--- title: ManageEngine ServiceDesk Plus Reviews meta_title: 'ManageEngine ServiceDesk Plus Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 249 reviews by the users' company size, role or industry to find out how ManageEngine ServiceDesk Plus works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 249 scale: '5' date_modified: '2026-07-11' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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:** 249 ## 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 find **ServiceDesk Plus very easy to use** , with a user-friendly interface and intuitive navigation for all team members. (9 reviews) - Users appreciate the **intuitive features and robust integrations** of ServiceDesk Plus, making daily operations seamless and efficient. (8 reviews) - Users appreciate the **user-friendly interface** of ManageEngine ServiceDesk Plus, making navigation intuitive and easy for everyone. (7 reviews) - Users appreciate the **comprehensive asset management** in ManageEngine ServiceDesk Plus, enhancing their inventory and problem tracking. (6 reviews) - Users appreciate the **fantastic customer support** from ManageEngine, enhancing their experience with ServiceDesk Plus significantly. (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 **complexity of setup and customization** in ManageEngine ServiceDesk Plus challenging, requiring significant time investment. (4 reviews) - Users find the **complex setup** of ManageEngine ServiceDesk Plus to be time-consuming and requiring additional training. (4 reviews) - Users find the **learning curve steep** due to time-consuming setups and complicated advanced features requiring additional training. (4 reviews) - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced feature requirements. (4 reviews) - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets efficiently. (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. It was good and it help my skills too. **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher B. | IT Service Desk Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus helps in a way to increase productivity, time management, and fast actions but with total client or customer satisfaction. **What do you dislike about ManageEngine ServiceDesk Plus?** I think there's no bad part in ManageEngine ServiceDesk Plus since I'm exploring it more and I hope my employer considers this as a tool to provide better services to more clients. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I don't think that there's a problem with ManageEngine Service Desk Plus since I'm not totally using it in my daily job but hoping to use it more in my job to explore my skills also. ### 2. working with inherited software **Rating:** 3.5/5.0 stars **Reviewed by:** Luis Alberto R. | Support Technician, Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** the software is simple yet robust, administration is for the most part set and forget. especially user/technician management and integration with other ManageEngine apps is a breeze, most of the app is a set and forget solution, there isnt too much that needs to be done on the admin side unless you start looking into automation **What do you dislike about ManageEngine ServiceDesk Plus?** the learning curve is deceptive, you think you understand how the app works and then you gotta reach out for assistance to find out you need to know API connections and launch the website with developer tools to pull hidden fields, and items that should be basic have a roundabout way of being done, for example, we have a monthly ticket that reoccurs the 3rd weekend of the month, but you cant have ticket creations occur on schedules, so you instead have to create a template, then have an automated trigger that creates a ticket from the template on the set schedule - so it adds a layer of complexity, that seems needless to me **Recommendations to others considering ManageEngine ServiceDesk Plus:** ManageEngine ServiceDesk Plus can be simple and straightforward - but you can make a few wrong turns and over-complicate the system at which point it will be a pain to manage if talent departs **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** the Service Desk ticketing system, change management, and automation of tickets, also we have implemented self-serve ticketing options to empower our users so the software has really benefited the service desk and the IT team as a whole ### 3. Flexible ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** Franz Josef B. | Chief Information/Security Officer/Owner/IT Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** September 28, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** It's flexible since it can exist in an on prem and cloud version. Depends on the appetite and customization and support needed by the company. Has a lot of easy integration points with popular collaboration tools such as M365. **What do you dislike about ManageEngine ServiceDesk Plus?** There is a delay on patches and updates on the on prem version as compared to the cloud version. Reports customization is not easily done and need help from support. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It provides a unified solution for ticketing and problem resolution not only for IT but even different business groups. Streamlined process and tasks are easy to design using templates. ### 4. Great Cloud Based Help Desk System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** The ticketing system integrates well with Microsoft 365 so your user accounts are synced daily. The Asset system for computers is nice to have so you can assign the computers to the users that have those computers. Email integration works very well for email-based ticketing and communication with staff about their issues. It ticks all the boxes on what you need from a help desk ticketing system. **What do you dislike about ManageEngine ServiceDesk Plus?** It would be nice if there was an agent to put on computers for system reporting to the help desk. Alongside that, it would be nice if there was remote control integrated into the help desk system agent if there were one. Endpoint Central has this agent with remote control integration, but adding that to the Help Desk would also be nice to have as well. The Purchase orders side of the system is a PITA. The on-prem version is nice. You fill out the PO, and it adds all the things you added in the PO to the system so they're there the next time you might order the same things. The Cloud version is the opposite. You have to manually add all the information about a product you are going to purchase before you can add it to the PO you are putting in the system. It makes it the worst part of the system to use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We couldn't get all of our field users accessing the help desk when they weren't at the office. Using the Cloud version has solved this issue, since they can be anywhere and access the help desk. The email system worked well for both on-prem and cloud, but staff being able to login to the system is beneficial when they wonder if we're looking at the tickets. ### 5. My ManageEngine ServiceDesk Plus Perspective **Rating:** 5.0/5.0 stars **Reviewed by:** Yahya A. | Desktop Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** All in one place reports incidents management and other things **What do you dislike about ManageEngine ServiceDesk Plus?** I did not dislike any thing in this software every thing is perfect **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** making accurate reports ### 6. Ideal for managing incidents, tasks, order of changes among other functions **Rating:** 4.5/5.0 stars **Reviewed by:** Jonnathan D. | IT Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** I like Service Desk plus because everything is already easy to configure according to the needs of the organization. **What do you dislike about ManageEngine ServiceDesk Plus?** What I do not like about Service Desk Manage Engine is that the manufacturer's support in my case does not offer it in Spanish, in my case I am from Latin America and I am not very good at English. Other than that, all the features are very good. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service Desk Manage Engine has solved problems such as incident documentation, change control, asset management, process flow at the IT level. ### 7. A professional ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** The layout design and the ease at which I can create ticket workflows and rules. **What do you dislike about ManageEngine ServiceDesk Plus?** AD sync and replication were initially an issue. Incorrect data pulled for reports. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Day to Day IT operations. ### 8. Very satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** Edgie G. | Desktop Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** MSP it help the users to track configuration. It also has built-in asset and project management. **What do you dislike about ManageEngine ServiceDesk Plus?** None so far. All is the best, base on my experienced. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Techinicians can resolve the issues in no time and reduce the end-user frustration due to issue resolving process. ### 9. Great performance and great knowledge base for working with IT **Rating:** 5.0/5.0 stars **Reviewed by:** Josip R. | Senior Engineering Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** I like ServiceDesk Plus because of the ease of use, highly intuitive interface and features to manage assets, changes and more in one platform. We are currently using it in 80% of our company and have had promising results, it has allowed us to effectively manage all incidents and IT in the organization. Striking quality is how effective it is at tracking tickets and the garden of knowledge that can be retained to provide quick solutions to common problems that our internal users and customers may have. **What do you dislike about ManageEngine ServiceDesk Plus?** We have experienced short delays in receiving tickets and slow response times from the platform sometimes, it has not happened consistently, however it may also be due to the quality of our internet connection on those occasions. **Recommendations to others considering ManageEngine ServiceDesk Plus:** There are many alternatives on the market for working with IT, however, this is the best option for small to medium-sized businesses in every way, from design and operation to support and price. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Through the use of this tool, we have been able to provide quick solutions to many problems without too much effort. The ability to automate IT responses to tickets is amazing, as is the automatic ticket assignment which saves us all a lot of work. I like their built-in approval system and how easy it is to track all open tickets to make sure everything is flowing in the right order and that no tickets are left unanswered ### 10. Service Desk analyst **Rating:** 4.0/5.0 stars **Reviewed by:** Aziff I. | Service Desk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Easy and efficient ticketing system. Appreciat the robust but flexible process management feature. **What do you dislike about ManageEngine ServiceDesk Plus?** The system sometimes takes up so much time to load up causing the SLA meter to run on white screen. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Able to properly implement user management, especially assets ### 11. it takes a bit time to learn **Rating:** 2.0/5.0 stars **Reviewed by:** Nabeel R. | IT Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** the assiging calls and changing requests **What do you dislike about ManageEngine ServiceDesk Plus?** the request tab interface the is so overwhelming **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** i dont see any bugs but they should start working more towards the interface ### 12. Easy to understand and use **Rating:** 5.0/5.0 stars **Reviewed by:** Shahbaz K. | Information Technology Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 12, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Your daily report status and categories of tickets **What do you dislike about ManageEngine ServiceDesk Plus?** I didt see the bin..like everyone can see my tickes and resolution **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Merging of two tickets ### 13. ManageEngine ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** James Arnold M. | Application Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 20, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** User-friendly and easy-to-manage application. **What do you dislike about ManageEngine ServiceDesk Plus?** The pricing is a bit high and integration is complex. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Ticket management ### 14. Manage Engine - Helpdesk and Asset Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** This is one of the best service desk tools in the industry to adhere ITSM process. Incident Management, Change Management and Asset Management tracking tool. Compare to rest of the products in the industry it is cost-effective **What do you dislike about ManageEngine ServiceDesk Plus?** Online Support is not good. whenever there is an issue support team is asked to Restart the server Still, the features can be enhanced with release management and patch management **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Initially, the incidents and changes were manually updated in an excel sheet. After adopting tp Manage Engine Service Desk plus Incidents were tracked and resolved on priority basis adhering to the SLA defined ### 15. Good product. Customer service needs to improve **Rating:** 3.5/5.0 stars **Reviewed by:** Michael T. | Head of Service Delivery, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to setup, competitive features and pricing. Most basic features are configured and ready to go OOTB. Does basic integration with O365 authentication and email for no extra cost. **What do you dislike about ManageEngine ServiceDesk Plus?** Customer service and support from ManageEngine needs to improve. They treat issues as "it must be your (customer) problem" with little investigation. It's also difficult to export information from the platform **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus is a good basic IT service management platform for small-to-medium enterprises, enabling our IT support team to effectively prioritise incidents and requests ### 16. A complete package for Service Desk and other ITIL defined framework **Rating:** 4.0/5.0 stars **Reviewed by:** Setu Bandhan S. | Senior Network Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** It's fully customizable as per your organizational needs with lots of built-in templates. All the required items I was seeking at the service desk software like managing software deployment, desktop/server management along with the add-ons change, problem, and incident management. **What do you dislike about ManageEngine ServiceDesk Plus?** I would love to see a few more templates and not sure if the licensing can be bundled to minimize the cost. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This is a good product with lots of customized reporting. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Mostly software deployment and desktop management. Another useful thing is the announcement to the users in a short possible time. ### 17. ServiceDesk ITSM tool **Rating:** 3.0/5.0 stars **Reviewed by:** Venkata P. | Sr. Technical Architect, Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** Management of Network, servers and applications. Performance of the product is good **What do you dislike about ManageEngine ServiceDesk Plus?** Technical support is not good and response from Sales , and technical team so delayed and organizations loose interest **Recommendations to others considering ManageEngine ServiceDesk Plus:** Verify if the support is improved from before **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have requested solution customization for our customer - but turn-round time was pathetic and we looked stupid infront of our customer for the delayed response. Technically product is fine, but, I personally didn't like the technical support ### 18. ServiceDesk is #1 tool every IT need to use **Rating:** 5.0/5.0 stars **Reviewed by:** Karam N. | Senior IP Network Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Using a ServiceDesk to manage your staff IT Request is essential for any company or organization that needs to track and evaluate the IT Department tasks. **What do you dislike about ManageEngine ServiceDesk Plus?** The mobile application of the platform needs to be more professional. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I manage +200 staff from IT Side point of view, ServiceDesk allow me to manage the tickets and request based on priorities and time is calculated for each ticket on how long does it wait to be resolved. ### 19. Tools for service deskmanagement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** This is good to manage all user tickets along with their asset, also it has inbilt reports which you can customize, it has feedback form which can integrate with user ticket sales. **What do you dislike about ManageEngine ServiceDesk Plus?** There is nothing to dislike about it but some of the automation they need to workuppne, I. E. When you configure sla atomation in incident there are multiple option to configure escalation matrix but in service tickets still they are working on it. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This serve the purpose of helpdesk management as well asset management **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Now endusers become more happy since here no need to monitor each engineer efficiency individually all thanks to feedback automation link with service tickets. ### 20. Best Helpdesk Asset Tool ever! **Rating:** 5.0/5.0 stars **Reviewed by:** Adam L. | Senior Architect, Law Enforcement, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** This tool keeps track of our entire organization's assets, incident and change management, user integration, and ticket resolution. SDP has given us insights into our environment like we never had before. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes there are duplicate entries for computers or users, but this is not a massive issue. You can delete them when they occur within the inventory or set up a rule to ignore particular values upon scanning ActiveDirectory. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Instead of keeping manually updated Excel sheets or paper documentation on what incidents take place for our end-users or what computers we have in our inventory, this digital footprint keeps our counts of in-use versus in-store assets up to date dynamically and accurately. ### 21. The best helpdesk tool we have worked so far. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** The most liked about the ServiceDesk tool is the core functionalities and build-in integration with other ManageEngine products such as OpManager & AD Audit. ManageEngine has its customer portal where customers can raise their tickets from there. The most liked feature for us is GUI **What do you dislike about ManageEngine ServiceDesk Plus?** No, we never faced any challenges with this tool. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have seen growth in our helpdesk team. They can able to showcase the productivity with help of the ServiceDesk. ### 22. ServiceDesk Plus - A great tool for tracking service desk requests **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is an excellent product for logging, tracking and monitoring the service desk requests. It is of great help to track and manage the request workflow. It provides visibilty of the requirements, bugs or concerns raised for a particular project. One can assign a particular request to a group of developers or developer who will be working on the same. One can also define the timelines with respect to requirements in the project. **What do you dislike about ManageEngine ServiceDesk Plus?** The ServiceDesk Plus is a great tool from ManageEngine and there are no dislikes for it. The tool can be customized as per the requirement of the industry/organization. The tool is reliable, stable and secure. The patch updates and upgrades are easily available for ServiceDesk Plus. The tool has a easy to use GUI. Each request raised has a Service Desk number through which it can be searched for and reffered through. The tool is being used widely and can be accessed over url. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Yes I would surely recommend others to try this tool as it is very easy to use and user's can log requests and track it using the same. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus is useful for senior management as it is not only used for logging requests but it also gives a wholistic view in the form of dashboard which tells how many requests were raised, how many are on hold, how many were released to production, how many were closed and so on. Its a great tracking tool where the engineer can add notes, set the actions, change the status and more. The tool can record the data and the same can be made available for audit purpose. ### 23. Its very light and easy to manage but also very effective and based on ITSM workflows. **Rating:** 4.5/5.0 stars **Reviewed by:** Syed M. | System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** It works on the basis of ITIL standards. Reports related to incidents can easily exported and represented to the management. Managing Incidents and Support team is quite simple and easy from the portal. **What do you dislike about ManageEngine ServiceDesk Plus?** It is good for small and mid-sized organizations only. **Recommendations to others considering ManageEngine ServiceDesk Plus:** It is really helps the small to mid size organization to manage the daily IT requests/incidents. Managing the IT team with SLA's and providing clean requests of all the IT members and end users requests. Incident management comes with the free trail of SDP product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** - Managing IT support team daily tasks - End user requests handling - Keeping the record of inventories with the association relation with its users from the same portal. - Maintaining the SLA's and workflows - Creating reports and help management to take decisions on that basis for the support team. - A true implementation of change management - Handling the tracking the Project tasks. ### 24. ManageEngine ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** Service catalog, Change Request module and Ticketing module **What do you dislike about ManageEngine ServiceDesk Plus?** Asset management module, require a lot manual work and not support for agent **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Resolve daily IT operation. user can log ticket without call or email. ### 25. Excellent value for money **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** It's an excellent IT Service Management tool, ITIL compliant, that cover all per ITSM process (Incident, Change, Problem, CMDB, Asset, Catalog), easy to use and to configure, User-friendly interface doesn't require training to end users. An IT Help Desk is a must have and Manage Engine Service Desk Plus is the right one, on premises or in cloud. **What do you dislike about ManageEngine ServiceDesk Plus?** Configuration capabilities are not very high, so you can not make heavy customizations. Reports are not very appealing. Manage Engine support service can be improved. Lack of documentation for database and API. Procedure of upgrade is difficult and some times you must rollback and retry. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Consider Service Desk Plus when evaluating the other tools like ServiceNow. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Introduction of IT Help Desk tools is mandatory also for a small and medium company. Ticket management and service request management were the first benefits we realized. ### 26. The best solution for help desk management **Rating:** 4.5/5.0 stars **Reviewed by:** Noah H. | IT Services Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** The best thing about this tool was establishing a customer service platform to manage customer requests and problems straightforwardly. In addition, we can control our staff and their maintenance schedule all without generating conflicts with other activities or dependencies. **What do you dislike about ManageEngine ServiceDesk Plus?** It is a user-friendly platform, but unfortunately, we have had to do a lot of manual work to keep our needs up to date; moreover, the user interface should be improved to enhance user comprehension. **Recommendations to others considering ManageEngine ServiceDesk Plus:** ServiceDesk Plus is excellent when used with its default configuration in a small to medium-sized environment. When these criteria are met, the tool is fast, intuitive, and robust. Apart from this, you will notice that the application does not support many clients in a single instance, as it lacks multi-tenancy functionality. Although there are many options, ServiceDesk Plus is reliable, solid, secure, and robust. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine Service Desk Plus is one of the best products we have implemented. The IT department uses it throughout the organization to manage all IT incidents and requests. ManageEngine ServiceDesk Plus has excellent features such as service catalogue, change management and much more. ### 27. Multifunctional and innovative IT resource management suite. **Rating:** 4.5/5.0 stars **Reviewed by:** Edvin M. | Digital Marketing Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Service Desk Plus is a multifunctional tool that offers a robust and varied set of functionalities that enable the installation, automation, and support of different End User devices through a dynamic, intuitive, and friendly user interface. It provides solid management of the organization's IT resources. **What do you dislike about ManageEngine ServiceDesk Plus?** The only thing I could comment on in this section is that the configuration process can be overwhelming at first, which is understandable given the magnitude of equipment available in the organization. So I think they should improve their knowledge base so that assistance from the support team is not required for requirements that we can quickly solve independently. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Service Desk Plus is a management tool that allows organizations to improve their internal processes of administration and management of computer equipment and devices, providing multiple centralized management functions while enabling remote assistance and support to workstations or technological devices, keeping the organization's infrastructure robust and secure. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service Desk Plus was implemented in the organization as a unified solution for IT equipment management. This allows us, among other things, to manage from a single secure location the organization's servers, laptops, desktops, smartphones, and tablets, and thus automate routine processes such as patch installation, software deployment, imaging, and operating system installation, as well as the management of mobile devices, all centralized from a single platform. ### 28. Best assistant app for IT teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** When you install and set up the settings, that's it. It is working stable and not consuming much hardware in the background. The remote feature is working remarkably the same as other remote programs. **What do you dislike about ManageEngine ServiceDesk Plus?** Pricing is a bit high, and the control panel is working slow most of the time. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you need a stable remote desktop and hardware management app, you can use it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus is our remote desktop and our laptop's hardware inventory solution. ### 29. Centralized platform for IT asset management **Rating:** 4.5/5.0 stars **Reviewed by:** Zully A. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus has many essential features that make the platform an excellent choice for IT asset management and HelpDesk. Still, its integration stands out because ServiceDesk Plus facilitates integration with multiple platforms, from monitoring and user management tools to API-based integration, to save time and resources. **What do you dislike about ManageEngine ServiceDesk Plus?** In general, it is a good solution. Still, its main interface, with many functions, can be exhausting, so it would be better to simplify it with icons or drop-down menus that offer better visualization and organization of the options. **Recommendations to others considering ManageEngine ServiceDesk Plus:** ServiceDesk Plus is a fantastic alternative that can be used for large and small organizations. Still, due to its features, functions, and budget, it is more recommended for large companies, especially its asset management tools, which have efficient management. Many devices allow the ticket to be linked to the corresponding machine and user. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus is our IT asset management solution. It allows us to detect all devices running Windows operating systems, including non-Windows devices, virtual machines, and network devices, to obtain complete asset information, such as specifications and recent software installations. ### 30. ManageEngine ServiceDesk+ is a decent option for small to mid-size organizations **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of use, pretty intuitive overall. I definitely like the cloud version better than the previous on-prem version. The searching function is better/improved & the reports are a bit better as well. **What do you dislike about ManageEngine ServiceDesk Plus?