--- title: ManageEngine ServiceDesk Plus Reviews meta_title: 'ManageEngine ServiceDesk Plus Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 249 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: 249 scale: '5' date_modified: '2026-07-17' 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:** 249 ## 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. ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** Manage status of tickets problems and repetitive tasks,complaints and reports. **What do you dislike about ManageEngine ServiceDesk Plus?** yet not any thing that i consider dislike for ServiceDesk plus ...its going well **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great IT Helpdesk solution. recommended. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Easily manage your team and performance of member as well as track tickets and complain ration and future planning to resolve repetitive tasks and tickets ### 2. Smartness with service desk plus **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** Manageengine service desk plus is a complere IT solution with a lots of great features that gell with your organization. Manageengine can be customized as per your organization needs. I have tried a lots of helpdesk software but that one is awesome **What do you dislike about ManageEngine ServiceDesk Plus?** Simply say no to dislike... Its best and toper software in IT helpdesk industry **Recommendations to others considering ManageEngine ServiceDesk Plus:** Recommended for best operational result's **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** After implementation of manageengine a lots of manual working go into online mode. Setting tier and KPIs against generated tickets. Transparency, efficiencies & timely response level goes high ### 3. Boundless but easier than I thought **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Chemicals | Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** ME isn't like other software that only works for service desk, I think that this is the best, because the name makes you think about only service desk, but the true is that you can check every detail of your devices, take the control of your inventory (not only for IT devices), there are a lot of reports, well, it's a wide software and I'm sure that the price is great, and I know that I haven't discovered all the functions **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing, I'm really happy me and my team think that it's a very complete software **Recommendations to others considering ManageEngine ServiceDesk Plus:** Nothing, I think that you're doing a great job and even you are increasing your products **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We took the control of the all the inventory, it was a disaster since we begin the operation. Now we can check if somebody has a not allowed software and our mail finally is free, before the employees used to send us the tickets by mail, but now we have ME and we can see all the tickets at the same time ### 4. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Alex J. | Sr Systems Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to Navigate and control Tickets without having to sacrifice functionality **What do you dislike about ManageEngine ServiceDesk Plus?** Too many emails sent out to the customers **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Easy managing a ton of tickets at once. ### 5. ManageEngine ServiceDesk Plus Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Roy K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** it is simple to use and very User friendly **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing. This software is used a lot by our organization **Recommendations to others considering ManageEngine ServiceDesk Plus:** It is easy to setup and for your users to use. it keeps track of all your issues and lets you run reports on these issues **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using it to keep track of IT Issues and other various issues. ### 6. Overall Experience in ManageEngine. **Rating:** 4.0/5.0 stars **Reviewed by:** Ahetesham A. | VAPT Auditor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** It is most usefull application for any tickets tool. Whenever user or customer having any issue. The simply raise a ticket on ManageEngine. **What do you dislike about ManageEngine ServiceDesk Plus?** Cost effective.. Need high requirement system to implement. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Very useful for ticketing tools. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Whenever user having any issues he simple raised a request on ManageEngine.. it will create one request. ### 7. Execellent trouble ticket application, for a really good price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** March 04, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** I like the product as a whole. It has a lot of features that some of the others charge you even more for. In addition there is a option for either on-site install or cloud based install. Overall this is a feature rich application that doesn't break the bank. **What do you dislike about ManageEngine ServiceDesk Plus?