--- title: ManageEngine ServiceDesk Plus Reviews meta_title: 'ManageEngine ServiceDesk Plus Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 251 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: 251 scale: '5' date_modified: '2026-09-02' 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:** 251 **AI Enabled:** This product embeds AI to enhance or extend its core functionality. ## 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 Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **ease of use** of ServiceDesk Plus, highlighting its intuitive interface and efficient features. (9 reviews) - Users value the **robust integration and intuitive interface** of ServiceDesk Plus, enhancing efficiency and support capabilities. (8 reviews) - Users appreciate the **user-friendly interface** of ServiceDesk Plus, facilitating easy navigation and efficiency for everyone. (7 reviews) - Users value the **comprehensive asset management** capabilities of ManageEngine ServiceDesk Plus for efficient inventory handling. (6 reviews) - Users praise the **fantastic customer support** of ManageEngine ServiceDesk Plus, enhancing their overall experience and satisfaction. (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 **implementation and configuration complex** , which can lead to a frustrating setup experience. (4 reviews) - Users find the **complex setup** of ManageEngine ServiceDesk Plus to be time-consuming and challenging for effective implementation. (4 reviews) - Users find the **learning curve steep** for ManageEngine ServiceDesk Plus, with complex setup and customization demands. (4 reviews) - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging, requiring extra time and training for effective usage. (4 reviews) - Users find **limited features** in ManageEngine ServiceDesk Plus, making ticket management and search functionality challenging. (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. ManageEngine SD Plus Streamlined Our Help Desk with ITIL and Smart Ticket Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Antonio M. | Director of Technology, Manufacturing, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 19, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine SD Plus has been a big help for our help desk by automating a large part of the process. Before that, we relied on Excel to manage cases, and user requests came in through voice calls, cell phone calls, and personal WhatsApp messages. That mix created chaos in service delivery and led to user dissatisfaction.

With ManageEngine SD Plus, we were able to organize the help desk in line with ITIL standards. For instance, we set up several official support-request channels by integrating it with email, Teams, corporate WhatsApp, and an easy-to-use web portal. The built-in AI, ZIA, is also very useful because it streamlines workflows by automatically assigning each ticket to the agent who should handle it.

From my perspective as the Director of Technology, it also gives me better visibility into agent activity and helps me manage our database of contracts and software licenses. **What do you dislike about ManageEngine ServiceDesk Plus?** I believe the company's needs are met by the solution, which offers a range of integrations and add-ons that allow us to expand its reach. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Without a doubt, the chaos in our customer service has been eliminated, and with SD Plus we’ve reached an average first response rate of 85%. On top of that, the contracts module has helped me plan IT expenses more effectively and stay on top of renewals so they happen on time. ### 2. Highly Customizable ITSM with Room for Agile Improvements **Rating:** 4.5/5.0 stars **Reviewed by:** Melih . | Solutions Architect Team Lead, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 03, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I like that ManageEngine ServiceDesk Plus is highly customizable and has rich configurations. It's very flexible and easy to integrate to or from other products, which increases the value I get from it. I use it as an ITSM solution for tracking tickets effectively and analyzing the big picture. It has a wide range of modules, like incidents, requests, problems, inventory, and changes, which make it powerful enough to track and convert incidents and requests effectively. It supports approvals from multiple people, which makes life easier by covering the needs before proceeding. It's quite easy to configure, and the product's nature understands the need for high customization. **What do you dislike about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus is a good product, but it improves slower than its competitors in my opinion. New features come in time, but when critical or customer-specific ones are needed, I cannot say it's agile on this matter. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I use it as an ITSM solution to track tickets effectively and analyze the big picture. It simplifies tracking with modules for incidents, requests, problems, and changes, and its customizability fits most companies' structures. ### 3. Robust ITIL Modules, but Initial Setup Can Feel Overwhelming **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 07, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** TSM Excellence (Ticketing & Beyond): It isn’t just for "my printer is broken" tickets. It follows the ITIL framework, meaning it has dedicated modules for Incident, Problem, Change, and Release Management. If you want to track the root cause of a recurring server crash or plan a company-wide software update with approval stages, SDP handles the logic. **What do you dislike about ManageEngine ServiceDesk Plus?** Initial Setup: The sheer number of toggles and settings can be overwhelming at first. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Problem: "The Black Hole" of Requests The Issue: Employees send requests via Slack, email, or "drive-by" desk visits. Things get forgotten, and users have no idea when their problem will be fixed. The Solution: A Centralized Service Portal and multi-channel ticketing (Email, Chat, Mobile App). The Benefit: Transparency. Every request has a tracking number and a clear status. Users feel heard, and IT managers can prove exactly how much work their team is actually doing. ### 4. Smooth Transition, Powerful Ticketing Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account added to their profile **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 23, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I find the ticket automation and escalation features incredibly helpful, as they reduce our team's manual efforts in handling support tickets. The integration with other ManageEngine tools, like Endpoint Central, is a huge plus, allowing remote access to internal users seamlessly. I also appreciate the smooth and straightforward deployment process that made setup a breeze for our large organization. **What do you dislike about ManageEngine ServiceDesk Plus?** The fact that you have to buy an instance if you want separate helpdesk portals for each department. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I use ManageEngine ServiceDesk Plus to centralize ticket management for support requests, generate reports, and automate ticket handling. It integrates with Endpoint Central for remote access, minimizing my team's manual effort. ### 5. A feature rich tool for IT management. **Rating:** 4.5/5.0 stars **Reviewed by:** Pawan K. | IT Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 21, 2024 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ManageEngine ServiceDesk Plus?** It provides a wide range of features that are useful for everyday tasks and also supports integration with various tools and services. ME has introduced a variety of new tools and integrations, which truly make it more powerful. I would also like to give kudos to the support team, who assisted us with different issues and helped resolve them. **What do you dislike about ManageEngine ServiceDesk Plus?** The portal is a little slow if you get the hosted plans. It takes some time to customise and get what you need with the tool. its slow but has too many features to look after. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Providing the right tools for managing IT tasks, as well as allowing other departments to be included in the portal, is a significant advantage. The platform offers a broad array of features that are helpful for daily operations and supports integration with a variety of tools and services. ME has rolled out several new tools and integrations, which genuinely enhance its capabilities. I also want to commend the support team for their assistance with various issues and for helping us resolve them. ### 6. Intuitive ITIL Workflows and Powerful Ticket Automation in ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul R. | Manage Engine Tool Administrator, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** February 04, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** I like best about ManageEngine ServiceDesk Plus is its easy-to-use interface, strong ITIL-aligned workflows, and powerful ticket automation. It helps streamline incident, problem, and change management, improves SLA adherence, and enhances overall service delivery and end-user satisfaction. **What do you dislike about ManageEngine ServiceDesk Plus?** I dislike about ManageEngine ServiceDesk Plus is that the initial setup and customization of workflows can be time-consuming, and some advanced features require additional configuration and training. The UI can also feel slightly heavy in large environments. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus solves the problem of inefficient service request handling, lack of visibility into IT operations, and poor SLA tracking by providing a centralized, ITIL-aligned service management platform. This benefits us through faster ticket resolution, improved user experience, better SLA compliance, streamlined workflows, and enhanced IT service delivery efficiency. ### 7. Easy to Use, But Field Limits and Weak Integrations Hold It Back **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 19, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** It is a simple interface design. Most features are easy to find. **What do you dislike about ManageEngine ServiceDesk Plus?** The limitations on the number of fields you can use make it difficult to build many of the customizations we want into our ticketing platform. It also doesn’t integrate well with some of our applications the way our old ticketing system did. Because of that, we had to create a connector to generate tickets in the old system based on ME tickets, keep that system around with minimal licensing, and continue handling those specific ticket types there. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is a decent ticketing system that helps us organize our issues and tasks that need to be completed. ### 8. Easy ticket management and simple assignment **Rating:** 5.0/5.0 stars **Reviewed by:** Israel O. | Technical support analyst, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **AI Translated:** This review has been translated from Spanish; Castilian using AI. **Reviewed Date:** August 05, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** The ability to manage tickets, the ease with which they are read, and above all, the ability to assign tickets easily **What do you dislike about ManageEngine ServiceDesk Plus?** Its interface is a bit austere and the lack of customization **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It solves my day-to-day in terms of being able to see my tickets, categorize them, and above all, manage the projector. ### 9. Flexible and Powerful—ServiceDesk Plus Enables a Lot **Rating:** 4.0/5.0 stars **Reviewed by:** Jacob M. | Systems Administrator, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 05, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** There is a lot of things you can do with ServiceDesk Plus, though a lot of it comes down to custom coding. **What do you dislike about ManageEngine ServiceDesk Plus?** I dislike that there isn't clearer documentation on how to do some things, such as doing webhooks or system field names. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using it for a ticketing system mainly. It's helping us keep track of issues our users have. ### 10. Great Integration and Customization, but Needs Smarter AI Ticket Replies **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** October 14, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** We love that ServiceDesk Plus integrates with ManageEngine's (Endpoint Central) other products, like Asset Manager and the main EC platform. The amount of features and customization in ServiceDesk Plus are thoughtfully put together. The interface is easy to learn and easy to navigate for new users, with super intuitive buttons and processes. This platform is used all day, every day, by a large team. When we need new features or even help with our current tenant, their support has been fantastic. **What do you dislike about ManageEngine ServiceDesk Plus?** Some additional AI features for automatically replying to tickets would be great, as the current replies are largely based on keywords. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Keeping the entire team informed of issues and giving all our end users one single, consolidated place to submit tickets and get replies is the biggest benefit, as with any ticketing system. Form a HelpDesk perspective, being able to see and reply to tickets either in the web portal or by email is a great boon. ### 11. A Great Tool for Managing IT Tickets and Customer Records in One Place **Rating:** 4.0/5.0 stars **Reviewed by:** Arvind K. | NMS administrator L2, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account added to their profile **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 22, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** Managing the all IT task record as ticket **What do you dislike about ManageEngine ServiceDesk Plus?** No, it good tool to managing all IT record & multiple customer in single point **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Need to enhance the site field, because many times customers have multiple locations (infra/office) and they want to record details location-wise, while still having a single consolidated view. ### 12. Very good tool for managing Service desk. We switched from Symphony Summit to ME. **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen K. | Director-IT, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 30, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** The platform is highly flexible, making implementation straightforward. Additionally, the reporting features are impressively dynamic. Integration with other apps is also easy. And off course good customer service. **What do you dislike about ManageEngine ServiceDesk Plus?** Managing tickets of multiple entity of a group company is little bit difficult as not having in-buit functionality. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The IT ticketing system offers a multilingual feature, support from the current software service provider, and is cost-effective compared to our existing ITSM tool. Additionally, its integration with Active Directory and other systems is a valuable advantage. ### 13. Flexibility is key for an ITSM tool and ServiceDesk Plus does not disappoint. **Rating:** 5.0/5.0 stars **Reviewed by:** Nigel A. | Director, Information Technology and Services, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** May 06, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** The ease with which ServiceDesk Plus can be implemented. Basic configuration is a breeze, but advanced features are not lacking for those looking to push the boundaries, especially if you are looking for increased automation. Easy integration with other ManageEngine products and other third-party vendors further enhances the capabilities of this platform. **What do you dislike about ManageEngine ServiceDesk Plus?** Direct support can sometimes be difficult to access effectively, but working with a local partner easily overcomes this. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus solves several key IT service management challenges, including: • Unorganised Ticket Management – Provides a centralised system to track, prioritise, and resolve IT issues efficiently. • Delayed Issue Resolution – Automates workflows, ticket assignments, and approvals to speed up IT support. • Recurring IT Problems – Helps identify and eliminate root causes with problem management. • Uncontrolled IT Changes – Implements structured change management to minimise risks and disruptions. • Lack of Asset Visibility – Tracks and manages IT assets to prevent mismanagement and compliance issues. • Limited Self-Service Options – Offers a self-service portal for users to log issues and find solutions independently. • Poor IT Compliance & Auditing – Ensures ITIL compliance and provides audit-ready reports for governance. • Inefficient Communication – Supports multi-channel communication (email, chat, phone, portal) for seamless IT support. ### 14. Efficient Ticket Tracking That Helps Us Resolve Issues Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Supermarkets | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account added to their profile **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** February 16, 2026 **What do you like best about ManageEngine ServiceDesk Plus?** This ticket system helps us track and resolve issues efficiently and in a timely manner. **What do you dislike about ManageEngine ServiceDesk Plus?** At present, I have absolutely no issues with it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use the ticket system for organization-wide issue tracking and resolution. ### 15. Best ITSM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Manmohan S. | Assistant Manager- Systems, Information Technology and Services, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 04, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to use ITSM tool for requester and technician, Userfriendly UI which allow the administrator to modify as per the requirements. **What do you dislike about ManageEngine ServiceDesk Plus?** There is delay in Support, apart from this there is no such dislike **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Below are the problems which is solved by ServiceDesk Plus. 1. Solved the requester to raised request instated to directly connecting to technician and track the incidents. 