--- title: ManageEngine ServiceDesk Plus Reviews meta_title: 'ManageEngine ServiceDesk Plus Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 250 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: 250 scale: '5' date_modified: '2026-08-13' 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:** 250 ## 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 **What users like:** - Users find ManageEngine ServiceDesk Plus to have a **user-friendly interface** , making it easy for both requesters and technicians. (9 reviews) - Users appreciate the **wide range of useful features** in ManageEngine ServiceDesk Plus, which enhances their everyday tasks. (8 reviews) - Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians. (7 reviews) - Users value the **asset management capabilities** of ManageEngine ServiceDesk Plus for effective tracking and organization. (6 reviews) - Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for prompt and effective issue resolution. (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 **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging. (4 reviews) - Users find the **complex setup** challenging, making initial configuration and customization time-consuming and difficult. (4 reviews) - Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning. (4 reviews) - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced features. (4 reviews) - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets effectively. (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. 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.) **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. ### 2. A feature rich tool for IT management. **Rating:** 4.5/5.0 stars **Reviewed by:** Pawan K. | IT Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2024 **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. ### 3. 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.) **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. ### 4. Easy ticket management and simple assignment **Rating:** 5.0/5.0 stars **Reviewed by:** Israel O. | Technical support analyst, Enterprise (> 1000 emp.) **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. ### 5. 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.) **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. ### 6. 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.) **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. ### 7. 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.) **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. ### 8. 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.) **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. ### 9. 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.) **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 ### 10. 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.) **Reviewed Date:** September 19, 2025 **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 ### 11. ITSM: Service Desk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** S S. | Senior Executive, Automotive, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2025 **What do you like best about ManageEngine ServiceDesk Plus?** Manageengine Servicedesk Plus is basically cloud based tool, which is easy for usage. The maintenance of the server is getting reduced. It is multiple features which we can utlise and cater to all the service requests and workflows. The implementation is little bit complex, but if we do it in a proper way, it works marvelous. We have deployed this as our Helpdesk and ticketing system which all our employees are utlizing on a daily basis. The reporting features is very efficient and detailed. We have currently integrated the service desk plus with Endpoint central portal. The customer support is very good and immediate. **What do you dislike about ManageEngine ServiceDesk Plus?** The implementation may be 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 one step solution. Earlier we were using multiple systems for the workflows now we have consolidated it one console with all the features. ### 12. Better Ticketing tool with additional modules **Rating:** 5.0/5.0 stars **Reviewed by:** Ajit B. | Engineer, Oil & Energy, Enterprise (> 1000 emp.) **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 expacted. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** For day to day helpdesk tickets maninting and monitoring by using ManageEngine ServiceDesk Plus. Also, Asset inventory managing by ManageEngine ServiceDesk Plus. We are using Project Management for managin bulk project activities. We can scheule reports, alerts, notiricaton, etc. ### 13. 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.) **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. ### 14. 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.) **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 oldfashioned compared to other products. 3)Network scan of assets takes more time sometimes 4)Scripting is headache when it comes for advance automoation **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT Helpdesk System & Asset Inventory also remote connection ### 15. 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.) **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. ### 16. 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.) **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. ### 17. ME - Service Desk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** mohamed a. | Senior IT Supervisor, Enterprise (> 1000 emp.) **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 ### 18. ManageEngine ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Ankit S. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** We have using ServiceDesk Plus from last 4 yeasrs andit is very useful for ticketing purpose and it is very easy to use and even it is very easy to implement for all the module and also it is integrated with other ME Product as well as other third party application, currently it is frequently use for everywhere and as well as it is supported to customer for creating a tickets as well as maintaing tgheir 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 some time client wants some customized reports which is not available in this application , for those customized reports we refer to Analytics Plus application. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is very useful for ticketing purpose as well as managing the assets. ### 19. ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Ankit P. | Information Technology and Services, Enterprise (> 1000 emp.) **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 the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also after the implementation when you start using the tool in your organisation.There are lot of features in this application which makes it user friendly. It also offers integraton with third party applications & as well as ManageEngine Applications as well. The frequency of use is high for IT Organisations. **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 upto the mark. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk Plus solves lot of proplems like its easy use where we can create multiple Instances for different departments aslo it becomes easy for the users to track their request via history tab in the request, the Customer Support is quite good if we dont have a particular feature they provide a workaround. ### 20. 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.) **Reviewed Date:** October 30, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus is best ticketing/IT Helpdesk tool I have used till now. The UI is good which attract 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 fulfill the need of the customer in one tool itself. They also provide customer services for Implementaion & POC. It helps us for keeping records of incident occurs /service provided in the oraganization. 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 tool. The ServiceDesk Application is user friendly to use in company/oraganization. The services provided by Manageengine team for this application is great & beneficial for the customers. We can use this Application for our environment on daily basis to keep the records & also to resolve the issues of the requesters. **What do you dislike about ManageEngine ServiceDesk Plus?** Some times there is bugs in this Application, but the Technician or Developer provide the solutions for the issues asap. If there is no permanent solutions they provide the workaround for specific issue or resolve the issue in the latest build. Each & every Application has drawbacks but how they resolve the issue is the important. They priovide best customer service. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** This Application resolves many issues like requesters have best UI to raise the request. Technician 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 Solution/Workarounds, scripts to fullfill the requirements. Using this Application we can get all the IT HelpDesk /Ticketing benefit. ### 21. 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.) **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 mange work orders. We can also generate weekly reports and see how many requests are getting closed per technician and if we are violating SLA. ### 22. ITIL based Service Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Aamir A. | IT Manager, Mid-Market (51-1000 emp.) **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 buil-in reports and customizable reports. Good customer support team. easy to implent 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 challange in configuration. On-prem version stuck quite offten, 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 Superviosrs to monitor and report the performance of his team. ### 23. 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.) **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. ### 24. An intuitive Service Desk management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul U. | Technical Support Engineer, Enterprise (> 1000 emp.) **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. ### 25. Best product **Rating:** 5.0/5.0 stars **Reviewed by:** Niladri S. | Small-Business (50 or fewer emp.) **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 base on their requirements and base on incidents happen . Support teams work base on ticket **What do you dislike about ManageEngine ServiceDesk Plus?** As of nothing, but recommeding to increase chat support member on holidays. we wait sometime to get support during holidays, sometimes issue occur due to critical update **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 base on their requirements and base on incidents happen . Support teams work base on ticket ### 26. 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.) **Reviewed Date:** January 19, 2024 **What do you like best about ManageEngine ServiceDesk Plus?** Good user friedly 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?** simplyfy ticket logging and easy to integrate with other tools ### 27. great service desk tool **Rating:** 4.5/5.0 stars **Reviewed by:** Rose Ann E. | Enterprise (> 1000 emp.) **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 ### 28. 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.) **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. ### 29. 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.) **Reviewed Date:** August 07, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is a use ful tool for logging services tickets. user friendly Veery, Good ticketing handling, Good asset management, easy to use, manay funcations and features. **What do you dislike about ManageEngine ServiceDesk Plus?