ManageEngine ServiceDesk Plus Reviews & Product Details

ManageEngine ServiceDesk Plus Overview

What is 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 Details
Languages Supported
Arabic, Danish, German, English, French, Hebrew, Italian, Japanese, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Serbian, Swedish, Vietnamese, Chinese (Simplified)
Product Description

Run your IT with a complete web-based, ITIL-driven Help Desk & Asset Management tool.


Seller Details
Seller
ManageEngine
Company Website
Year Founded
1996
HQ Location
Pleasanton, CA
Twitter
@manageengine
6,239 Twitter followers
LinkedIn® Page
www.linkedin.com
119 employees on LinkedIn®
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ManageEngine ServiceDesk Plus Reviews

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Sales Director
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's highly recommended to use if you want to apply ITIL or any standard ITSM in our Operations. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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System Support Engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Detailed and easy to use with respect to configurations, Service Desk Flows, Managing Requests, Change, Incidents, Release, Projects, Purchase contracts etc. Review collected by and hosted on G2.com.

What do you dislike?

Their should be free simulation for all the available options not only demo portal. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Manage Engine Service Desk Plus is cost effective ITSM compliant solution. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Managing User request into the network and easy to align technicians to support end user query. Review collected by and hosted on G2.com.

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UP
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Similar to other ticketing system it allows a team to work on and have the workload distributed. Review collected by and hosted on G2.com.

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Director, Supply Chain Systems
Consumer Goods
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
Operations Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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aryan
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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 Review collected by and hosted on G2.com.

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ICT Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

User interface can be made more accessible.Appearance can be made more modern Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would like to recommend Manage Engine service desk to make your IT service delivery team more efficient Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Manage engine solves major service delivery issues. Proper reporting including SLA violation,resolution and escalation automation makes an efficient service delivery team Review collected by and hosted on G2.com.

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UI
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

From an administrative view, ServiceDesk is not very featured. It is fairly simplistic and basic on features to make workload & automation easier. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have migrated from no ticket system to ServiceDesk, which helped with organization of tasks that needed to be done. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Scott Martin
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ticket management system is fantastic and also boasts inbuilt asset management. Review collected by and hosted on G2.com.

What do you dislike?

The UI is very busy and has a lot going on, could be trimmed down for optimal experience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use it as a helpdesk and ticket logging system for technical issues. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

The layout is a bit overwhelming. Things you need to get to are not clearly in the forefront. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Organization. Before, we were just keeping track of assets in Excel, but this is a realtime look at who is utilizing what. Review collected by and hosted on G2.com.

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House Elf
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Servicedesk solved our need for a helpdesk system without breaking the bank. Review collected by and hosted on G2.com.

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AC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Manage status of tickets problems and repetitive tasks,complaints and reports. Review collected by and hosted on G2.com.

What do you dislike?

yet not any thing that i consider dislike for ServiceDesk plus ...its going well Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great IT Helpdesk solution. recommended. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Easily manage your team and performance of member as well as track tickets and complain ration and future planning to resolve repetitive tasks and tickets Review collected by and hosted on G2.com.

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AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Manageengine service desk plus is a complere IT solution with a lots of great features that gell with your organization. Manageengine can be customized as per your organization needs. I have tried a lots of helpdesk software but that one is awesome Review collected by and hosted on G2.com.

What do you dislike?

Simply say no to dislike... Its best and toper software in IT helpdesk industry Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Recommended for best operational result's Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

After implementation of manageengine a lots of manual working go into online mode. Setting tier and KPIs against generated tickets. Transparency, efficiencies & timely response level goes high Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

ME isn't like other software that only works for service desk, I think that this is the best, because the name makes you think about only service desk, but the true is that you can check every detail of your devices, take the control of your inventory (not only for IT devices), there are a lot of reports, well, it's a wide software and I'm sure that the price is great, and I know that I haven't discovered all the functions Review collected by and hosted on G2.com.

What do you dislike?

Nothing, I'm really happy me and my team think that it's a very complete software Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Nothing, I think that you're doing a great job and even you are increasing your products Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We took the control of the all the inventory, it was a disaster since we begin the operation. Now we can check if somebody has a not allowed software and our mail finally is free, before the employees used to send us the tickets by mail, but now we have ME and we can see all the tickets at the same time Review collected by and hosted on G2.com.

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IT Lab Engineer I
Mechanical or Industrial Engineering
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Easy to Navigate and control Tickets without having to sacrifice functionality Review collected by and hosted on G2.com.

What do you dislike?

Too many emails sent out to the customers Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Easy managing a ton of tickets at once. Review collected by and hosted on G2.com.

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UR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Servicedesk plus is a great tick logging software that provides a wide range of customizable fields as per your organizational needs Review collected by and hosted on G2.com.

What do you dislike?

Nothing to dislike, great product with awsume features Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Recommended for best results like reporting and monitoring of complaints Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Management of complaints is a difficult field that's need extra take care before service desk we have maintaing on excel which creates a lots of issues like reporting and tracking of tickets. Review collected by and hosted on G2.com.

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VAPT Auditor
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It is most usefull application for any tickets tool. Whenever user or customer having any issue. The simply raise a ticket on ManageEngine. Review collected by and hosted on G2.com.

What do you dislike?

Cost effective.. Need high requirement system to implement. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Very useful for ticketing tools. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Whenever user having any issues he simple raised a request on ManageEngine.. it will create one request. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the product as a whole. It has a lot of features that some of the others charge you even more for. In addition there is a option for either on-site install or cloud based install. Overall this is a feature rich application that doesn't break the bank. Review collected by and hosted on G2.com.

What do you dislike?

At times the support can take to long to respond, but overall nothing. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

They give you a free trial. Use it, you will like the product. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed a ticketing system to keep track of user issues, in addition we wanted to be able to integrate to AD and keep track of inventory. This product answered that call in spades. Review collected by and hosted on G2.com.

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System Administrator
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like working with ManageEngine ServiceDesk plus as it the best solution for ticketing system,

It cover all your need to fit in your working environment. I'm using it since 5 years, and i can say clearly it is powerful software for the tickting sytem, it contain asset discovery, projects, task, technicians, requester, work flow, change managment, and email notification. And this not all the feature it has more than this, i recommend it very much to replace any other ticketing system. The setup and use is easy. Support is fast and professional Review collected by and hosted on G2.com.

What do you dislike?

Nothing to mention, it is great and professional application for ticketing system Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend this application very much you will be extremely satisfied Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is ticketing system, change managment, asset explorer, software license adding, workflow, projects and reports Review collected by and hosted on G2.com.

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Applications Support Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Manage Engine Service Desk Plus top rated help desk software and asset management tool and manage calls from nontechnical and user . Review collected by and hosted on G2.com.

What do you dislike?

manage engine service desk pricing issue . Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

help desk requests and assets to enable manage and monitor clients Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

ServiceDesk Plus was very easy to use. One of the best things about it was being able to search for previous tickets or even terms used and ServiceDesk Plus was able to retrieve the information that was needed very quickly with promising results. Review collected by and hosted on G2.com.

What do you dislike?

There was not anything that I disliked about the product. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ServiceDesk Plus helped keep all our work requests in one place and kept good record of processes that needed completed. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

With this software we can tracking incident and analyze to fix the problem permanent. Review collected by and hosted on G2.com.

What do you dislike?

Overall this software very usefull but we cant change the report template like what we need. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

managing incident and request from user. Review collected by and hosted on G2.com.

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AG
Mid-Market(51-1000 emp.)