--- 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: '2026-07-25' 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. Improve agent productivity **Rating:** 5.0/5.0 stars **Reviewed by:** Ismael C. | Information Technologies Director, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Prevent SLA violations by enabling multi-level proactive response and resolution escalations. Service Desk Plus is a mature and feature-rich helpdesk solution and uses dashboards to show the current status of all outstanding service requests plus other pertinent system information **What do you dislike about ManageEngine ServiceDesk Plus?** I dislike that Service Desk Plus is lacking of social media capabilities. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Getting started with Service Desk Plus is simple and straightforward. The initial page can be accessed with a to-do list of steps required to get the system configured for use. Service Desk Plus allow you to organize all your business critical configuration items in one place and give your technicians in-depth visibility of all accumulated IT assets and services, I recommend to use this feature. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I get information on all pending or completed tickets based on parameters such as department, level, mode, priority, requester, technician, category, and request date. I also keep tabs on IT technician performance with SLA compliance and generate reports of the time spent on tickets. Those features are important in my business because I have 2,000 technicians offering customer services. ### 2. Excellent Helpdesk Solution at a Fraction of the Cost of Competitors **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew L. | Vice President Information Technology, Automotive, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** There used to be a saying "80% of the features at 20% of the price". I love that phrase and it applies to ServiceDesk Plus (SDP). They may not have every feature, but they have every feature you need and will use. Their pricing is a fraction of the other big helpdesk companies. The product is very easy to install and use. **What do you dislike about ManageEngine ServiceDesk Plus?** Not much. The main item is to have more control over the screens. For example, the Request screen. I would like to control the layout and what appears. Also the column structure. I can control my own column structure, but I can't make a template and push it out to all Technicians or Requestors. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I have been using SDP for over 10 years and now at my third employer. The product is very mature and continues to be improved upon. The developers are very active in the support forums and most of the enhancements come from existing users. They are very responsive to reasonable requests. Bug fixes and updates are released on a regular basis. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a helpdesk solution that allowed for tickets to be opened via email and self-service (web portal). We also wanted software and hardware asset management. SDP does all of this and ties into our software distribution system (Desktop Central) and our proactive network monitor solution (OpManager). We have a suite of products that all work together to provide a better support structure to our users globally. ### 3. The best solution I have ever had the pleasure of using. **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron S. | ICT Service Delivery Manager, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The ease of configuring the system to our requirements, We had 2 months to setup, configure and test the system before going live after the in housing of our IT Support Service. I have used several different solutions as a Desktop Engineer which come no where near Manage Engine ServiceDesk Plus. I am now the ICT Service Delivery Manager and have had the pleasure of being given this product to configure. The email support provided by Manage Engine is so quick and easy to use. **What do you dislike about ManageEngine ServiceDesk Plus?** Not much at all; It would be great if when updating the users details within Manage Engine it would update the Active Directory. Using a specific template for email submissions would be a big bonus too. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Ensure you have your processes in place before you begin configuring the system for your use. You will find this will help you in creating the perfect service desk. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have realised managing support tickets need not be a pain. The system is really intuitive and my service desk engineers need very little training to get up to speed. ### 4. Easy, quirky, fast, intuitive, Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** Craig C. | Global Incident Manager, Medical Devices, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The software is very easy to use and fits very well into the ITIL framework. The configuration options available to you compared to other far more complex products can be done with some self taught training. It does what you tell it too with no scary surprises. Other products require you to have either external consultants which can be expensive or you have to train the internal staff which again can be costly. the user interface is quirky and pleasing to the eye. The reporting features inside gives some useful information visually with a few clicks of the mouse. It is also a lot less expensive in comparison to other products on the market. **What do you dislike about ManageEngine ServiceDesk Plus?** I cant say there is much to dislike. the only thing i fear of is the single tiered support groups. This is both a positive and a negative, as the same statement applies to both Keeps it very flat support organization. The hardest part was to get your head around the sites and timezones. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Install, log tickets, adopt and adapt processes, measure, improve, repeat. the product is from my experience very easy to use from an agents point of view and ease of administration from backend teams point of view. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Better efficiency in delivery of IT services to the global business with clear understanding of areas of weakness and improvment opportunities. ### 5. Adequate and complicated **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Has most functionality that one would expect from a case management system. **What do you dislike about ManageEngine ServiceDesk Plus?