** The search funcation is nearly useless and if you have a lot of tickets in the immadiatve archive, hard to implements. It's very limited featureas and funcationalilty. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Services desk Plus is wonderful tool to manage the ticketing monitireng and new deploypement. Great product with many featureas starting the service desk, asset mangement. etc. ### 30. ManageEngine Engineer **Rating:** 5.0/5.0 stars **Reviewed by:** Sherif S. | ManageEngine consultant , Mid-Market (51-1000 emp.) **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 ### 31. Review for ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Jayachandran C M. | Mid-Market (51-1000 emp.) **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 ### 32. 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.) **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 to 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 ### 33. Follow without forgetting **Rating:** 5.0/5.0 stars **Reviewed by:** Murat Barış . | Information Technology, Mid-Market (51-1000 emp.) **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. ### 34. 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.) **Reviewed Date:** May 17, 2023 **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 ### 35. UserFriendly ITSM Product! **Rating:** 4.5/5.0 stars **Reviewed by:** Serdar S. | IT Security Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 26, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** This ITSM product is very useful for ticket management SLA processes. In addition, the inventory process in companies can be managed through this interface. It can also assign added inventories to active directory users. **What do you dislike about ManageEngine ServiceDesk Plus?** When an LDAP connection is made, one of the users has a embezzled inventory, if the user closes, the inventory is wasted and no notification is received. It's getting harder to keep track of it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine ServiceDesk makes our work very easy in Inventory processes. Also, the reporting aspect is very strong. It also has a strong side such as bulk import. ### 36. It was good and it help my skills too. **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher B. | IT Service Desk Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine ServiceDesk Plus helps in a way to increase productivity, time management, and fast actions but with total client or customer satisfaction. **What do you dislike about ManageEngine ServiceDesk Plus?** I think there's no bad part in ManageEngine ServiceDesk Plus since I'm exploring it more and I hope my employer considers this as a tool to provide better services to more clients. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I don't think that there's a problem with ManageEngine Service Desk Plus since I'm not totally using it in my daily job but hoping to use it more in my job to explore my skills also. ### 37. Great Cloud Based Help Desk System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** The ticketing system integrates well with Microsoft 365 so your user accounts are synced daily. The Asset system for computers is nice to have so you can assign the computers to the users that have those computers. Email integration works very well for email-based ticketing and communication with staff about their issues. It ticks all the boxes on what you need from a help desk ticketing system. **What do you dislike about ManageEngine ServiceDesk Plus?** It would be nice if there was an agent to put on computers for system reporting to the help desk. Alongside that, it would be nice if there was remote control integrated into the help desk system agent if there were one. Endpoint Central has this agent with remote control integration, but adding that to the Help Desk would also be nice to have as well. The Purchase orders side of the system is a PITA. The on-prem version is nice. You fill out the PO, and it adds all the things you added in the PO to the system so they're there the next time you might order the same things. The Cloud version is the opposite. You have to manually add all the information about a product you are going to purchase before you can add it to the PO you are putting in the system. It makes it the worst part of the system to use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We couldn't get all of our field users accessing the help desk when they weren't at the office. Using the Cloud version has solved this issue, since they can be anywhere and access the help desk. The email system worked well for both on-prem and cloud, but staff being able to login to the system is beneficial when they wonder if we're looking at the tickets. ### 38. My ManageEngine ServiceDesk Plus Perspective **Rating:** 5.0/5.0 stars **Reviewed by:** Yahya A. | Desktop Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** All in one place reports incidents management and other things **What do you dislike about ManageEngine ServiceDesk Plus?** I did not dislike any thing in this software every thing is perfect **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** making accurate reports ### 39. Ideal for managing incidents, tasks, order of changes among other functions **Rating:** 4.5/5.0 stars **Reviewed by:** Jonnathan D. | IT Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** I like Service Desk plus because everything is already easy to configure according to the needs of the organization. **What do you dislike about ManageEngine ServiceDesk Plus?** What I do not like about Service Desk Manage Engine is that the manufacturer's support in my case does not offer it in Spanish, in my case I am from Latin America and I am not very good at English. Other than that, all the features are very good. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service Desk Manage Engine has solved problems such as incident documentation, change control, asset management, process flow at the IT level. ### 40. Very satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** Edgie G. | Desktop Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** MSP it help the users to track configuration. It also has built-in asset and project management. **What do you dislike about ManageEngine ServiceDesk Plus?** None so far. All is the best, base on my experienced. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Techinicians can resolve the issues in no time and reduce the end-user frustration due to issue resolving process. ### 41. Great performance and great knowledge base for working with IT **Rating:** 5.0/5.0 stars **Reviewed by:** Josip R. | Senior Engineering Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** I like ServiceDesk Plus because of the ease of use, highly intuitive interface and features to manage assets, changes and more in one platform. We are currently using it in 80% of our company and have had promising results, it has allowed us to effectively manage all incidents and IT in the organization. Striking quality is how effective it is at tracking tickets and the garden of knowledge that can be retained to provide quick solutions to common problems that our internal users and customers may have. **What do you dislike about ManageEngine ServiceDesk Plus?** We have experienced short delays in receiving tickets and slow response times from the platform sometimes, it has not happened consistently, however it may also be due to the quality of our internet connection on those occasions. **Recommendations to others considering ManageEngine ServiceDesk Plus:** There are many alternatives on the market for working with IT, however, this is the best option for small to medium-sized businesses in every way, from design and operation to support and price. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Through the use of this tool, we have been able to provide quick solutions to many problems without too much effort. The ability to automate IT responses to tickets is amazing, as is the automatic ticket assignment which saves us all a lot of work. I like their built-in approval system and how easy it is to track all open tickets to make sure everything is flowing in the right order and that no tickets are left unanswered ### 42. Easy to understand and use **Rating:** 5.0/5.0 stars **Reviewed by:** Shahbaz K. | Information Technology Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 12, 2023 **What do you like best about ManageEngine ServiceDesk Plus?** Your daily report status and categories of tickets **What do you dislike about ManageEngine ServiceDesk Plus?** I didt see the bin..like everyone can see my tickes and resolution **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Merging of two tickets ### 43. Manage Engine - Helpdesk and Asset Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** This is one of the best service desk tools in the industry to adhere ITSM process. Incident Management, Change Management and Asset Management tracking tool. Compare to rest of the products in the industry it is cost-effective **What do you dislike about ManageEngine ServiceDesk Plus?** Online Support is not good. whenever there is an issue support team is asked to Restart the server Still, the features can be enhanced with release management and patch management **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Initially, the incidents and changes were manually updated in an excel sheet. After adopting tp Manage Engine Service Desk plus Incidents were tracked and resolved on priority basis adhering to the SLA defined ### 44. ServiceDesk is #1 tool every IT need to use **Rating:** 5.0/5.0 stars **Reviewed by:** Karam N. | Senior IP Network Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** Using a ServiceDesk to manage your staff IT Request is essential for any company or organization that needs to track and evaluate the IT Department tasks. **What do you dislike about ManageEngine ServiceDesk Plus?** The mobile application of the platform needs to be more professional. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I manage +200 staff from IT Side point of view, ServiceDesk allow me to manage the tickets and request based on priorities and time is calculated for each ticket on how long does it wait to be resolved. ### 45. Tools for service deskmanagement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** This is good to manage all user tickets along with their asset, also it has inbilt reports which you can customize, it has feedback form which can integrate with user ticket sales. **What do you dislike about ManageEngine ServiceDesk Plus?** There is nothing to dislike about it but some of the automation they need to workuppne, I. E. When you configure sla atomation in incident there are multiple option to configure escalation matrix but in service tickets still they are working on it. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This serve the purpose of helpdesk management as well asset management **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Now endusers become more happy since here no need to monitor each engineer efficiency individually all thanks to feedback automation link with service tickets. ### 46. Best Helpdesk Asset Tool ever! **Rating:** 5.0/5.0 stars **Reviewed by:** Adam L. | Senior Architect, Law Enforcement, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** This tool keeps track of our entire organization's assets, incident and change management, user integration, and ticket resolution. SDP has given us insights into our environment like we never had before. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes there are duplicate entries for computers or users, but this is not a massive issue. You can delete them when they occur within the inventory or set up a rule to ignore particular values upon scanning ActiveDirectory. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Instead of keeping manually updated Excel sheets or paper documentation on what incidents take place for our end-users or what computers we have in our inventory, this digital footprint keeps our counts of in-use versus in-store assets up to date dynamically and accurately. ### 47. The best helpdesk tool we have worked so far. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** The most liked about the ServiceDesk tool is the core functionalities and build-in integration with other ManageEngine products such as OpManager & AD Audit. ManageEngine has its customer portal where customers can raise their tickets from there. The most liked feature for us is GUI **What do you dislike about ManageEngine ServiceDesk Plus?** No, we never faced any challenges with this tool. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have seen growth in our helpdesk team. They can able to showcase the productivity with help of the ServiceDesk. ### 48. ServiceDesk Plus - A great tool for tracking service desk requests **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus is an excellent product for logging, tracking and monitoring the service desk requests. It is of great help to track and manage the request workflow. It provides visibilty of the requirements, bugs or concerns raised for a particular project. One can assign a particular request to a group of developers or developer who will be working on the same. One can also define the timelines with respect to requirements in the project. **What do you dislike about ManageEngine ServiceDesk Plus?** The ServiceDesk Plus is a great tool from ManageEngine and there are no dislikes for it. The tool can be customized as per the requirement of the industry/organization. The tool is reliable, stable and secure. The patch updates and upgrades are easily available for ServiceDesk Plus. The tool has a easy to use GUI. Each request raised has a Service Desk number through which it can be searched for and reffered through. The tool is being used widely and can be accessed over url. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Yes I would surely recommend others to try this tool as it is very easy to use and user's can log requests and track it using the same. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus is useful for senior management as it is not only used for logging requests but it also gives a wholistic view in the form of dashboard which tells how many requests were raised, how many are on hold, how many were released to production, how many were closed and so on. Its a great tracking tool where the engineer can add notes, set the actions, change the status and more. The tool can record the data and the same can be made available for audit purpose. ### 49. Its very light and easy to manage but also very effective and based on ITSM workflows. **Rating:** 4.5/5.0 stars **Reviewed by:** Syed M. | System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2021 **What do you like best about ManageEngine ServiceDesk Plus?** It works on the basis of ITIL standards. Reports related to incidents can easily exported and represented to the management. Managing Incidents and Support team is quite simple and easy from the portal. **What do you dislike about ManageEngine ServiceDesk Plus?** It is good for small and mid-sized organizations only. **Recommendations to others considering ManageEngine ServiceDesk Plus:** It is really helps the small to mid size organization to manage the daily IT requests/incidents. Managing the IT team with SLA's and providing clean requests of all the IT members and end users requests. Incident management comes with the free trail of SDP product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** - Managing IT support team daily tasks - End user requests handling - Keeping the record of inventories with the association relation with its users from the same portal. - Maintaining the SLA's and workflows - Creating reports and help management to take decisions on that basis for the support team. - A true implementation of change management - Handling the tracking the Project tasks. ### 50. ManageEngine ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** April 19, 2022 **What do you like best about ManageEngine ServiceDesk Plus?** Service catalog, Change Request module and Ticketing module **What do you dislike about ManageEngine ServiceDesk Plus?** Asset management module, require a lot manual work and not support for agent **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Resolve daily IT operation. user can log ticket without call or email. ## 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?filters%5Bnps_score%5D%5B%5D=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+09%3A22%3A26+-0500&secure%5Bsession_id%5D=49c2fd25-06d4-4188-8170-7a802ceb5470&secure%5Btoken%5D=24dbeecdfcffadde4c62e91006d3f208e2abccba1c92efae252d821f148df52e&format=llm_user) ## ManageEngine ServiceDesk Plus Integrations - [ManageEngine ADManager Plus](https://www.g2.com/products/manageengine-admanager-plus/reviews) - [ManageEngine Applications Manager](https://www.g2.com/products/manageengine-applications-manager/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [OpManager Nexus](https://www.g2.com/products/opmanager-nexus/reviews) ## 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 (1,302 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 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