** At times the support can take to long to respond, but overall nothing. **Recommendations to others considering ManageEngine ServiceDesk Plus:** They give you a free trial. Use it, you will like the product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a ticketing system to keep track of user issues, in addition we wanted to be able to integrate to AD and keep track of inventory. This product answered that call in spades. ### 8. ManageEngine ServiceDesk plus best ticketing system solution **Rating:** 5.0/5.0 stars **Reviewed by:** Mohamed Hamdy E. | System Administrator, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** I like working with ManageEngine ServiceDesk plus as it the best solution for ticketing system, It cover all your need to fit in your working environment. I'm using it since 5 years, and i can say clearly it is powerful software for the tickting sytem, it contain asset discovery, projects, task, technicians, requester, work flow, change managment, and email notification. And this not all the feature it has more than this, i recommend it very much to replace any other ticketing system. The setup and use is easy. Support is fast and professional **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing to mention, it is great and professional application for ticketing system **Recommendations to others considering ManageEngine ServiceDesk Plus:** I recommend this application very much you will be extremely satisfied **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It is ticketing system, change managment, asset explorer, software license adding, workflow, projects and reports ### 9. MANAGEENGINE SERVICEDESK PLUS **Rating:** 4.0/5.0 stars **Reviewed by:** Imran B. | Applications Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** Manage Engine Service Desk Plus top rated help desk software and asset management tool and manage calls from nontechnical and user . **What do you dislike about ManageEngine ServiceDesk Plus?** manage engine service desk pricing issue . **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** help desk requests and assets to enable manage and monitor clients ### 10. ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus was very easy to use. One of the best things about it was being able to search for previous tickets or even terms used and ServiceDesk Plus was able to retrieve the information that was needed very quickly with promising results. **What do you dislike about ManageEngine ServiceDesk Plus?** There was not anything that I disliked about the product. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ServiceDesk Plus helped keep all our work requests in one place and kept good record of processes that needed completed. ### 11. ManageEngine ServiceDesk Plus For our IT request **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2019 **What do you like best about ManageEngine ServiceDesk Plus?** With this software we can tracking incident and analyze to fix the problem permanent. **What do you dislike about ManageEngine ServiceDesk Plus?** Overall this software very usefull but we cant change the report template like what we need. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** managing incident and request from user. ### 12. Easy to use, Fantastic Asset Management, Easy to create rules for ITIL **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Graphic Design | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** I love the Asset Management and Ticketing software. It is easy to associate an asset with a ticket as well as be able to connect to the user to fix any issues they may be having. Its a once stop shop for your IT ticketing needs. **What do you dislike about ManageEngine ServiceDesk Plus?** They have yet to be able to connect to Slack which has become one of the most used communication software within business. The customer service is sometimes lacking as well and hard to reach them. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Look around at other ticketing software. Pricing though is fantastic **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Easily tracking problems with software, hardware, networking etc. Can go back and look at old tickets for previous fixes. ### 13. Simple Ticketing service **Rating:** 4.5/5.0 stars **Reviewed by:** Michael T. | System Administrator, Renewables & Environment, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** We use ManageEngine for our I.T. Ticketing. It allows us to customize the ticket for a simple user friendly experience for the client. Where they can submit exactly which applications is giving them issues. As well as letting us know whether or not the internet is giving them problems. It seems to be a fairly stable application. We keep it updated and the recent patches are stable. **What do you dislike about ManageEngine ServiceDesk Plus?** The only thing I would say I dislike about it, is that any issues with ManageEngine typically require a reboot which is not ideal during business hours. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The problems we are solving is, ManageEngine gives us a ticket service where someone can email Helpdesk and it will automatically add a ticket for helpdesk to reach out. ### 14. ServiceDesk Plus Organizes the SysAdmin Life! **Rating:** 5.0/5.0 stars **Reviewed by:** Robert L. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** For the most part, ease of use. We went with the Enterprise version and I have difficulty with using certain features (ie. Change Management & Projects), due to the amount of information to put in or my lack of experience in those areas. The collection of information in one interface is nice (ie. Requests, Solutions and Asset Management are the three main features I value most. The Service Request feature is great, many information choices available for tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** With the product, there's not much I don't like. I just wish I had more time to learn some features we purchased and put it to better use. What I use daily (Requests, Solutions and Asset Management), I like a lot. **Recommendations to others considering ManageEngine ServiceDesk Plus:** We used the free edition for awhile. But, as our team grew and device count grew, as well as my responsibilities. The need for more features became necessary. If you're on the fence about going with ServiceDesk Plus, just try it free. You'll grow to love it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Organization of requests, solutions and asset information. Before ServiceDesk Plus, we had no knowledge base and requests were handled mostly through emails that I was getting lost in. It was hectic and unmanageable. Now, my team relies on ServiceDesk Plus and about 95% of our customers (internal) place requests using ServiceDesk Plus. Which is much more manageable than email, phone calls and walk ups or "by the way"... ### 15. Lightweight Cost - Heavy Impact **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel B. | Chief Innovation Officer, Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** SDP fits neatly into our budget and yet delivers features and functions that have transformed our support service delivery that would have cost us thousands more over the years that we've used this product. **What do you dislike about ManageEngine ServiceDesk Plus?** Occasionally new releases have caused minor issues by creating new bugs or unexpected product behavior but the SDP support team is VERY responsive to these concerns and has minimized the impact. **Recommendations to others considering ManageEngine ServiceDesk Plus:** SDP has allowed us to dramatically improve our service delivery through the use of SLA tracking, knowledge base features, live chat, and reports that help justify staffing levels and identify technology needs and trends throughout the organization. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** SDP is the foundation upon which our department has been able to quantify the work being performed, justify staffing levels, and identify trends and strategic technology needs for the organization. ### 16. Favorite Help Desk Management Software **Rating:** 5.0/5.0 stars **Reviewed by:** Zachary H. | Senior Information Systems, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I love that Service Desk is more than just ticket management. It allows you to manage users, inventory, and projects. So I'd say one thing that I like the best about this is that the fact that it's multi-functional in it's use. It's extremely easy to use and integrates with Active Directory which is a huge plus. The ability to email from the application or from Outlook for instance and track correspondence is a nice feature as well. Overall I'm very happy with this application. **What do you dislike about ManageEngine ServiceDesk Plus?** The ability to add custom triggers on ticket submissions. This feature is lacking. When someone submits a ticket that has specific keywords I would like the ability to customize replies from the system based on those keywords. Or when I get assigned a ticket for instance I would like to setup custom replies from the application as well. The ability to customize is not all there, but I have seen a lot of improvements in the most recent updates and I would imagine feature updates like this are coming soon. **Recommendations to others considering ManageEngine ServiceDesk Plus:** They are on the upward swing with updates recently. I have been very satisfied with their support. Computer management, warranty status, even the ability to print bar codes aside from the standard ticket system abilities makes this a huge win in my book. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Using this application allows us to manage our information technology team as well as keep our end-users updated on ticket statuses. The communication problems are always present in business environments. Service Desk steps in and helps by making it extremely easy to keep everything from users and inventory, to ticket status, and project involvement up to date so everyone can see and be a part of this. The benefits from this are is that it reduces call volume are current tickets. People aren't calling to check on the status of their tickets as they can just login to Service Desk or check their emails to find out the status. ### 17. Help Desk and Service Desk Loaded with Features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The software is really smart. It is easy to pull information on scanned assets and see a quick summary. It is easy to see the history of an asset and what types of tickets have been created related to that asset. The software allows for a lot of customization. This helps cater the program to fit your own individual needs. **What do you dislike about ManageEngine ServiceDesk Plus?** Since we are a small IT team, the product can also have too many features that make simple things seem like a daunting task. The software can also have glitches every once in while. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have been able to track tickets in one place. We have also been able to assign users to specific assets. It becomes easier to track who owns or is connecting to specific assets. We also have a lot of computers and it helps the IT team know what software has been installed, how much RAM, model information, Service Tag info, etc. This has helped us keep this info centralized. ### 18. A very easy to setup and deploy yet efficient and effective ITIL based service support desk **Rating:** 4.5/5.0 stars **Reviewed by:** Saad Ahmed K. | GRC Consultant , Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine Service Support Desk is very easy to setup and deploy, as it offers out of box ITIL based workflows that can be adopted by any organization with little changes. Also it is very easy to develop workflows and implement ITIL practices as per your organization requirements. **What do you dislike about ManageEngine ServiceDesk Plus?** There are some limitations like you cannot remove some fields in templates using drag and drop, some workflows are built in and its not easy to modify them. But these are drawbacks for grown up organization which are practicing ITIL workflows from years, as far as for organization new to ITIL practices it is blessing in disguise. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If your organization is new to service support and ITIL practices its one of the best product available in the market **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine is complete Service Support Solution thus it is supporting us all service and support related activities from ITIL help desk to ITIL workflows including change management, incident management, asset and configuration management, problem management, knowledge database and sla management etc ### 19. ManageEngine ServiceDesk Plus is a cost-effective helpdesk solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Graphic Design | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Excellent helpdesk management software, even at the free tier. Its integration with other ManageEngine products lets you tailor the software to your exact needs. **What do you dislike about ManageEngine ServiceDesk Plus?** The newer versions tend to be more resource-intensive on the web client side of things. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a way to track our helpdesk issues, and ServiceDesk Plus is much easier to use and manage than our previous attempt at a home-grown SharePoint solution. ### 20. Great budget friendly helpdesk solution **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The software is very easy to set up and maintain. It also had a lot of customizability for branding and making the ticketing system behave however you would like. **What do you dislike about ManageEngine ServiceDesk Plus?** The documentation is a little bit sparse compared to other solutions, but their forums are pretty active so finding an answer to an issue often doesn't take too long. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would recommend you take a little bit of time familirizing yourself with everything under the Admin tab. There are a lot of things that I spent time trying to figure out if Servicedesk+ had them and found out the functionality already existed. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a helpdesk system that would allow us to divide our staff into teams that can handle their own issues but also collaborate on issues that concern the entire IT department. Servicedesk+ has allowed us to achieve this ### 21. Decent full featured help desk software **Rating:** 4.0/5.0 stars **Reviewed by:** Alan H. | Owner, CEO, Chief Publisher/Webmaster, Entertainment, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Being able to manage my tickets, peruse open tickets and creating tickets in a straightforward manner. I can also search for past tickets and in our setup, be able to utilize the assets tab to search for assets throughout campus that we have installed. **What do you dislike about ManageEngine ServiceDesk Plus?** Too many clicks to get to where we need to go to. The search function, while much needed is also in bad need for a revamp as keyword bring too much generalization. No inbuilt chat function in the software. The now constant reminders of not claiming tickets that are unclaimed in the queue. The mobile app for Android and iOS are nearly useless...the mobile site with "desktop site enabled" is a better bet. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If it is simple you are looking for, ServiceDesk Plus could be it. Needing a more fluid solution and you will need to look elsewhere for a help desk solution. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Fast and straightforward ticket resolution is the big thing for us. The ability to search for past tickets either in the current queue or on our archive...to note, searching the archive can be a bit daunting. ### 22. Has the basics of a good product... **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The software allows me to audit against what machines we have onsite and also who is using them. **What do you dislike about ManageEngine ServiceDesk Plus?** It's not the most user friendly piece of software. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Search around for better products, but for the cost of this it isn't too bad. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It makes it a lot easier to work out who is using what hardware, rather than having to run around the site writing everything down. ### 23. Cheap and Easy to install, best to use **Rating:** 4.5/5.0 stars **Reviewed by:** Dennis J. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The installation and the configuration progress was very easy with the configuration assistent. Overall, it is very easy to use and user friendly. **What do you dislike about ManageEngine ServiceDesk Plus?** - The purchase process in the helpdesk is not really easy to use - it is not possible to declare Office365 Liceneses correctly **Recommendations to others considering ManageEngine ServiceDesk Plus:** One of the best helpdesks i ever used (i worked with 5-10 diffrent systems). Easy to use and a good and fast support! **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** - helpdesk - inventory - projects - change management (most ERP) ### 24. ManageEngine ServiceDesk Plus Review **Rating:** 4.5/5.0 stars **Reviewed by:** Kelly A. | Network Administrator, Law Practice, Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** We have a ticketing system now! It's nice to have a central location for users to email and have it automatically generate tickets. I think the end users appreciate having an interface where they can see the status of issues that they've raised. **What do you dislike about ManageEngine ServiceDesk Plus?** Not terribly intuitive. Need HTML email! My boss doesn't like the interface. Says that it's too busy and that it's just "too much". It would be nice if the automatic emails that get generated were a little prettier than just normal text. Maybe that's something that I'm just missing and can go back and explore further. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Useful product for any size business. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We started using ServiceDesk Plus about a year ago and have finally rolled out a ticketing solution to our users. It works well so far for us but the interface seems too busy and is not very intuitive for admins to navigate. It's nice to have one dashboard though for all of our department to see what issues are coming in rather than everyone just keeping their own handwritten notes. ### 25. Surprise Surprise **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing. **What do you dislike about ManageEngine ServiceDesk Plus?** The initial set up of the system does take a lot of diligence and time but this is not necessarily a bad thing if you want to get things right and organized. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Integration with both ticketing, solutions and assets. It is an all inclusive ITL product that I would highly recommend. As long as presets and training is provided for end users who will be using it, this program is amazing. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Being able to track every aspect of an issue and metrics provide very good measure of success. ### 26. Convenient, user friendly, highly recommended **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy V. | Mental Health Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** If I have IT problems, I could easily access servicedesk plush. Type out my problems and submit with ease. I can then get back to work. Highly recommended. **What do you dislike about ManageEngine ServiceDesk Plus?** The interface is minimum, looks a bit outdated **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would recommend it. Anything that helps me get back to work sooner while allowing me to access IT support if I have any computer problems is a strong recommendation in my book. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I'm making sure my computer is secure to keep the participants I serve confidential. ### 27. Service Desk Plus **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The only thing that I would say is good about Service Desk Plus is the speed of the application. One thing that is good about Service Desk Plus is the ability to import asset tracking into the system **What do you dislike about ManageEngine ServiceDesk Plus?** There are many features I think could be improves upon, I am biased because the previous ticket system had everything we needed but it was slow and crash constantly. We also couldn't import assets into the system for tracking, **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would recommend a side-by-side comparison between your current ticket system and Service Desk Plus and determine what is vital and what is not necessary. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The primary use of Service Desk Plus is the ticketing system aspect that is used by our Service Desk to create and send tickets to support. ### 28. ManageEngine ServiceDesk Plus 9.3 Enterprise **Rating:** 3.5/5.0 stars **Reviewed by:** Demetrius V. | Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The tool is relatively easy to set up and does not necessarily require external consulting. **What do you dislike about ManageEngine ServiceDesk Plus?** Because it is a standard tool, it is sometimes difficult to get customized features, or it takes long before the features become available. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Making sure you understand which part of the setup is system wide, because it might be hard to change that later, without having a major impact for all teams using the tool. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are gradually moving all support teams to SDP in order to improve the communication (avoiding media breaks between different support tools) and in order to have a uinque source for reporting (avoiding having to manually consolidate reports from multiple sources); ### 29. Simple yet effective ticketing and change management system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** It integrates tickets, change management, and purchases all in one place and allows end users an easy way to enter help tickets **What do you dislike about ManageEngine ServiceDesk Plus?** You can not delete or edit replies to tickets if there are mistakes. Sometimes has other quirks, but nothing that has been major. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Help desk tickets, change management, and purchase order tracking ### 30. ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Fund-Raising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine provides frequent updates and enhancements to ServiceDesk Plus. They also publish a "roadmap" so you can see what enhancements they are working on. It is fast, intuitive, and provides a broad collection of tools to manage all aspects of the help desk. This includes template-driven ticket creation, asset management, change management, solution database, PO tracking, built-in help desk satisfaction survey, as well as support for project tracking. **What do you dislike about ManageEngine ServiceDesk Plus?** The survey tool is a little inflexible (can't change the order of the responses). The project tool could be a little more powerful if it allowed imports from Excel or other flat file. **Recommendations to others considering ManageEngine ServiceDesk Plus:** It's a solid tool that is actively supported. Negotiate as there may be some flexibility in the pricing model. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Tracking of IT support performance along with purchase tracking were two areas of focus, and we have seen improved compliance of tracking support tickets, along with more control over the purchase process. ### 31. ManageEngine - Service Desk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Barry W. | Head Of Technical Support Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** We utilise ManageEngine - Service Desk Plus not only within the IT department but also across the wider business. We find it a flexible tool to be able to log, track, maintain and report on incidents and issues. It has a clean look & feel and is very intuitive. Also when we have a technical issue we get a good response from the ManageEngine support team with a remote session quickly established if required We are currently looking at their cloud based solution to replace the onsite server. **What do you dislike about ManageEngine ServiceDesk Plus?** If i was looking for an area of improvement then sometimes we outsource some of the more intricate reports to our QlikView system - this allows drill down whereas the standard reporting within the system is sometime a little limiting **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have one platform for logging tickets & calls for multiple areas within the business. The system is used by IT - for the service desk... Facilities - For the building maintenance... Catalogue Teams - for logging and tracking changes to the catalogue and also Customer Services for customer enquiries etc.... ### 32. review ServiceDesk Plus Professional **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Very easy to install and immediately you will have, ticketing tool, with problem change asset and knowledge management. Cheaper then other product and can expand its functionality using Python, java to run customized scripts and automate processes. You can integrate with Desktop central and automate account creation in AD. You can integrate with ME analytics and manage KPI **What do you dislike about ManageEngine ServiceDesk Plus?** it doesn't have release management, OLA management, major incident management, proper communication tool to send #1 #2 updates and this tool needs a niche skills to maintain, average IT cannot administer it. Problem requests interface is not flexible as incident and change requests are. Only documentation are not straight forward, instructions are written for the developer himself not for humans to read and follow. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Automate service requests, Stream line change management with business requirement reduce number of incident by implementing problem management process. manage SLA between support teams. ### 33. Used for 5+ Years **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I like the ability to have automatically assigned Tickets. It's easy to create reports that provide information on all parts of a ticket. As an engineer it is incredibly easy to see what tickets have been assigned to yourself so easily work towards them as well as the amount of time you have already applied to the tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** It takes a lot of effort to actually setup ManageEngine SD to use it's full capacity and we are still setting it up to do everything we want. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Take a lot of time to learn the back end of Manage ServiceEngine as you'll get a lot more out of it if you do. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** How to assign and control tickets assigned to multiple departments in our Service desk. ### 34. Good Servicedesk software with many features **Rating:** 3.5/5.0 stars **Reviewed by:** Sergey K. | IT Helpdesk II, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Good ticketing system that covers all bases and is customization some what. **What do you dislike about ManageEngine ServiceDesk Plus?** Terrible update process. If you run out of license time, it is a huge pain in the butt to upgrade and get the database on the same level. Expect day of downtime for your techs. Also user responses when resolved closed/are bit confusing when sent to email. Doesnt have handling for tech to respond from their own email to a ticket, this would be a wonderful feature. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Look at all options on the market. Maybe there is a better designed UI for helpdesk software out there that is more intuitive and straightforward. We dont touch about 90% of the backend. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It solves the need for tracking user help requests. A service desk helpdesk solution that tracks user tickets and ties in nicely to LDAP in AD. ### 35. A powerful helpdesk and ticket management system **Rating:** 4.0/5.0 stars **Reviewed by:** Greg G. | Support Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I love the ease of use. Many of the items are very intuitive and user friendly and don't require a lot of training to get up and running. **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the items don't apply well to our business and to my knowledge they are not removable. It would be great if these items could be turned off. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Carefully review all of the settings when completing the initial setup. This is key to get it up and running properly. If possible get someone well versed in the software to assist with the initial setup. It will make things much, much smoother. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We solved the big problem of being able to document our time and projects in a system that would easily allow our financial and operations team to pull it out, invoice customers and keep things organized. ### 36. Very Helpful - A lot of features **Rating:** 4.0/5.0 stars **Reviewed by:** Anthony H. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** I like that it organised my jobs and automated job creation by email. **What do you dislike about ManageEngine ServiceDesk Plus?** I haven't had the time to figure out the update process. Wish it was just as simple as clicking a button. (Everything I need is working fine anyway) **Recommendations to others considering ManageEngine ServiceDesk Plus:** Take the time to set up properly. I didn't and now I cannot find the time to go back and re-set it up. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Tracking IT jobs, recurring issues, and assets. ### 37. Excelent Help Desk Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel H. | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Compliant with ITIL best practices, very user friendly and customizable. **What do you dislike about ManageEngine ServiceDesk Plus?** The Self-Service portal could be more customizable. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Better Incident management, and we were able to follow ITIL guidances with the tool ### 38. Love this product for Patches/Updates for PCs and Servers. also great tools like Remote Control **Rating:** 4.5/5.0 stars **Reviewed by:** Eric C. | Sr. Network Administrator / IT Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 23, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** consistency of new updates appearing to allow us to Approve or Disprove for rollouts. **What do you dislike about ManageEngine ServiceDesk Plus?** constant build or software updates that needs the services shut down to run. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** allows us to stay up to date with Microsoft and 3rd party updates. great resource for inventory and specs/data around it, also software installed per device. the remote control tool is extremely beneficial especially with having multiple sites. ### 39. ASC ManageEngine Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Its a simple enterprise product to utilize with many modules to enhance the experience and use of ServiceDesk. **What do you dislike about ManageEngine ServiceDesk Plus?** The reporting could enhanced to provide greater analysis with little time to create. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Its a cost effective solution that is easy to implement without the analysis required to assess & obtain a help desk system. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Its being used by IT support for internal staff to report any technology issue, requires for any IT related service such as Cell Phones, Projector, Trade Show support, etc. It provides IT to track all support incidents, provides a knowledge base for repetitive type problems, reporting for management to justify additional IT resources. ### 40. Great service desk **Rating:** 5.0/5.0 stars **Reviewed by:** Gary J. | IT Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine is easy to use. Easy to customize. Okay reporting **What do you dislike about ManageEngine ServiceDesk Plus?** There isn't much to dislike. Simple interface. **Recommendations to others considering ManageEngine ServiceDesk Plus:** As long as you are not a very large enterprise, ManageEngine is a very slick ticketing system. Easy to use and implement. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine Allowed us to implement an easy solution for a service desk. They also have other products that seem to mesh well together. ### 41. Good Product to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** You can get as detailed as you would like. **What do you dislike about ManageEngine ServiceDesk Plus?** Sometimes there are too many options. So you really need to spend time on the initial setup. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Plan and set up correctly, Plan and plan as there are many options. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** This helps keep track of all helpdesk calls and inventory of software. ### 42. Appropriate Incident management Solution For A Medium-Sized Organization **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Photography | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I like the options and customization it offers, despite it not being too intuitive to implement them. Also am very interested in the auto technician assignment and rule engine **What do you dislike about ManageEngine ServiceDesk Plus?** Its licencing model as it stops working when the licence for the product expired,it should at least allow a single technician without licence **Recommendations to others considering ManageEngine ServiceDesk Plus:** You need smart and adaptable technicians to fully utilize this application. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ManageEngine offers anything you'd want in an ITSM, but with an outdated interface that can be cumbersome to navigate and use from a technician perspective. If you can figure out the "tricks" to using it and making it do what you want, it will suit any medium-sized organization. ### 43. Great Helpdesk Software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** User friendly, easy to set up and manage, asset inventory, customizable **What do you dislike about ManageEngine ServiceDesk Plus?** Training videos can be hard to understand **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Helpdesk management, self-service portal for password resets ### 44. A total solution for our company **Rating:** 4.5/5.0 stars **Reviewed by:** Randy M. | Disaster Recovery Analyst, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** It's a complete solution. It has a front end that end users can understand easily, making it effortless to log into the application to view their submitted tickets. It has everything the technical team needs to do their jobs efficiently. It even has a work timer, which is not a common feature in service desk applications. **What do you dislike about ManageEngine ServiceDesk Plus?** Viewing a certain technician's tickets should be easier than setting up a ticket group filter and having to find them that way. It takes a few extra steps compared to other programs like CA Service Desk. Very minor gripe in the big picture though. Reports for work timers don't always seem to be accurate if entering time on a ticket that was previously worked on. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Train end users on benefits of using the system early on. Encourage early adoption and show how it can make task workflow easier on everyone. We didn't start doing this until the technical team had fully adopted it, and it was slow progress from there. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** This is our centralized asset management tool, which used to be managed in Excel/Sharepoint. This gives us granular control over what data is stored in relation to each asset, and makes it easy to distribute equipment and track it during its lifecycle. We can also manage IT contracts for software that we would normally have to maintain ourselves. This feature lets you know when something is coming up for renewal before it's time to scramble. ### 45. Simple and flexible product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to setup, nice data export features. SQL query available. Nice integration with other ME products. **What do you dislike about ManageEngine ServiceDesk Plus?** Would like a custom report builder with more possibilities. Better custom form management/editor. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Easy to see what the main issues are for quick wins. Easy issue tracking. Nobody is forgotten. ### 46. ManageEngine ServiceDesk Plus is easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** It is easy to administer and customize to use for different things. We presently have 4 instances setup for different departments. **What do you dislike about ManageEngine ServiceDesk Plus?** There are still somethings that could be automated that are not included yet **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It lets us keep track of on going issues and projects. ### 47. Help desk that helps **Rating:** 4.0/5.0 stars **Reviewed by:** Colin M. | ACET Support Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** It's easy to use and easy to setup and add new users. The dashboard is pretty handy too for quick look at requests **What do you dislike about ManageEngine ServiceDesk Plus?** Not being able to change users passwords **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great product, fluid to use **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Its cheaper than other systems used in the past. Easy to set up and has great ease os use for users ### 48. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Platform is very simple to use and allows for easy ticket reporting and updates. **What do you dislike about ManageEngine ServiceDesk Plus?** Needs more robust reporting, unable to generate some reports without the use of scripting. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Ticketing, asset, and contract management. ### 49. Good Product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** More than Just a service desk - We use for Projects and Device inventory. **What do you dislike about ManageEngine ServiceDesk Plus?** Looks a little basic in comparison to some of its compettitors **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We required a Service Desk and Project management solution. this worked well for a good price ### 50. Procs and Cons of Manage Engineen Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** I like the simplecity of the icons and user friendly website. Usefull functionalities and fast ticket projection. I like as well the customazition of reports and sla projections. **What do you dislike about ManageEngine ServiceDesk Plus?** The availablity and recovery of the service once the ticketing system went down or slow loading when we accessing the ticketing system. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Webapp and mobile app both are great that you can miximize your productivity **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It help us to keep tracking the user request for assistance and keep tracking our sla. ## 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?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+20%3A31%3A33+-0500&secure%5Bsession_id%5D=1fc5eda1-759b-435f-bba6-bce7d398fe39&secure%5Btoken%5D=efefb9e23f54c3f68ce037f0bafbb7eff0f90783d0203c53f6e326a00705f0bf&format=llm_user) ## ManageEngine ServiceDesk Plus Integrations - [Azure API Management](https://www.g2.com/products/azure-api-management/reviews) - [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 **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel 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 **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **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 **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top ManageEngine ServiceDesk Plus Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,293 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,793 reviews)