** Does not provide sufficient flexibility to customize the way that is needed. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you have a very simple solution needed this is the right tool for you. If you need flexibility and custom solutions you may want to look elsewhere. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use for IT help desk, payroll issues, HR issues, facilities issues and requests ### 6. ManageEngine SupportCenter Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick M. | Manager of Technical Services, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of creating tickets, updating tickets, closing tickets, responding to tickets, contract tracking, Account tracking, professional service hours billing, custom reporting capabilities. **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the functionality could be better thought out. For example, when in a ticket you can click the account name, but when you do it only opens a summary window for the account, which does not let you edit any account information. Therefore if you need to update the account you have to save the ticket, navigate to accounts, search for the account, etc, instead of just being able to go straight to the account page and make changes from within the ticket. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Review the software thoroughly before buying. If possible, get a demo of the software from someone who uses it before buying it. It meets a lot of needs but support is very hard to get a hold of and get things fixed. There are also minor issues here and there that have been annoying, but some of them have been fixed by support with upgrades. Upgrades are pretty easy to rollout and don't require a tremendous amount of time and effort to get pushed out. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using the software to track help desk tickets, professional service hours, and our software maintenance contracts. Using ManageEngine has helped us more easily track this information whereas previously alot of data tracking was being done manually in excel for billing hours, contracts, etc. ### 7. Very fast to implement **Rating:** 5.0/5.0 stars **Reviewed by:** Christian P. | Analyste (network/system administrator), Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to use and to manage. it's ITIL compatible too. The free version is perfect to start. **What do you dislike about ManageEngine ServiceDesk Plus?** If you want to manage your projects with this tool, you will have to pay. **Recommendations to others considering ManageEngine ServiceDesk Plus:** GLPI **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** centralize all the job to be done for our customers. we were able to get the time spend by technicians. ### 8. As a service desk application it works well **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** easy setup and deploy, automatic escalation and email notifications. We also use a solution database for end users. **What do you dislike about ManageEngine ServiceDesk Plus?** setting up forms it tricky we wanted to use a form with many questions for user setup but this we are still working on. **Recommendations to others considering ManageEngine ServiceDesk Plus:** if your looking for a service desk application solution this is a good choice. we tried others but this the help desk guys seem to like much better. easy to add tickets get notifications and close tickets. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Help Desk service requests tickets with notifications. Scanning of installed machine applications. ### 9. ManageEngine ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Nice and neat user interface. Very easy to navigate and use **What do you dislike about ManageEngine ServiceDesk Plus?** I did not dislike anything. Everything was customisable **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Tracking maintenance and license information. ### 10. Great enterprise level ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Online Media | Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The software is very easy to use. The buttons and options are clearly visible and easy to find. It also has a mobile app which allows for users to easily check, respond to, and resolve tickets. It also has the option to set reminders and set tasks which is unlike other systems ive used. **What do you dislike about ManageEngine ServiceDesk Plus?** The main "feature" that I dislike about this system is the text box in the resolution field. You can't tab out of the box to the save/close drop down option. It allows for you to change your font, font color and font size but I think that is really unnecessary for such a program. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I resolve IT issues from regular help desk type questions to server side support and networking. ### 11. Moved to SDP **Rating:** 5.0/5.0 stars **Reviewed by:** David C. | IT Services Coordinator / System Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Service desk plus just does what we want. Ticket creation is simple. Ticket closure and reporting is simple **What do you dislike about ManageEngine ServiceDesk Plus?** Cost for upgraded versions is prohibitive for smaller IT departments **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Keeping track of end user problems. Less forgotten issues. ### 12. Setup your help desk in a few easy steps. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The software is very easy to use. There is a knowledge base if you get stuck and you are up and running on it within minues. **What do you dislike about ManageEngine ServiceDesk Plus?** I really didn't have any issues with the software. I only licensed one technician due to the cost of licenses. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a help desk tool to use to track issues. We were able to track issues and prioritize them. ### 13. Organizes us and makes us responsive to our users **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Nothing gets lost now. No more taps on the shoulder. No more random emails. Everything goes into Service Desk Plus and gets assigned to the proper technician. All conversation is recorded and the resolution is always available easily. **What do you dislike about ManageEngine ServiceDesk Plus?** There are so many configuration options that we still haven;t fully settled on how we want it to run. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This is a commitment for an IT Dept and the greater organization. But it's really worthwhile if you commit to it fully. Meaning - all requests must come through the product. When dispensations are give, say, to upper management, then someone else must be responsible for adding the ticket. Maybe even someone in IT. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Our help desk is now organized and responsive. Our users know what to expect from us, because we've set their expectations. ### 14. Powerful constantly evolving product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Nanotechnology | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Lot of functionality and ease of use. The product is constantly adding new features over time. Really helps us to organize our support around three key areas such as requests, changes, and asset management has been great. Utilizing the client has provided us a wealth of data regarding our equipment and facilitated our decision making. Support has also been great. **What do you dislike about ManageEngine ServiceDesk Plus?** Software can be buggy especially new releases. Things do not always work as you would expect or want them to. Integration with our in house products and services can be a challenge. The interface could be a little cleaner and user friendly. Would love to have more granular control over some of the admin functions and delegate more roles out. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Do your homework and look at everything out there. There is definitely some very good products, but cost is always an issue and you will need compromise. Servicedesk has provided the best compromise in terms of value to cost. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are solving organization issues and moving to ITIL processes to increase our users satisfaction and speed up overall response. Also we have been able to accurately get a real representation of our comlete IT inventory and track the entire life cycle. ### 15. ServiceDesk Plus plays a crucial role in our daily IT provision **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The speed and accuracy of searching the database. I also like the speed of navigating the interface as well as the zoho reporting tie in and the survey component. I like the ability to customize the fields where needed and the customer portal is very nice as well for those putting in requests. **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the out of the box reporting is lacking in what i need to be able to see. i have to call support and work with them for custom reports. They are including more and more reports as revisions come along though. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you are looking for a high speed, low drag software for Help Desk management then this is for you. They also maintain a very open communication platform with their customers and are actively seeking how to get better which is tremendous. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The need we had for people to be able to submit IT work order issues with ease and keep track of those issues throughout their lifecycle. The efficiency of the program allows us to manage our SLAs and stay in constant response with our customer base so that we know we are providing service that is quality. ### 16. I have been using the product since it's inception **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** There are several versions including a MSP . It is all encompassing for support of your users needs. It is super easy to setup and get up and running right away. The cost for the products are very reasonable and they even have a full blown free version for the small users. **What do you dislike about ManageEngine ServiceDesk Plus?** Honestly I cant think of anything that I dislike. There are some things that I would suggest they add. Like to be setup right out of the box they have a Q&A to setup a best practices for you type of organization. I would like them to add alerts on issues for RMM. But honestly you can add other free tools to do that and send a email alert to create a service request. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This product is the only one i would recommend and I have been doing this for some 30+ years. I have seen many come and go and they are here to stay.. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The easier question to answer is "What aren't we able to solve using it" I haven't seen one yet. With the integration with the desktop central product you have it all at your finger tips. ### 17. Great product with room for improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Ben S. | IT Server Manager and Team Lead, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The licensing model is designed to make the product accessible to all levels of business particularly small and medium businesses who in most cases would be able to use the product for free. The product is well designed and maintained. It's well documented, easy to install, upgrade, integrate and manage allowing maximization of resources. There are many well-implemented add-on features that extend the functionality beyond that of a simple help desk ticketing system. Overall you get a lot of bang for your buck! **What do you dislike about ManageEngine ServiceDesk Plus?** Implementation of customer requested features happens much slower than it used to, but the product does see new features implemented regularly. International development and support can be a challenge from a language barrier perspective. It can occasionally be challenging to effectively convey an issue or need. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This product is well rounded out of the box. As with any product there is room for improvement. If you are looking for a cheap effective help desk tool, ManageEngine Servicedesk Plus should be on your list. Also note that ManageEngine has a number of other offerings and a wide array of free tools as well. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed a help desk tool to manage support, create audit-ability, and allow better management of some IT based workflows. With minimal investment of money and a fair investment of time we have been able to accomplish many of our needs leveraging many of the functions the product offers out of the box. ### 18. Generally positive given the value for the cost as ex Spiceworks users **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** What you get in return for the investment. Asset management, ticketing, support for MS-SQL on the database, purchase order module, contract management....all in a package that is stable with some quirks. It is clearly a "young" product that has some growing to do. Being able to auto create a ticket and respond to the customer is efficient. Having a mobile app that works is really nice. **What do you dislike about ManageEngine ServiceDesk Plus?** It fails to scan assets too often even with multiple credentials and mechanisms being used. I'd like to see more testing before production release to avoid bugs and fix bugs faster vs. putting more features into the product. I'd also like an easier upgrade mechanism but particularly, an easier way of both installing certificates AND handling cryptographic changes. For instance, SSL should never be used at this point nor should TLS 1.0 be used. Making those changes is cumbersome. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Look hard at this product along with other ManageEngine products. Good value for the money given all the functionality you get...and knowing there is active development going on for improvement. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** More efficiency from an IT operational standpoint and better overall customer service with improved communications ### 19. Review **Rating:** 4.0/5.0 stars **Reviewed by:** Travis A. | Vice President Information Technology, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I like the layout of the screens and the ablity to add additional info. **What do you dislike about ManageEngine ServiceDesk Plus?** Ability to do advanced searches, such as search all tickets still open by a specific user with key works in the description. **Recommendations to others considering ManageEngine ServiceDesk Plus:** it would be nice to be able to grant someone Administration abilities to be able to build reports or change configs, but not automatically grant them the ability to see all tickets. This becomes a rather large issue with tracking HR requests through the system. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Tracking all of the issues we have throughout the environment. The implementation has moved beyond our IT department is used by a majority of our teams to track requests ### 20. Service Desk Plus - 8.2.0 **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Fairly intuitive interface for configuring users and categories. Dashboard work out of the box and the pre-configured reports are intuitive. Functionality for technicians works pretty well for time tracking, merging of tickets and group ticket closure. Very easy to set up. Technical support is excellent and available 24x7, couldn't ask for better support services. Using the customer satisfaction survey tool is fairly easy to set up. **What do you dislike about ManageEngine ServiceDesk Plus?** Not too much. Sometimes the canned reports are not easily customized, need to understand why specific reports generate some strange graphs. You do have to spend some time deciding how to create meaningful reports for teams. The **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Tracking of all tickets for help desk. Monitor activity, trending and monitoring of SLA. This has given me opportunity to create a business case around the number of tickets that are being opened as well as the types of tickets being opened. ### 21. System Admin **Rating:** 4.0/5.0 stars **Reviewed by:** Svanberg Hjelm G. | System Analyst, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** How easy it is to manage the system and how everything is accessible **What do you dislike about ManageEngine ServiceDesk Plus?** I would like to be able to assign multible requests from the "Requests" tab to a group or specific user. I would also like to see (all ManageEngine product) easier to impiment SSL certificates and more support for Always On high Availability for MS SQL. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This product isn't problem free although the ManageEngine support team is responds to requests in very timely manner and, from my standpoint is very professional. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I use SDP mainly for requests, problem solving and solutions. ### 22. Ease of use with ServiceDesk Plus **Rating:** 4.5/5.0 stars **Reviewed by:** Scott J. | Help Desk Manager, Broadcast Media, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I like how easy it is to navigate and create tickets. I've setup the ability to receive emails whenever a ticket comes into the queue, which helps me to manage our work flow. **What do you dislike about ManageEngine ServiceDesk Plus?** I don't really have any dislikes for ServiceDesk Plus. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are solving anywhere from break/fix to password resets. We use ServiceDesk Plus a lot for projects, backups, and we also allow our Engineering department to see tickets, so they might be able to work on any trouble areas that might occur. We are in the radio and television industry. ### 23. Review of ServiceDesk+ by ManageEngine **Rating:** 5.0/5.0 stars **Reviewed by:** Mark W. | Customer Service and Quality Manager, Oil & Energy, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** A very easy tool to use which gives very effective results via it's configurable reports. Price is extremely competitive and I do not believe there is as effective a tool, at this low cost, on the market. **What do you dislike about ManageEngine ServiceDesk Plus?** Can be tricky to reconfigure i.e. add and remove fields from forms. **Recommendations to others considering ManageEngine ServiceDesk Plus:** A great solution for logging Customer queries and issues. Has allowed our company to significantly improve our Customer satisfaction levels by logging and making visible Customer queries which were previously being missed. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Customer queries and Quality issues. ### 24. ManageEngine ServiceDesk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Darren H. | ICT Manager, Mechanical or Industrial Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Versatile Support and feedback is great Mobility available Covers ITIL framework -change and problem management they added project management **What do you dislike about ManageEngine ServiceDesk Plus?** Templates were not flexible user access to portal had issues at times **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great Product! **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT issues were much more easier to handle and support email to ticket assigning to tech priority based -SLA easier classification with categories knowledge base and ticket conversion to knowledge base -for easier referencing report at a click of a button, customized report very easy to setup up ### 25. Service Desk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** David R. | IT Manager, Legal Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I have implemented and used Service Desk Plus in my last two roles, I have used other service desk software in the past but this is head and shoulders above. Easy to setup and use on a day to day basis and easy to customise to my needs. Recommened **What do you dislike about ManageEngine ServiceDesk Plus?** cant think of any to be honest, does exactly what I want **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** it manages IT request and problems easily and use the change management module all the time ### 26. ManageEngine Servicedesk plus - satisfied users for more than 7 years **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Newspapers | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** As a business and large group of IT technicians, we are more than happy with the constant development of the product over time as more and more powerful features are added. **What do you dislike about ManageEngine ServiceDesk Plus?** We would prefer it if you could request a feature and if it's obviously beneficial get it added to the product in a short time. **Recommendations to others considering ManageEngine ServiceDesk Plus:** The free edition does everything a helpdesk requires, but additional features are well worth the purchase of the pro edition. I can't speak for the Enterprise version as we don't have it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Management and reporting of a full IT helpdesk solution supporting over 4,000 users. While I realise other products are available, this delivers virtually everything we need. ### 27. Best IT tool we could ever have. **Rating:** 4.5/5.0 stars **Reviewed by:** Wayne L. | Director, Information Technology, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Efficient way to organize and keep track of end user requests and internal projects. **What do you dislike about ManageEngine ServiceDesk Plus?** There are a few restrictions on how users can edit their own existing open help desk cases. otherwise, there is very little in the way of any negative comments. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are able to keep track of issues and ensure proper follow up. Analysis of what out Techs are doing and their performance can be seen as well. ### 28. 80% functionality for 20% price... **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** As a product, it offers a great deal of out of the box functionality for a relatively small annual user cost. It handles email-based communication well, and has an easy to use web interface for clients and Support Engineers alike. New features are also added with reasonable regularity. Hardware requirements are very minimal, and setup is simple (provided you stick with the common deployment scenarios). The user community and forums are a regularly update by both the provider and other users. **What do you dislike about ManageEngine ServiceDesk Plus?** The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are willing, but often fob users off on the forum without any clear indication of when (or even if) bugs or feature requests will be raised. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Look carefully at whether it meets your needs via a trial; don't assume that the marketing collateral is actually what the software provides once you move from the basic functionality. If you can use it for a year or two as your company grows, then it's definitely a great stop-gap product if it delivers the majority of your immediate requirements; just don't expect their support or development teams to take much notice of bugs or functionality requests... **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The need to track client support incidents across an internationally distributed support team at a fraction of the cost of alternative, more mature/industry-standard offerings. ### 29. Lots of options but needs modern touches **Rating:** 3.5/5.0 stars **Reviewed by:** Krzysztof L. | IT Systems Engineer, Hospitality, Enterprise (> 1000 emp.) **Reviewed Date:** December 16, 2015 **What do you like best about ManageEngine ServiceDesk Plus?** Our company was in need of new ticketing service. Having gone though 6-7 this one turned out to suit our needs perfectly. It is highly customisable and can adapt to every environment. Numerous reporting keeps the management happy and various reminders, notifications, SLAs and announcements keeps everybody informed on what's happening on the help desk. **What do you dislike about ManageEngine ServiceDesk Plus?** Even though the product has updates and fixes on monthly basis it needs a re-design. It looks dated. In comparison of design to other products it's well behind. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you are looking for system with lots of customisations, reporting and user awareness. that's the one. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Having a well made HelpDesk system helps us prioritize tasks and keep track of all service calls/emails. Most importantly it helps finding common issues which then can be seen to as a user training needed. ### 30. Great product **Rating:** 4.5/5.0 stars **Reviewed by:** Gregory K. | Director Of Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Web based. Option for hosted and on premise. Software is easy to use and works well. Updates are fairly frequent. Keeps adding more features. **What do you dislike about ManageEngine ServiceDesk Plus?** Some features not available between hosted version and on premise version. Would be nice to see even more improvements faster. Price is a bit high. **Recommendations to others considering ManageEngine ServiceDesk Plus:** It's a good choice **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT Help Desk/Asset Tracking ### 31. It is a very useful and powerful help-desk platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** One of the best features is the inventory system. It is allowing us to track issues per device and gives information on the warranty. Also, the software allows us to see exactly which hardware is installed on the machine. **What do you dislike about ManageEngine ServiceDesk Plus?** There isn't much to dislike. The biggest problem that we've had is getting our staff used to using it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The biggest advantage that we have realized is the ability to monitor and manage our IT assets. ### 32. Nice product, documentation lacking, need to be able to turn off things we don't use. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Email interface and web interface with request information tracking. **What do you dislike about ManageEngine ServiceDesk Plus?** Inconsistent interface issues, upgrades that break things that weren't broken, sparse and incomplete documentation. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Be aware of limitations that are associated with a one-size fits all product. Has features that we will never use or need, but we can't turn them off and they affect our day to day operations. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Helpdesk service to our users. Central point of contact. ### 33. ManageEngine user review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The layout is user friendly--easy to move from one application to another **What do you dislike about ManageEngine ServiceDesk Plus?** The parent-child relationship is not as well defined as other platforms I have used **Recommendations to others considering ManageEngine ServiceDesk Plus:** Decent ticketing system though not as robust as some **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I mainly use this for receiving order requests and it fails miserably for this application. It is not what is was designed for so I can't fault the platform. ### 34. So far so good. **Rating:** 3.5/5.0 stars **Reviewed by:** Dustin M. | Network Administrator, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Reports and customizations make this a very robust service desk platform **What do you dislike about ManageEngine ServiceDesk Plus?** The interface is a little bit clumsy.... **Recommendations to others considering ManageEngine ServiceDesk Plus:** Give it a try and spend a little time configuring all of the features to your needs....It's easily tailored to any environment **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The reporting is very good and just what we needed to document our work. Also end user ticket submission it a bonus. ### 35. Service Desk Pro **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Price is great! Functionality is good Tech support seems good. **What do you dislike about ManageEngine ServiceDesk Plus?** Reporting seems convulated and not easy to try and setup. Getting the detailed information you are looking for is not as easy as it could be. Needs more customization. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Streamline helpdesk requests for support from a variey of user bases. ### 36. Reliability now under quesiton **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** It is easy to use in certain modules. Creation of templates is easy to setup. Submitting a ticket is pretty straight forward **What do you dislike about ManageEngine ServiceDesk Plus?** Lack of functionality in the service catalog, some naming convention and backend logic is not working as it should **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Looking to enhance our service request routing and form control ### 37. Service Desk Plus **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to use. It has all the features I need and all the reports I care about. **What do you dislike about ManageEngine ServiceDesk Plus?** It doesn't have an out of office feature and you can't copy and paste **Recommendations to others considering ManageEngine ServiceDesk Plus:** need out of office feature **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** all help desk related items. Easy to research and enter info ### 38. SD Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** full range of itsm processes and activities. **What do you dislike about ManageEngine ServiceDesk Plus?** Poor support, lack key features, overdue refresh needed, slow to implement customer requests with a focus on adding new unneeded functions vs. Repairing or provinding requested functions. Product does not allow for proper collaboration among 2 or more techs - ideal for a Servicedesk vs. Software development/project management. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Poor documentation, communication, insight into IT work. Value we've seen is a broader view into work but a harder time communicating using with the tool ### 39. ManageEngine is an integral part of our helpdesk process **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Ease of use and feature rich, there is very little to dislike about ManageEngine! **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the add on features are not competitive when benchmarked against other products. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have a standard policy of not discussing strategy in an open forum ### 40. ServiceDesk Plus is Our Choice **Rating:** 4.5/5.0 stars **Reviewed by:** Tom P. | Support Desk Analyst III, Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2015 **What do you like best about ManageEngine ServiceDesk Plus?** It is integrated with ManageEngine Desktop Central. **What do you dislike about ManageEngine ServiceDesk Plus?** Relationships and services require manual input. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you are already using ManageEngine Desktop Central, ServiceDesk Plus will integrate. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using it for IT assets and approvals for purchases. ### 41. Service Desk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Rosie Q. | Network Manager, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The ease with which Service Desk is able to be used by support staff at any level **What do you dislike about ManageEngine ServiceDesk Plus?** There is nothing about this product that I really dislike **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Providing a reliable, interactive, service to clients ### 42. One of the best Ticketing systems I've used **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Easy deployment on either on premises or cloud **What do you dislike about ManageEngine ServiceDesk Plus?