ManageEngine ServiceDesk Plus Features

Platform (6)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 27 ManageEngine ServiceDesk Plus reviews.
Customization: Allows users to customize chat colors, text, logos, and branding. 31 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 33 ManageEngine ServiceDesk Plus reviews.
Integration: Integrates with other customer service software to improve support and enhance functionality 31 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Reporting: Provides analytics tools that reveal important business metrics and track progress 33 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Dashboards: As reported in 32 ManageEngine ServiceDesk Plus reviews. Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: User Experience of creating and submitting a ticket This feature was mentioned in 32 ManageEngine ServiceDesk Plus reviews.
Ticket Response User Experience: User Experience of responding and receiving a response 33 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Workflow: Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 32 ManageEngine ServiceDesk Plus reviews.
Automated Response: As reported in 31 ManageEngine ServiceDesk Plus reviews. Respond to common requests with standard reply
SLA Management: As reported in 32 ManageEngine ServiceDesk Plus reviews. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions 33 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives 32 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Customer/Contact Database: Central repository for account and contact information 31 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.

Communication Channels (5)

Customer Portal: As reported in 32 ManageEngine ServiceDesk Plus reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: As reported in 33 ManageEngine ServiceDesk Plus reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 27 ManageEngine ServiceDesk Plus reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Based on 24 ManageEngine ServiceDesk Plus reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: As reported in 24 ManageEngine ServiceDesk Plus reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Incident Management (5)

Automate Ticket Routing: Routes tickets automatically to the appropriate user. 93 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Ticket Prioritization: Prioritizes tickets based on factors configured by the user. 94 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Ticket Notifications: Notifies the IT team when a ticket needs action. This feature was mentioned in 98 ManageEngine ServiceDesk Plus reviews.
Knowledge Base: Based on 90 ManageEngine ServiceDesk Plus reviews. Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration: Integrates knowledge base articles into a ticket. 88 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.

Reporting (3)

Access & Usability (4)

Mobile: Enables access to service desk features via mobile device. 74 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Self Service: Enables employees to view the status of their tickets. 80 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Active Directory: Based on 90 ManageEngine ServiceDesk Plus reviews. Provides a directory of all users within an organization.
Multi-Channel Access: Enables access to service desk features through multiple channels such as email, phone, or the portal. This feature was mentioned in 67 ManageEngine ServiceDesk Plus reviews.

Administration (3)

Change Management: Based on 38 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system.
Asset Management: Based on 38 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization.
Reports & Analytics: Based on 39 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights.

Service Desk (3)

Help Desk: Based on 41 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help.
Incident Reports: Based on 41 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow: Based on 40 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Functionality (4)

Ticketing System: Based on 38 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging: Based on 38 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting: Based on 36 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues.
Automation: Based on 38 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance.

Management (5)

Reporting: Based on 37 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console: Based on 35 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management: Based on 35 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets.
Asset Management: Based on 36 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation: Based on 34 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Controls policies and configurations across business applications and hardware.

Monitoring (4)

Constant Monitoring: Based on 29 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Monitors systems constantly in real-time.
Timely Alerts: Based on 30 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Alerts users of incidents and issues as soon as they arise.
TIcket Accuracy: Based on 31 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Generates accurate incident reports.
AI Monitoring: Utillizes AI to monitor and report on incidents in real-time.

Management Tools (3)

Ticket Assignment: Based on 32 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Assigns tickets to relevant team members.
Standardization: Based on 30 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Cultivates a standardized workflow for enhanced organization.
Lifecycle Visualization: Based on 29 ManageEngine ServiceDesk Plus reviews and verified by the G2 Product R&D team. Grants transparent overviews for the lifecycle of each incident.

Generative AI (4)

AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 13 ManageEngine ServiceDesk Plus reviews.
AI Text Summarization: As reported in 13 ManageEngine ServiceDesk Plus reviews. Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 12 ManageEngine ServiceDesk Plus reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. 12 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.

Agentic AI - Service Desk (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Agentic AI - Help Desk (3)

Agentic AI - Incident Management (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Agentic AI - IT Service Management (ITSM) Tools (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives