic. **What do you dislike about ManageEngine ServiceDesk Plus?** Initial Setup: The sheer number of toggles and settings can be overwhelming at first. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Problem: "The Black Hole" of Requests The Issue: Employees send requests via Slack, email, or "drive-by" desk visits. Things get forgotten, and users have no idea when their problem will be fixed. The Solution: A Centralized Service Portal and multi-channel ticketing (Email, Chat, Mobile App). The Benefit: Transparency. Every request has a tracking number and a clear status. Users feel heard, and IT managers can prove exactly how much work their team is actually doing. ### 3. Highly Customizable, Needs UI Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Sarim J. | Security Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I like that ManageEngine ServiceDesk Plus is easy to configure and very customizable. It's also fast compared to some other products I've used. The configuration process is quite intuitive, and the platform allows us to tailor request and incident lifecycles to fit our company's needs. I also appreciate the custom functions that make the system very customizable, helping us enforce ITIL standards for tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** The UI could be much better; it feels like very old web apps and is not very user-friendly. Also, the API documentation is incomplete and doesn't have many of the endpoints documented. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus helps us enforce ITIL standards, configure lifecycles, and provides analytics on ticket trends, ensuring all service requests and incidents follow the right, company-tailored process. ### 4. A feature rich tool for IT management. **Rating:** 4.5/5.0 stars **Reviewed by:** Pawan K. | IT Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** It provides a wide range of features that are useful for everyday tasks and also supports integration with various tools and services. ME has introduced a variety of new tools and integrations, which truly make it more powerful. I would also like to give kudos to the support team, who assisted us with different issues and helped resolve them. **What do you dislike about ManageEngine ServiceDesk Plus?** The portal is a little slow if you get the hosted plans. It takes some time to customise and get what you need with the tool. its slow but has too many features to look after. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Providing the right tools for managing IT tasks, as well as allowing other departments to be included in the portal, is a significant advantage. The platform offers a broad array of features that are helpful for daily operations and supports integration with a variety of tools and services. ME has rolled out several new tools and integrations, which genuinely enhance its capabilities. I also want to commend the support team for their assistance with various issues and for helping us resolve them. ### 5. Intuitive ITIL Workflows and Powerful Ticket Automation in ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul R. | Manage Engine Tool Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I like best about ManageEngine ServiceDesk Plus is its easy-to-use interface, strong ITIL-aligned workflows, and powerful ticket automation. It helps streamline incident, problem, and change management, improves SLA adherence, and enhances overall service delivery and end-user satisfaction. **What do you dislike about ManageEngine ServiceDesk Plus?** I dislike about ManageEngine ServiceDesk Plus is that the initial setup and customization of workflows can be time-consuming, and some advanced features require additional configuration and training. The UI can also feel slightly heavy in large environments. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus solves the problem of inefficient service request handling, lack of visibility into IT operations, and poor SLA tracking by providing a centralized, ITIL-aligned service management platform. This benefits us through faster ticket resolution, improved user experience, better SLA compliance, streamlined workflows, and enhanced IT service delivery efficiency. ### 6. Flexible and Powerful—ServiceDesk Plus Enables a Lot **Rating:** 4.0/5.0 stars **Reviewed by:** Jacob M. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** There is a lot of things you can do with ServiceDesk Plus, though a lot of it comes down to custom coding. **What do you dislike about ManageEngine ServiceDesk Plus?** I dislike that there isn't clearer documentation on how to do some things, such as doing webhooks or system field names. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using it for a ticketing system mainly. It's helping us keep track of issues our users have. ### 7. Great Integration and Customization, but Needs Smarter AI Ticket Replies **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** We love that ServiceDesk Plus integrates with ManageEngine's (Endpoint Central) other products, like Asset Manager and the main EC platform. The amount of features and customization in ServiceDesk Plus are thoughtfully put together. The interface is easy to learn and easy to navigate for new users, with super intuitive buttons and processes. This platform is used all day, every day, by a large team. When we need new features or even help with our current tenant, their support has been fantastic. **What do you dislike about ManageEngine ServiceDesk Plus?** Some additional AI features for automatically replying to tickets would be great, as the current replies are largely based on keywords. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Keeping the entire team informed of issues and giving all our end users one single, consolidated place to submit tickets and get replies is the biggest benefit, as with any ticketing system. Form a HelpDesk perspective, being able to see and reply to tickets either in the web portal or by email is a great boon. ### 8. A Great Tool for Managing IT Tickets and Customer Records in One Place **Rating:** 4.0/5.0 stars **Reviewed by:** Arvind K. | NMS administrator L2, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** Managing the all IT task record as ticket **What do you dislike about ManageEngine ServiceDesk Plus?** No, it good tool to managing all IT record & multiple customer in single point **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Need to enhance the site field, because many times customers have multiple locations (infra/office) and they want to record details location-wise, while still having a single consolidated view. ### 9. Very good tool for managing Service desk. We switched from Symphony Summit to ME. **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen K. | Director-IT, Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** The platform is highly flexible, making implementation straightforward. Additionally, the reporting features are impressively dynamic. Integration with other apps is also easy. And off course good customer service. **What do you dislike about ManageEngine ServiceDesk Plus?** Managing tickets of multiple entity of a group company is little bit difficult as not having in-buit functionality. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The IT ticketing system offers a multilingual feature, support from the current software service provider, and is cost-effective compared to our existing ITSM tool. Additionally, its integration with Active Directory and other systems is a valuable advantage. ### 10. Flexibility is key for an ITSM tool and ServiceDesk Plus does not disappoint. **Rating:** 5.0/5.0 stars **Reviewed by:** Nigel A. | Director, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** The ease with which ServiceDesk Plus can be implemented. Basic configuration is a breeze, but advanced features are not lacking for those looking to push the boundaries, especially if you are looking for increased automation. Easy integration with other ManageEngine products and other third-party vendors further enhances the capabilities of this platform. **What do you dislike about ManageEngine ServiceDesk Plus?** Direct support can sometimes be difficult to access effectively, but working with a local partner easily overcomes this. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus solves several key IT service management challenges, including: • Unorganised Ticket Management – Provides a centralised system to track, prioritise, and resolve IT issues efficiently. • Delayed Issue Resolution – Automates workflows, ticket assignments, and approvals to speed up IT support. • Recurring IT Problems – Helps identify and eliminate root causes with problem management. • Uncontrolled IT Changes – Implements structured change management to minimise risks and disruptions. • Lack of Asset Visibility – Tracks and manages IT assets to prevent mismanagement and compliance issues. • Limited Self-Service Options – Offers a self-service portal for users to log issues and find solutions independently. • Poor IT Compliance & Auditing – Ensures ITIL compliance and provides audit-ready reports for governance. • Inefficient Communication – Supports multi-channel communication (email, chat, phone, portal) for seamless IT support. ## ManageEngine ServiceDesk Plus Discussions - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [View ManageEngine ServiceDesk Plus pricing details and edition comparison](https://www.g2.com/products/manageengine-servicedesk-plus/reviews/manageengine-servicedesk-plus-review-627649?section=pricing&secure%5Bexpires_at%5D=2026-05-14+22%3A31%3A34+-0500&secure%5Bsession_id%5D=bf15d122-7002-4aa2-b6f7-cbf276bb4b8b&secure%5Btoken%5D=6bf3532dd9af83c44287e3f7931c36da6cc9f7e12294cb5f7c4a7f83a9487392&format=llm_user) ## ManageEngine ServiceDesk Plus Integrations - [Azure API Management](https://www.g2.com/products/azure-api-management/reviews) - [ManageEngine ADManager Plus](https://www.g2.com/products/manageengine-admanager-plus/reviews) - [ManageEngine Applications Manager](https://www.g2.com/products/manageengine-applications-manager/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [ManageEngine OpManager](https://www.g2.com/products/manageengine-opmanager/reviews) ## ManageEngine ServiceDesk Plus Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top ManageEngine ServiceDesk Plus Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,284 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,700 reviews)