** The Tasks feature needs improved / enhanced, as we use those primarily with onboarding and offboarding duties (to be handled by various teams and personnel across the organization). **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are much better with full coverage of all onboarding and offboarding duties that have to be completed, which helps us stay in compliance with periodic IT audits. ### 31. Help desk and IT service management platform **Rating:** 4.5/5.0 stars **Reviewed by:** Joseph G. | Information Technology Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus, an innovative platform, has many functions. We can highlight the ability to analyze root causes, reduce repeated incidents, and increase productivity. Another highlight is the Change Management feature. This simplifies the approval, planning, and execution of automated workflows. You can also create a Self-Service Portal to facilitate the creation of your requests. **What do you dislike about ManageEngine ServiceDesk Plus?** One thing I can point out as an improvement is the fact that the mobile app is not user-friendly and does not provide enough information to allow tracking via mobile devices. **Recommendations to others considering ManageEngine ServiceDesk Plus:** ManageEngine ServiceDesk PLUS is the ideal platform for many organizations, small and large. This tool is especially useful for asset management as it links notes to the appropriate machines and users. You can also set up email alerts to ensure you are always aware of any potential issues. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** A platform was needed within the company to centralize all cases that were sent to IT support. This would then present metrics and reports to ensure the proper management of IT assets. ### 32. ManageEngine **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to use with a lot of functionality at a great price **What do you dislike about ManageEngine ServiceDesk Plus?** Over reliance on Pop up advertisements for new features **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Solving Support Level 1 and Level 2 issues from the business, helps communicate visually to the business SLA Timings. ### 33. Great Tool to manage devices **Rating:** 5.0/5.0 stars **Reviewed by:** Jean G. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** It's easy to use and understand. Everything, for the most part is self-explanatory. **What do you dislike about ManageEngine ServiceDesk Plus?** What do i dislike about ManageEngine ServiceDesk Plus. There is not anything I dislike about it. It provides me with what I need for now. Maybe in the future, i might change this review to include a future dislike of the product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Business problem: Device Management. Benefits: Easy to use. Easy to deploy and track assets. ### 34. Inferior service desk application **Rating:** 0.5/5.0 stars **Reviewed by:** Rick A. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is a low-cost option for a company with limited financial resources. **What do you dislike about ManageEngine ServiceDesk Plus?** There are many reasons to hate ServiceDesk Plus. The application is poorly designed, technical support is inferior, upgrades seem to fix one issue while causing another, documentation is poorly written. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It provides a system to manage helpdesk support tickets. ### 35. One of the Best ITSM Ticketing tool in Market **Rating:** 4.5/5.0 stars **Reviewed by:** SAMIRAN S. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** December 10, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of use and follows the ITIL Structure. **What do you dislike about ManageEngine ServiceDesk Plus?** The Integrated Postgres SQL should be replaced with more robust database. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Incident Management, Change Management, Asset management ### 36. Just okay, there are better products on the market **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** It's reasonably intuitive and easy to use. ServiceDesk plus is a very basic package for small shops. **What do you dislike about ManageEngine ServiceDesk Plus?** It does not offer the flexibility and customization that other products on the market offer. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Having a good solid ticketing system to manage, track, and report on service requests. ### 37. Effective and organized ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Kelsie D. | Training and Communications Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** The green/red icons next to each ticket make it very easy to tell who last responded in the issue. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes the system stalls out and takes a long time to send a message or gives an error and won't send. This can usually be resolved by simple refreshing the page, but you do have to make sure your message is saved before you refresh. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** As a team member of a corporate office that supports over 500 stores, SD+ is a great way to organize store issues and questions. You can sort by issue cateogry so that the question goes to the right spot, and it's a great way to keep our corporate office in contact with the field. ### 38. The Best Help desk Tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Manage Engine Service Desk Plus is helping our help desk team show their productiviy during office hours. Manage Engine Products are creating an ECO-SYSTEM of their product for the company. Mostly we liked about this tool is GUI and Automation for ticketing tool. **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing Just perfectly worked for our organization **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Benefit ManageEnginer Service desk + is various features such as (IT Asset Tracker tool, PO Release tracker), automation and Ecosystem. ### 39. Perfect tool for IT Service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** All sort of customisable option for service support ticketing and easy integration with third party authentication system. Segregation of duties for technical staff and normal user. Workflow is simplyawesome and can be customized as per company needs Technical support is quick and knowledgeable **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing can be dislike since the product has lots of feature for IT support management and software inventory and notifications of renewals. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service ticketing, assigning and resolution. Resolutions can be saved for future references. Feedback up can be implemented by third party apps Reports are useful and scheduled ### 40. The Best HelpDesk Tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** We like mainly about this tool is GUI and ManageEngine EcoSystem to integrate with ManageEngine tools. The best part of this tool is we have own Asset list in ServiceDesk Tool. Automation and Service Portal to user can raise ticket. **What do you dislike about ManageEngine ServiceDesk Plus?** We have more customization required in ManageEngine **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Automating the tickets, Inventory maintenance.etc ### 41. This is the only ITMS tool that I managed to fulfill all requirements with minimal efforts **Rating:** 4.0/5.0 stars **Reviewed by:** Wael H. | Business Development, Enterprise (> 1000 emp.) **Reviewed Date:** January 03, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** It's designed using the best-practices in ITMS so you find it easy for your service desk team to get hands-on experience quickly then use it efficiently. I used to do assets management (inventory management), it was really a great tool. Reporting was so customizable and I extracted all the insights which I needed. The layouts are user-friendly. I mapped my problem management process into a pre-existing module, it worked very well. User-access matrix is super easy to set and customizable to a very good level. After sales support was very fast and efficient when I needed help. **What do you dislike about ManageEngine ServiceDesk Plus?** They should focus on all type of customers as when I tried to get a demo for another company I worked for, they were very slow and did not care much about my request after they might have known that I needed it only for 6 agents. Price wise is a bit expensive even if you need it as a sole ticketing tool, unless you work for a big company, I found it's hard to convince the decision makers to spend this much on a ticketing tool. **Recommendations to others considering ManageEngine ServiceDesk Plus:** It's highly recommended to use if you want to apply ITIL or any standard ITSM in our Operations. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Users' satisfaction is my first attention, so I need a reliable tool to capture all service requests, incidents or problems that they ever faced and over a period of time, I run reports to analyze and improve my processes, It's about users' happiness and satisfaction. ### 42. BEST ITSM compliant Service Desk Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Hassan M. | System Support Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2020 **What do you like best about ManageEngine ServiceDesk Plus?** Detailed and easy to use with respect to configurations, Service Desk Flows, Managing Requests, Change, Incidents, Release, Projects, Purchase contracts etc. **What do you dislike about ManageEngine ServiceDesk Plus?** Their should be free simulation for all the available options not only demo portal. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Manage Engine Service Desk Plus is cost effective ITSM compliant solution. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Managing User request into the network and easy to align technicians to support end user query. ### 43. ManageEngine ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2020 **What do you like best about ManageEngine ServiceDesk Plus?** Service desk allows for users to easily submit tickets or bugs and then can be assigned accordingly based on area of expertise or bandwith. Allows to easily tracking where a ticket stands. **What do you dislike about ManageEngine ServiceDesk Plus?** Email notifications are very important when working on or submitting and ticket and if not submitted correctly it can be pretty easy to forget to add the email notifications. Also for each ticket or update there are several emails that go out to the emails on file to notify. It would be much easier to track if they were all combined into one email notification. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Similar to other ticketing system it allows a team to work on and have the workload distributed. ### 44. Easy to set up and use **Rating:** 4.0/5.0 stars **Reviewed by:** Chloe S. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** I like that this product is free for up to 10 users, and very easy to customise. I am able to set my own SLAs and add additional custom fields to my support requests to allow for better reporting. I also like that I can set which fields are and are not mandatory upon resolution so I can ensure I am capturing suitable information for reporting, but can streamline to keep our process efficient. Email integration was also very easy to set up. **What do you dislike about ManageEngine ServiceDesk Plus?** This app can run slow at times which impacts our business, specially when the entire support team require this to work. The mobile app is not very user friendly and does not show enough information to give suitable monitoring from mobile which is a shame. The dashboards are not very configurable and don't give many other options of views. Reporting is complex to set up, but does work well. **Recommendations to others considering ManageEngine ServiceDesk Plus:** For a free option, it is hard to beat, there are better paid options out there but for a small business, I would highly recommend this as a solution. We will be continuing to use this even once we pass the ten user limit. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** 1. Better SLA monitoring- made simpler with quick view on items approaching SLA limit. 2. Email integration- does collect emails so we don't have access to these in another mailbox. 3. Auto-responder on email tickets, this was really quick and easy to set up and gives customers confidence that we have recieved their request and are looking at it, preventing us being called after a customer emails in. 4. Customer reports- Whilst these are a bit fiddley to put together, they do cover a lot of information and allow us to build reports that include our own custom fields we capture on support requests. ### 45. Service Desk Plus best service desk software **Rating:** 3.5/5.0 stars **Reviewed by:** aryan K. | aryan, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2020 **What do you like best about ManageEngine ServiceDesk Plus?** Important assist information and create relationship for identifying staff ownership of the assets easily creative solutions that both and users and technicians can refer to software is consistently being updated to meet needs of user base it is a very useful tools **What do you dislike about ManageEngine ServiceDesk Plus?** It can be difficult to get both analysis and service desk to communicate with each other we request assistance and it took a while for manage Engine to get back to us **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Organisation is the best benefit that I received from the software additionally main training proper process for flow and accountability for resolving issue was another ### 46. Best service desk manager **Rating:** 5.0/5.0 stars **Reviewed by:** Dhilshan S. | ICT Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** Manage engine is the one of the best service desk platform available in the market. It is very easy to to use if properly implemented. Both customer and services teams are benefited by its reporting and notifications **What do you dislike about ManageEngine ServiceDesk Plus?** User interface can be made more accessible.Appearance can be made more modern **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would like to recommend Manage Engine service desk to make your IT service delivery team more efficient **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Manage engine solves major service delivery issues. Proper reporting including SLA violation,resolution and escalation automation makes an efficient service delivery team ### 47. Useful, but could be better **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk makes it easy to manage and update tickets from a technician's view. The user interface is simple and responsive, which allows for quick usage. **What do you dislike about ManageEngine ServiceDesk Plus?** From an administrative view, ServiceDesk is not very featured. It is fairly simplistic and basic on features to make workload & automation easier. **Recommendations to others considering ManageEngine ServiceDesk Plus:** ServiceDesk will meet your helpdesk needs and help manage your team within IT. Do consider other options, but if you're looking for something simple and easy, this is a good consideration. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have migrated from no ticket system to ServiceDesk, which helped with organization of tasks that needed to be done. ### 48. ServiceDesk **Rating:** 5.0/5.0 stars **Reviewed by:** Scott M. | Scott Martin, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** The ticket management system is fantastic and also boasts inbuilt asset management. **What do you dislike about ManageEngine ServiceDesk Plus?** The UI is very busy and has a lot going on, could be trimmed down for optimal experience. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use it as a helpdesk and ticket logging system for technical issues. ### 49. Pretty good service software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** This is a great place to keep track of our assets. We have it connected to active directory, which really helps us get an overall view of our company **What do you dislike about ManageEngine ServiceDesk Plus?** The layout is a bit overwhelming. Things you need to get to are not clearly in the forefront. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Organization. Before, we were just keeping track of assets in Excel, but this is a realtime look at who is utilizing what. ### 50. Best Helpdesk Platform for the $ **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher J. | House Elf, Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** I absolutely loved the licensing for this system. For a small business, being able to get advanced helpdesk functionality for free was absolutely budget saving. **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the maintenance screens are hard to figure out. Feels like a bit more than was needed was added to the system. Overall, its always my first choice and I have used it at 3 different jobs over 20+ years. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Just do it, you cant go wrong with free. Plus, all the features provided are those of a higher end system. We really like how easy the interface is to use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Servicedesk solved our need for a helpdesk system without breaking the bank. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-12+00%3A53%3A32+-0500&secure%5Bsession_id%5D=285aaddd-ba11-4a6e-9cfc-969044edbc63&secure%5Btoken%5D=84f2c799c6e6b77682690db4aa09b9a0cc094e30874f18d39817923732baeba1&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) - [OpManager Nexus](https://www.g2.com/products/opmanager-nexus/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 (1,290 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,782 reviews)