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 28 ManageEngine ServiceDesk Plus reviews.
Customization: Allows users to customize chat colors, text, logos, and branding. 32 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
User, Role, and Access Management: As reported in 34 ManageEngine ServiceDesk Plus reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: As reported in 31 ManageEngine ServiceDesk Plus reviews. Integrates with other customer service software to improve support and enhance functionality
Reporting: As reported in 34 ManageEngine ServiceDesk Plus reviews. Provides analytics tools that reveal important business metrics and track progress
Dashboards: As reported in 33 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 32 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
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: As reported in 32 ManageEngine ServiceDesk Plus reviews. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Based on 31 ManageEngine ServiceDesk Plus reviews. Respond to common requests with standard reply
SLA Management: Based on 32 ManageEngine ServiceDesk Plus reviews. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 33 ManageEngine ServiceDesk Plus reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: As reported in 32 ManageEngine ServiceDesk Plus reviews. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: As reported in 31 ManageEngine ServiceDesk Plus reviews. Central repository for account and contact information

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: Ability for customer service agents to communicate with customers via live chat to solve problems live 27 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks 24 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
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: Based on 93 ManageEngine ServiceDesk Plus reviews. Routes tickets automatically to the appropriate user.
Ticket Prioritization: Based on 95 ManageEngine ServiceDesk Plus reviews. Prioritizes tickets based on factors configured by the user.
Ticket Notifications: As reported in 99 ManageEngine ServiceDesk Plus reviews. Notifies the IT team when a ticket needs action.
Knowledge Base: Provides a forum for answers to common questions. 91 reviewers of ManageEngine ServiceDesk Plus have provided feedback on this feature.
Knowledge Base/Ticket Integration: Integrates knowledge base articles into a ticket. This feature was mentioned in 89 ManageEngine ServiceDesk Plus reviews.

Reporting (3)

Access & Usability (4)

Mobile: As reported in 74 ManageEngine ServiceDesk Plus reviews. Enables access to service desk features via mobile device.
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: Provides a directory of all users within an organization. This feature was mentioned in 91 ManageEngine ServiceDesk Plus reviews.
Multi-Channel Access: Based on 67 ManageEngine ServiceDesk Plus reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal.

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: Allows users to generate text based on a text prompt. This feature was mentioned in 12 ManageEngine ServiceDesk Plus reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 12 ManageEngine ServiceDesk Plus reviews.

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