** Quick Create - New Incident option malfunctions if your create custom forms. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are in the Early Childhood Education industry servicing 1K employees ### 43. Fantastic ITIL based ServiceDesk which we use not only for IT but also our Online Services team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** It allows resolutions to be saved as ongoing solutions, manages our IT assets and associates them with requests and all our customer touchpoints **What do you dislike about ManageEngine ServiceDesk Plus?** Needs updates too regular and often minor updates in between, should be scheduled at set time points **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Sole point of contact for all IT and Online requests and historical data, also removed the need for separate IT asset management and IT contracts and subscriptions ### 44. I find this software highly userfriendly. I love your products. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Web interface... Itil ready,... Multi-site **What do you dislike about ManageEngine ServiceDesk Plus?** nothing all is working fine for my etablissement **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Sharing ticket across the region ### 45. service desk Plus replacing Spiceworks **Rating:** 3.0/5.0 stars **Reviewed by:** Jason D. | Service Desk Team Lead, Tier 2, Consumer Goods, Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2015 **What do you like best about ManageEngine ServiceDesk Plus?** Seperate incidents and requests, problem management, fairly simple to get running, automatic assigning and escalations. **What do you dislike about ManageEngine ServiceDesk Plus?** Enterprise version missing key features (mainly within asset management - WOL, remote service management, uninstall/install software), lack of customizability and personalization without recoding (but disappears when updates are applied), lack of responsiveness or slow support, little assistance for advanced report creation, poor community forums (compared to others). The key missing features are costly and extra. AD management, Desktop Central, advanced reporting (Zoho Reports) - raises original enterprise purchase price to over double. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great tool. Does what is advertised. Research all the possible additions you might need to make a proper decision. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Better execution of requests and incidents, better track of SLA's, great improvements in project management. ### 46. My experience has been quite positive so far. **Rating:** 4.5/5.0 stars **Reviewed by:** Kyle E. | IT Manager, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2015 **What do you like best about ManageEngine ServiceDesk Plus?** Coming from an application-based asset management platform, I like the web-based application style. It makes it simpler for multiple users and simplifies operation. I also like the agent-based solution that automatically populates fields based on the data it scans. **What do you dislike about ManageEngine ServiceDesk Plus?** There is some rigidity to the system in how multi-edit and organizing / categorizing. I suppose with the simplified web interface brings some limitations as well. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Take use of the agent-based scanning. If you need to create your own categories for things, chances are you are not categorizing things correctly. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Traceability and knowing where things are is a plus. Being able to provide asset documentation for audits, doing legal software compliancy as well as reports. ### 47. Cover all your needs with a cheap solution. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software **Reviewed Date:** August 18, 2014 **What do you like best about ManageEngine ServiceDesk Plus?** Facility to parametrize the product, SLA, Portal, Business rules, all is done using graphic interface, and it is easy to adapt to business change. Every business unit remain separated so, you have all your business in one product. **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing all is working well and as required , pêrhaps some interfaces used to transfer from a previous product could nb e ameliorated. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Try it it is soo easy.. 1/2 hour time to spent to install and self explanatory to use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** In the previous solution we had difficulties with knowledge of customer contracts, here it is natively attach with ticket ### 48. Quickly and efficiently. **Rating:** 4.5/5.0 stars **Reviewed by:** Adriano A. | Director of Pré-sales - Information Security Professional, Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2014 **What do you like best about ManageEngine ServiceDesk Plus?** All beacuse the product works fine a have a great support team. **What do you dislike about ManageEngine ServiceDesk Plus?** The product dont have asset management. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** For many years the "ManageEngine SupportCenter Plus" is helping us meet our customers quickly and efficiently. ### 49. ServiceDesk+ flexible ITIL framework service desk tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Richard P. | Client Technology Service Manager, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2013 **What do you like best about ManageEngine ServiceDesk Plus?** Flexibility and wide range of modules to use within ServiceDesk along with the reporting features. **What do you dislike about ManageEngine ServiceDesk Plus?** Frequent updates released, mostly adding functionality but also to fix issues. Also not being able to currently customize dashboards. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Decide what you need from a service desk tool. Then find a product that meets those needs. More than likely ServiceDesk+ will stack-up better than the rest. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+09%3A40%3A37+-0500&secure%5Bsession_id%5D=2eef464a-994a-45a9-95dc-47f908d65fc7&secure%5Btoken%5D=95959b92c5796a620aed6aabc8b68210cbdb3d44a7f3dd0654fced9701dfdf51&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 (1,296 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 (1,794 reviews)