2. Allow technician to interact with requester on same request using the SDP portal. 3. Manage the inventory of Org. and there are multiple benefit ### 16. Comprehensive Helpdesk Tool with Robust Inventory Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 10, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** This is a highly comprehensive helpdesk tool that supports both inventory management and problem logging. **What do you dislike about ManageEngine ServiceDesk Plus?** The upgrade alters the software so significantly that users are forced to relearn how to use it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Creating incidents and managing requests for favors is convenient because everything is organized in one place. ### 17. Manage Engine Service Desk plus review **Rating:** 5.0/5.0 stars **Reviewed by:** Zafar Javed S. | Network Operations Center Engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 19, 2025 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ManageEngine ServiceDesk Plus?** It has many built in modules like change management, problem management. Also it can be easily integrated with Manage Engine's other solutions like OpManger, Asset explorer, end point central etc **What do you dislike about ManageEngine ServiceDesk Plus?** Initial configuration and implementation is bit tricky and need some patience. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Ticketing system is easily is most efficient feature ### 18. ITSM: Service Desk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** S S. | Senior Executive, Automotive, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 19, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** Manageengine Servicedesk Plus is basically a cloud-based tool, which is easy to use. The maintenance of the server is reduced. It has multiple features that we can utilize to cater to all service requests and workflows. The implementation is a bit complex, but if done properly, it works marvelously. We have deployed this as our Helpdesk and ticketing system, which all our employees use daily. The reporting features are very efficient and detailed. We have currently integrated the service desk plus with the Endpoint central portal. The customer support is very good and immediate. **What do you dislike about ManageEngine ServiceDesk Plus?** The implementation may be a bit complex. But if it is implemented effectively, it is good. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Consolidating the overall ticketing system and providing a one-step solution. Earlier, we were using multiple systems for the workflows; now we have consolidated it into one console with all the features. ### 19. Better Ticketing tool with additional modules **Rating:** 5.0/5.0 stars **Reviewed by:** Ajit B. | Engineer, Oil & Energy, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 29, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** One application with multiple modules like Ticketing tool, Asset, Project, Remote Desktop, etc. It will help to reduce the burden of IT helpdesk team. Also, this software you can extend to HR and Admin department. User friendly and easy to implement. We have done the integration with Microsoft Azure. **What do you dislike about ManageEngine ServiceDesk Plus?** Support requests with ManageEngine taking longer time than expected. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** For day-to-day helpdesk tickets maintaining and monitoring by using ManageEngine ServiceDesk Plus. Also, Asset inventory managing by ManageEngine ServiceDesk Plus. We are using Project Management for managing bulk project activities. We can schedule reports, alerts, notifications, etc. ### 20. Seamless Integration and Customization, Incredibly Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** kuldeep p. | System engineer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** November 25, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** Integration internally with other manage engine product. Customization and Ease of use. **What do you dislike about ManageEngine ServiceDesk Plus?** Advance configuration is hard. Limitation with standard reports. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** SDP centralizes all incidents and service request. Track both hardware and software assets. ### 21. Ok product only **Rating:** 1.5/5.0 stars **Reviewed by:** Tomas B. | Sys Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 08, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** Good price is probably the only thing that keeps us with it **What do you dislike about ManageEngine ServiceDesk Plus?** bad support and aging user interface, no automated upgrades **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Acts as a ticketing system and timelog for technicians ### 22. All in one IT Help Desk & Asset Management Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 15, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** 1) Flexible Deployment for On-Premise and Cloud 2) Good Dashboard & reports 3) Easy & Network discovery integration 4) Main modules I like best about are helpdesk & asset now. **What do you dislike about ManageEngine ServiceDesk Plus?** 1) Obviously cost, manage engine license is based on technician count instead of end users. 2) User interface looks old-fashioned compared to other products. 3) Network scan of assets takes more time sometimes 4) Scripting is a headache when it comes to advanced automation **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT Helpdesk System & Asset Inventory also remote connection ### 23. Good System for managing our devices **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 11, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** The centralized management of applications, patches, & updates makes ManageEngine a good system for our IT team. I use a lot of the features in this product every week and the customer support is very helpful when we need it. **What do you dislike about ManageEngine ServiceDesk Plus?** Software packages that are not included in ManageEngine take some time to get approved and added to the application list. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are able to resolve issues for our users with the tools in ServiceDesk. Often, we are able to resolve issues within minutes instead of hours or days. ### 24. Real-world review of ManageEngine ServiceDesk Plus **Rating:** 2.5/5.0 stars **Reviewed by:** Wunna H. | IT Project Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 22, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** The most helpful aspect of ManageEngine ServiceDesk, from my experience of over four years, is its user-friendly interface. It's easy to navigate and offers customizable features, making ticket management and incident resolution efficient. The platform's reporting tools provide valuable insights, and the prompt customer support ensures smooth operations. Overall, ManageEngine ServiceDesk has been an invaluable tool for our IT service delivery needs. **What do you dislike about ManageEngine ServiceDesk Plus?** Having used ManageEngine ServiceDesk for quite some time now, I have to say there are a few areas that leave much to be desired. The pricing structure is a bit of a sore point for me, especially considering the limited functionalities it offers compared to other top-tier products in the market. But perhaps the most frustrating aspect for me is the level zero support processing for end users. It often feels like I'm hitting a brick wall when trying to resolve basic issues, and the lack of responsiveness in this area is a significant letdown. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus, everything is organized and streamlined. I can easily submit tickets, track their progress, and communicate with the support team, all from one convenient platform. This has saved me so much time and frustration, allowing me to focus on my work without worrying about technical hiccups. Overall, ServiceDesk Plus has made my job a lot easier and more manageable. ### 25. Service Desk is convenient and easy for end users. **Rating:** 4.0/5.0 stars **Reviewed by:** Kim M. | IT Support Supervisor, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 03, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** I like that end users can go to the task bar and open a helpdesk ticket or view their helpdesk ticket. Like that it is integrated with AD and that users can open a ticket by email also. **What do you dislike about ManageEngine ServiceDesk Plus?** None that I can see so far. So far it has been good but we have not utilized every part of it yet. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Easily manage incoming concerns and issues in a timely manner. Allows helpdesk individual prioritize issues and maintain incoming incidents in a timely fashion. ### 26. Manage your inventory of the assets with ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Shraddha K. | Technical Executive, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a review partner **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 11, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** The most likely thing in ServerDesk Plus is its user friendly interface and also it is available in various editions like Enterprise, Professional, standard. Also it has flexible deployment options. It is easy to integrate with other Manageengine products as well for eg Endpoint Central, Patch Manager Plus. It is easy to implement. It has feasible customer support as you can simply raise tickets for your issue. **What do you dislike about ManageEngine ServiceDesk Plus?** It has some customization limitations has the console cannot be modified as per end users requirement. Also, there is customization complexity because it has some advanced options and features to be deployed. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is majorly helping us in raising tickets for our issue as it is a ticketing tool and also if the product is integrated with other ManageEngine product then inventory can be fetched in a single console. ### 27. ME - Service Desk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** mohamed a. | Senior IT Supervisor, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 25, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** Simple and easy to use, easily customizable **What do you dislike about ManageEngine ServiceDesk Plus?** so far i don't have anything to say about downfall **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Remote support & recording service incidents and documentation and work flow ### 28. ManageEngine ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Ankit S. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 19, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** We have been using ServiceDesk Plus for the last 4 years and it is very useful for ticketing purposes. It is very easy to use and implement for all modules, and it is integrated with other ME Products as well as third-party applications. Currently, it is frequently used everywhere and it supports customers in creating tickets and maintaining their IT and NON-IT Assets for their organization. **What do you dislike about ManageEngine ServiceDesk Plus?** We are using this application, the dislike of this application is we can fetch the report but sometimes clients want some customized reports which are not available in this application. For those customized reports, we refer to the Analytics Plus application. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is very useful for ticketing purposes as well as managing the assets. ### 29. ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Ankit P. | Technical Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 23, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is one of the best ITSM Tool that I have used. The implementation/installation is very easy for IT companies. If you are not able to do it, they also provide proper customer support who helps you throughout the implementation and also after the implementation when you start using the tool in your organization. There are a lot of features in this application which makes it user-friendly. It also offers integration with third-party applications as well as ManageEngine Applications. The frequency of use is high for IT organizations. **What do you dislike about ManageEngine ServiceDesk Plus?** One of the issues that users have complained about is its user interface for a new user who is logging in for the first time it becomes difficult for him to raise a ticket else everything is up to the mark. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus solves a lot of problems like its easy use where we can create multiple instances for different departments. It also becomes easy for the users to track their requests via the history tab in the request. The customer support is quite good; if we don't have a particular feature, they provide a workaround. ### 30. Best Ticketing/IT Help Desk Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Faiz A. | Technician Support Executive, Information Technology and Services, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 30, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus is the best ticketing/IT Helpdesk tool I have used till now. The UI is good which attracts the user to work comfortably while using the Application. It covers many modules like Request Management, Problem Management, Change Management, Release Management, Asset Management, CMDB etc. all in one which fulfills the need of the customer in one tool itself. They also provide customer services for Implementation & POC. It helps us keep records of incidents occurring/services provided in the organization. It has third-party integration which is very beneficial to the customers based on Application. All the modules are simple & best to use by the user as compared to other IT Helpdesk tools. The ServiceDesk Application is user-friendly to use in a company/organization. The services provided by the ManageEngine team for this application are great & beneficial for the customers. We can use this Application for our environment on a daily basis to keep the records & also to resolve the issues of the requesters. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes there are bugs in this Application, but the Technician or Developer provides solutions for the issues asap. If there are no permanent solutions, they provide a workaround for specific issues or resolve the issue in the latest build. Every Application has drawbacks, but how they resolve the issue is important. They provide the best customer service. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** This Application resolves many issues like requesters having the best UI to raise the request. Technicians are working to resolve the issue & close the request without facing any problem. As there was no Automation in Change Management earlier, the ManageEngine service provider for this Application provides us with Solutions/Workarounds, scripts to fulfill the requirements. Using this Application, we can get all the IT HelpDesk/Ticketing benefits. ### 31. Amazing IT service management tool **Rating:** 3.5/5.0 stars **Reviewed by:** Lakshay D. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 29, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** I like that ServiceDesk Plus is easy to use and navigate. It has helped streamline our IT service management processes and improved our overall efficiency. **What do you dislike about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus can be limiting for complex automations and customizations, making it less suitable for highly specialized needs. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is helping us take followups on our service requests and it automatically informs the responsible personnel for specific issues which helps us save time. ### 32. An excellent way to create and manage work orders in your IT environment. **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew P. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 22, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** I can create and use custom templates when creating a work order. ServiceDesk integrates well with Desktop Central. I can assign a user to a specific workstation in ServiceDesk and link it to Desktop Central. When a technician clicks on the icon to remote into the workstation through ServiceDesk, it will open up Desktop Central, provided the user is logged in. The technician will then be remoted into the workstation. Weekly reports are easily generated and helpful in our weekly huddle. The ServiceDesk interface is very user friendly and easy to teach our technicians to use. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes I am logged in as the incorrect user and have to log out of the application. Needs authentication implementations like Desktop Central. Main issue is security. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are able to easily create and manage work orders. We can also generate weekly reports and see how many requests are getting closed per technician and if we are violating SLA. ### 33. ManageEngine as ServiceDesk tool **Rating:** 2.5/5.0 stars **Reviewed by:** N G. | IT Engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** March 21, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine is user friendly and very easy to use. Price point is lower compared to its competitors. **What do you dislike about ManageEngine ServiceDesk Plus?** ManageEngine is sluggish at times. Less features than its counterparts. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Affordable ticketing tool. Good for small business. Can also manage company assets with the tool. ### 34. ITIL based Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Aamir A. | IT Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** November 03, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of use, has many built-in modules, integrate with office 365, has many built-in reports and customizable reports. Good customer support team. Easy to implement rules. **What do you dislike about ManageEngine ServiceDesk Plus?** It is a great product for small to mid size companies. Assets module is a real challenge in configuration. On-prem version stuck quite often, so recommend to go for a cloud version. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It helps any IT Department Helpdesk Team to organize and manage their daily tasks and for Supervisors to monitor and report the performance of his team. ### 35. One stop shop for all our company transactions **Rating:** 5.0/5.0 stars **Reviewed by:** Christian Nico M. | Customer care specialist, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 15, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** I like how we can create a ticket for very complicated concerns and have a specialist care of it. But what I love most about manage engine is our access to our company policy documents. Whenever I have some clarification about my benefits, I check it first before asking my manager. **What do you dislike about ManageEngine ServiceDesk Plus?** I don't have any at the moment. I hoped there was proper training on using all of its features or maybe a guide has been provided. This would help to make sure we don't make unnecessary mistakes. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus Is helping us take actions from our end without relying too much on our manager for the tickets. It also solves the problem of accessing the company policy from our end without seeking the document from our HR or manager. For me, this is important as I can review a policy privately. ### 36. An intuitive Service Desk management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul U. | Technical Support Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 05, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** The way it organizes ticket information for our IT helpdesk/service desk is very useful for our tech team. Simple interface to work with and a plethora of features available to add/remove importance field needed to get the job done. **What do you dislike about ManageEngine ServiceDesk Plus?** SSO Authentication on the portal sometimes causes trouble and logs out for no reason. There's a lack of training to use the plethora of features made available with the product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus is helping us solve our Global IT Service Desk ticketing, asset management, Procurement management, and purchase management needs. ### 37. An acceptable software but it has a lot of issues **Rating:** 3.0/5.0 stars **Reviewed by:** Devin Q. | Virtualization Administrator, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 03, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** It tries to be a jack of all trades, as it has a lot of features that combine into the ticketing system a few that we haven't even gotten a chance to try out or use. We just use the main ticketing feature along with checklists, automated monthly task listing, and a knowledge base. The ticketing system works well, its just a little quirky. **What do you dislike about ManageEngine ServiceDesk Plus?** What we dislike the most about it is that administration is a pain. Like all Manage Engine products the upgrade process is the smoothest and the integration with their other products is just a link to the splash page of said product. It could integrate their products better. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We generate a lot of tickets so it does ease the burden of organizing and automating monthly tasks and our workflow. Once everything is set up you can send off for the proper approvals, generate monthly tasking, add checklists to tickets. But it does have a lot of other things that we haven't even touched. ### 38. Best product **Rating:** 5.0/5.0 stars **Reviewed by:** Niladri S. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 20, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Very useful and user friendly environment. Infra teams are using this product to get alerts based on their requirements and based on incidents that happen. Support teams work based on tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** As of nothing, but recommending to increase chat support members on holidays. We wait sometimes to get support during holidays, sometimes issues occur due to critical updates. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Very useful and user friendly environment. Infra teams are using this product to get alerts based on their requirements and based on incidents that happen. Support teams work based on tickets. ### 39. Very good product to manage your support tickets **Rating:** 5.0/5.0 stars **Reviewed by:** farath k. | Manager - Information Technology & Security, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 19, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** Good user friendly tool to manage support tickets **What do you dislike about ManageEngine ServiceDesk Plus?** create Business rules incase of exception conditions **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** simplify ticket logging and easy to integrate with other tools ### 40. ITSM with great add-ons **Rating:** 4.0/5.0 stars **Reviewed by:** Joe B. | IT Systems Specialist, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 12, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Integrates with Endpoint Central to use with our devices. I like the mapping feature as well. AI features are neat as well **What do you dislike about ManageEngine ServiceDesk Plus?** Licensing can be quite confusing but other than that very good! **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Creating a service desk for internal employees. ### 41. great service desk tool **Rating:** 4.5/5.0 stars **Reviewed by:** Rose Ann E. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 05, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Manage service engine helps our team to reduce workload and manage our service ticket real time **What do you dislike about ManageEngine ServiceDesk Plus?** what I dont like is sometimes its crashes and some reporting tool or features is limited **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** manageworkflows ### 42. It's a good tool that provide you helpdesk solution **Rating:** 5.0/5.0 stars **Reviewed by:** Gopal J. | Financial Services, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 15, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** It's a good tool that provide you helpdesk complite solution in single interface and you can track and rivew all service request and export auto tickting report, you can manage all change request and incident management by this tool. **What do you dislike about ManageEngine ServiceDesk Plus?** I am useing this tools from last 2 year, and currently i am unable to find any dislike point. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** you can manage all service request very carefully and rivew all request and provide better sulution to organisation, also manage all change request and insicent management tool. you can check all ticket close histroy withing SLA. ### 43. Services Desk Plus is Excellent ticketing Tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | IT Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 07, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is a useful tool for logging services tickets. User friendly, very good ticketing handling, good asset management, easy to use, many functions and features. **What do you dislike about ManageEngine ServiceDesk Plus?** The search function is nearly useless and if you have a lot of tickets in the immediate archive, hard to implement. It's very limited in features and functionality. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Services Desk Plus is a wonderful tool to manage ticketing, monitoring, and new deployments. Great product with many features starting from the service desk, asset management, etc. ### 44. ManageEngine Engineer **Rating:** 5.0/5.0 stars **Reviewed by:** Sherif S. | ManageEngine consultant , Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 28, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Easy GUI more secure more faster Enhanced monthly **What do you dislike about ManageEngine ServiceDesk Plus?** More enhance for assets and workflow Dashboards **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Changes and realises ### 45. My experience has been amazing and productive! **Rating:** 4.0/5.0 stars **Reviewed by:** Brennon F. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 29, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** The most helpful thing has been the ticket management and the features in the change management section. This has improved our internal IT infrastructure and processes. **What do you dislike about ManageEngine ServiceDesk Plus?** The least helpful thing at this time is that we are still on the "on-premises" version of Service Desk. However, we are looking to move to a cloud-based system. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The most helpful thing has been the ticket management and the features in the change management section. This has improved our internal IT infrastructure and processes. ### 46. Review for ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Jayachandran C M. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 12, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Helpdesk Management and Asset Management **What do you dislike about ManageEngine ServiceDesk Plus?** Purchase, I am not using it as we have our own ERP for that. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Incident Management ### 47. Great Help Desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Nilson P. | Information Technology Application Support Analyst, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 10, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of use and manageability and adaptability and support from company **What do you dislike about ManageEngine ServiceDesk Plus?** Way too expensive for a help desk option. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Handling support requests from our users ### 48. Follow without forgetting **Rating:** 5.0/5.0 stars **Reviewed by:** Murat Barış . | Information Technology, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **AI Translated:** This review has been translated from Turkish using AI. **Reviewed Date:** September 15, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Inventory tracking and listing feature. Request tracking system. **What do you dislike about ManageEngine ServiceDesk Plus?** Screens are simple and clear, it just takes time to build the structure. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It definitely serves our purpose to track users and save time. ### 49. Service desk plus has made it easy for user to reach IT team via a centrally managed point. **Rating:** 4.5/5.0 stars **Reviewed by:** Dennis N. | Information Technology Support Analyst, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 17, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ManageEngine ServiceDesk Plus?** It is easy to use, easy to manage technicians and easy in tracking all service requests raised by users **What do you dislike about ManageEngine ServiceDesk Plus?** all is well so far except that its expensive **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Managing service requests and IT assets ### 50. Great ticketing tool for managing infra and services **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Media Production | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 03, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** -Easy to setup -Robust APIs -Easy integration with 3rd party services -Intuitive Ui, Easy escalation, and request reports -Role-based user management **What do you dislike about ManageEngine ServiceDesk Plus?** - Has lots of features to offer. A bit of learning is required -Reporting can be limited **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** -Direct Integration with other tools such as SIEM tools and code version control system, bug tracking which allows managing everything from one place. ## 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?section=pricing&secure%5Bexpires_at%5D=2026-09-14+23%3A10%3A20+-0500&secure%5Bsession_id%5D=bbd61afd-22e0-4be3-adad-9ca627409f4e&secure%5Btoken%5D=a4cfca07e5f4066b64d07fdbcc3ff125ffc0f98668b43ee22cd7d0ce7e6525c6&format=llm_user) ## 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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile 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 - Third-Party Integrations **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top ManageEngine ServiceDesk Plus Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,308 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,856 reviews)