# ManageEngine ServiceDesk Plus MSP Reviews **Vendor:** Zoho **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 15 ## About ManageEngine ServiceDesk Plus MSP ServiceDesk Plus MSP is a web based, ITIL-ready help desk software designed specifically for managed service providers. This all-in-one ITSM solution delivers comprehensive help desk, service desk, account management, asset management, remote controls and advanced reporting in a multi-tenant architecture with robust data segregation. It empowers service providers to offer services and support to multiple clients with centralized controls. ## ManageEngine ServiceDesk Plus MSP Reviews ### 1. ServiceDesk has held improve our IT Operations **Rating:** 4.5/5.0 stars **Reviewed by:** Brennon F. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2023 **What do you like best about ManageEngine ServiceDesk Plus MSP?** The upside of ServiceDesk Plus is that you can modify workflow that matches your organization's needs. This way, you can streamline the work process and make things easier. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** The least helpful thing in ServiceDesk Plus is the occasional bugs that it has when communicating to end users and services. For example, when sending an email back in the ticketing system the template I created for automatically filling in the ticket link is not working. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** This software has helped solve communications issues between our IT department and our end-users who need help on a daily. This also helps fix the communication internally among the IT department staff members. ### 2. ITIL compliant IT service management made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Gregory D. | Cybersecurity, Compliance and Data Protection Officer, Electrical/Electronic Manufacturing, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about ManageEngine ServiceDesk Plus MSP?** I wish I had known about ServiceDesk Plus earlier in my career! This software is the most straightforward and comprehensive ITIL service management tool I've found during my research. The Enterprise edition includes everything from incident management to change management and CMDB. Moreover, it is the only one I found that is available not only as a Cloud application but also on-premise. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** The ServiceDesk Plus platform can be costly if you have many agents and require the Enterprise edition (which is the one that covers the whole ITIL scope, including asset management and CMDB) because the pricing model is based on the number of agents (i.e. technicians). On the positive side, the number of users (i.e. requestors) is free and unlimited. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** ManageEngine's ServiceDesk Plus allows us to manage the whole IT service management lifecycle: - incident management - problem management - change management - release management - service catalogue - asset inventory - project management - self-service portal - software asset management - etc. ### 3. Simple ticketing system with powerful tools **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2023 **What do you like best about ManageEngine ServiceDesk Plus MSP?** The multiple ticket views allow different types of IT/HelpDesk personalities to customize how they organize their tasks. Not everyone thinks and organizes in the same way and I think the 3 different views with full customizability is an underrated feature of SDP. It allowed us to get immediately set up and organized, replacing an older system which was nowhere near intuitive by comparison. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** I do find that some aspects of ME SDP can be a bit overcomplicated sometimes and that a simpler approach or option would be a better solution to some of these features. Such as email/new ticket filtering. I feel like having a "rule" or "policy" based **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** It is currently being used as a help desk ticketing system and is helping us organize and triage support requests in a priority and sequenced manner. It also allows us to view and keep track of metrics for technician performance, and category types of tickets to see which types of tickets are coming in. ### 4. Manage Engine ServiceDesk Plus is just 'ok' **Rating:** 3.0/5.0 stars **Reviewed by:** Jason R. | Youth Coach, Enterprise (> 1000 emp.) **Reviewed Date:** April 10, 2023 **What do you like best about ManageEngine ServiceDesk Plus MSP?** Manage Engine ServiceDesk Plus is a good and reliable ticketing system for a small to mid-size company. The features are a good base set of tools and mostly intuitive. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** ManageEngine ServiceDesk Plus has horrible customer support, as they outsource all of their support to a foreign country. It is always very difficult to get proper & timely support for this product (and others made by ZoHo Corp). **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** Manage Engine ServiceDesk Plus is / was helping us solve inefficiencies with tech support. It has also helped streamline operations for not just IT Helpdesk support, but other areas of the company as well. ### 5. Best solution to manage multiple customer **Rating:** 5.0/5.0 stars **Reviewed by:** Harvinder S. | Practice Head - Tools, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2023 **What do you like best about ManageEngine ServiceDesk Plus MSP?** easy to Manage and configure as per customer's requirements **What do you dislike about ManageEngine ServiceDesk Plus MSP?** flexible working windows will push this to next level **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** This enables us to manage multiple customers from a single console. ### 6. Easy to use and well documented. **Rating:** 4.0/5.0 stars **Reviewed by:** Chrysanthos C. | National CSIRT ANALYST, Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2022 **What do you like best about ManageEngine ServiceDesk Plus MSP?** Is easy customizable to perform any use case. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** A better user interfae could be implemented. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** Day to day tasks and requests for the IT team ### 7. Nice and easy **Rating:** 4.0/5.0 stars **Reviewed by:** Atanas D. | Systems Technician II, Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2021 **What do you like best about ManageEngine ServiceDesk Plus MSP?** E-mail notifications to users and technicians. Set a reminder e-mail for events. Merging and splitting requests. Easy to set up and sync with Office365. Also, you can track inventory and assets with it. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** It is deleting emails from the mailbox it is fetching from, and there is no way to stop that "feature". The only possible way is to set another mailbox that fetches the emails and keeps them for archive purposes. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** This is perfect for managing helpdesk tickets. Automatic assigning them to teams is very helpful, if set properly. It is a cloud version, which removes the requirement of in-house equpment. ### 8. Service Desk Plus is a magnificent help desk software. **Rating:** 4.0/5.0 stars **Reviewed by:** Humberto P. | Director de TI / CIO, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2021 **What do you like best about ManageEngine ServiceDesk Plus MSP?** What helps the most is the ability to keep all the incidents reported by users from different companies or business entities in one place. Additionally, as part of the incident logging, all the required information is provided so that they can be easily tracked. Their licensing system is easy to understand and support, their prices are affordable, their support desk is very friendly and respects the contracted SLAs, which gives us confidence and assurance that they will be there when needed. Similarly, their support engineers helped us configure the software on our own network. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** Well, I could say that the setup can become an issue, since it requires buying the policy for them to configure it for me, which leaves me in a complicated situation because you don't get the know-how to do it on your own. However, if we do it ourselves, it takes longer, especially if we haven't operated it before. Well, I could say that the setup can become an issue, since it requires buying the policy for them to configure it for me, which leaves me in a complicated situation because you don't get the know-how to do it on your own. However, if we do it ourselves, it takes longer, especially if we haven't operated it before. **Recommendations to others considering ManageEngine ServiceDesk Plus MSP:** Before acquiring it, I recommend that you discuss the complexity of your networks and ensure that the way it is used is well understood by the department, as well as the scope of the configuration and the number of companies to cover. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** The problems I have solved include having all user reports from all companies in a single repository. These are more than 100 daily reports that are received and can now be tracked. I solved another credibility issue for the technology area, as in cases of confrontations with users, the history is now available to review and provide the best response and solution to requests or complaints. ### 9. ManagedEngine Service Desk - Great for multiple service desks under one organization **Rating:** 4.0/5.0 stars **Reviewed by:** E.G. B. | Sr Manager, IT, Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2021 **What do you like best about ManageEngine ServiceDesk Plus MSP?** Extremely configurable to meet your specific service desk needs. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** Not as much help available to help with the configuration as I would have preferred. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** We aren't the first company to have these specific areas of service desk needs, and the community is a big help. We have multiple lines of business, and the individual service desks need to be separate but still have a common structure and the ability to share information. ### 10. ServiceDesk Plus- Nice multiutility tool **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek A. | Joint Director, PCRA, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2020 **What do you like best about ManageEngine ServiceDesk Plus MSP?** It has plenty of regular use tools integrated into one. We use incident management, self-service portal, inventory and asset management, and incident and change management. All tools work quite well. The price of the solution is very reasonable for the same toolset and quality as compared to other alternatives. The tool is very friendly and easy to use. It was not difficult to train personnel. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** User Interface can be improved and made more intuitive. Some of the options are not so straight forward to find. **Recommendations to others considering ManageEngine ServiceDesk Plus MSP:** ManageEngine ServiceDesk Plus has 3 different categories. Users should review their requirements beforehand and look for the appropriate version of the software. Customization options, from what I could gather, can be challenging and users needing heavy customization may get details of their requirements prior to procuring. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** We are using the tool to meet a number of our requirements. It has helped manage our inventory better, self-service portal helps all our users easy access to manage their accounts, change passwords, etc. which has reduced workload of email admins, change management has been streamlined to a great extent. Reporting is very useful, and although it lacks customizations, it has been able to meet our requirements to a great extent. ### 11. Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2021 **What do you like best about ManageEngine ServiceDesk Plus MSP?** Manageengine helps us not have to reset passwords **What do you dislike about ManageEngine ServiceDesk Plus MSP?** I dislike that users get locked out sometimes **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** No problems while setting up, benefits are saving time ### 12. Full-featured Ticket tracker that is easy to learn **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2019 **What do you like best about ManageEngine ServiceDesk Plus MSP?** The design isn't overly complicated. After joining a company that had already implemeneted ServiceDesk, it only took one training session to learn everything I needed. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** The autoresponses have some odd formatting sometimes. It can be customized to make the emails more aesthetically pleasing, but I wish that the default email styling was a little better. **Recommendations to others considering ManageEngine ServiceDesk Plus MSP:** This is a fully-enterprise solution. For any implementation serving less than 50 users please evaluate carefully. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** Servicedesk provides an easy way for me to track and complete requests and tickets. Within the organization, it allows reports and status to be easily shown with live updates. ### 13. Complete IT solution internal customer handling **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2019 **What do you like best about ManageEngine ServiceDesk Plus MSP?** I have never seen such a great application which can be modified and customized as per your organizational needs. Great experience. Reports and KPI of templates creation is easier **What do you dislike about ManageEngine ServiceDesk Plus MSP?** Nothing to dislike, it's fulfilled our company requirements **Recommendations to others considering ManageEngine ServiceDesk Plus MSP:** Recommended those organizations whome meet and maintain IT equipment live 24/7 **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** Tracking and logging and monitoring is need of every company and all things fulfilled by manageenginge ### 14. ManageEngine ServiceDesk Plus for helping our IT Helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2019 **What do you like best about ManageEngine ServiceDesk Plus MSP?** with this software all request from the user can centralization to our helpdesk team. and we can use it for reporting. **What do you dislike about ManageEngine ServiceDesk Plus MSP?** this software have so much features so we need time to time to learn about this software. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** all request in one software, so the user who need guide from IT Helpdesk can making a ticket. ### 15. ServiceDesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about ManageEngine ServiceDesk Plus MSP?** The ease of use and sending in tickets to helpdesk and the quick response time of our staff **What do you dislike about ManageEngine ServiceDesk Plus MSP?** I don't like that not everyone in our company uses the services or even knows about it. **Recommendations to others considering ManageEngine ServiceDesk Plus MSP:** Tell your entire staff how to use the product and let them know what features are available and what is not. **What problems is ManageEngine ServiceDesk Plus MSP solving and how is that benefiting you?** Quick response times to field staff and properties. ## ManageEngine ServiceDesk Plus MSP Discussions - [What is ManageEngine ServiceDesk Plus MSP used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-msp-used-for) - [How i the best way to implement ?](https://www.g2.com/discussions/how-i-the-best-way-to-implement) - 1 upvote - [View ManageEngine ServiceDesk Plus MSP pricing details and edition comparison](https://www.g2.com/products/manageengine-servicedesk-plus-msp/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-16+06%3A28%3A10+-0500&secure%5Bsession_id%5D=52428116-fdf2-4364-a411-efcb30d453c7&secure%5Btoken%5D=35deb934c0a8d48a29387905ea24f21771c6a0667fb2f8836d10e51e5010bae3&format=llm_user) ## ManageEngine ServiceDesk Plus MSP Features **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Reporting** - Dashboards - Time Tracking - Surveys **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top ManageEngine ServiceDesk Plus MSP Alternatives - [Autotask](https://www.g2.com/products/autotask/reviews) - 4.3/5.0 (556 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,285 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews)