--- 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. Manage Engine Service Desk Plus Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Ability to set custom rules and SLA's. Metrics and Dashboards helped visualize support Data **What do you dislike about ManageEngine ServiceDesk Plus?** It takes some time to learn the different features. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Streamlined Support Cases and Easy Management. ### 2. Great Help Desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** Vey intuitive user interface. Easy to create and manage tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** The dashboard requires additional browser plug ins. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Would definitely recommend for internal IT support. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT support for internal employees ### 3. Best Ticketing system with ease of setup and administration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Product is easy to use and setup was a breeze. We have both standard edition and enterprise edition. **What do you dislike about ManageEngine ServiceDesk Plus?** Not much to dislike. It does what it says it does. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Don't delay your purchase of this product. I have recommended this to others and have only had positive feedback. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Once you enter in solutions, it makes troubleshooting issues so easy as the ticket reads all solutions and tries to give you the best possible solution. ### 4. ITIL-Ready Help Desk solution for your environment **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Its powerful integration with IT management apps , smart automation and extensive report capabilities **What do you dislike about ManageEngine ServiceDesk Plus?** Its licencing model as the product itself stopped working once the licence is expired **Recommendations to others considering ManageEngine ServiceDesk Plus:** Its is one of the great incident management tool for your enterprise, needs improvement in the licencing model **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It helped to create best practice ITSM workflows, and its auto technician feature helped a lot of servise desk tasks. ### 5. Easy to use product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2018 **What do you like best about ManageEngine ServiceDesk Plus?** The product provides an Enterprise view of all items **What do you dislike about ManageEngine ServiceDesk Plus?** Its not very intuitive when it comes to filtering for data elements **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Manage all business requests for service ### 6. ManageEngine SeviceDesk Plus for IT management in small business **Rating:** 2.5/5.0 stars **Reviewed by:** Vinh L. | IT Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** There are many functions and features in one software, like helpdesk, change management, IT stock, Solution ...This is best software for medium business. To manage all of IT service and stock in database, it is easy to control. **What do you dislike about ManageEngine ServiceDesk Plus?** It is very difficult to configure when implement on the first time. Must to join the training or webinar how to use it. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** To manage all of IT services, helpdesk and IT stock on the software, keep on one database. It is easy to central management and support user, tracking on time and report case by case. The interface is support vietnamese langugage. ### 7. Robust service desk ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 04, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I really like the asset area. It's very simple to make changes ans search by user. I also really like the recent ticket drop down to see my last few worked tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** It takes multiple clicks to create a time entry. It used to only take 1 click. I believe this is to create more separation. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service desk Plus is our service desk ticketing and service desk equipment management software. Better organization is achieved. ### 8. The perfect IT Service Desk solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Publishing | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Easy setup means that it can be up and running within days. Completely flexible within the ITIL framework. Multiple teams and sites supported. Custom templated workflows, services and incidents allow a lot of time savings. Quick replies. Time management allow easy time logging. **What do you dislike about ManageEngine ServiceDesk Plus?** Occasionally buggy causes misc errors, the reporting suite should be far more powerful. Easy to break with admin settings. Requires time investment through trial and error to really make the most of the system. The UX is slightly outdated and ugly, with only some areas showing improvement. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Working with managengine to understand what modules you will use and why. Spend the time to customise the templates across all areas of the system to ensure time savings are kept to a maximum. Use of the solution module within teams to help with requesters self resolving and team knowledge share. Understand how many technicians you will need and why; what functions each will be using of the system and implement the reports from the get go. Make full use of the time logging features and ensure you're getting the most out of the system. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The business problem solved by service desk is simply to the implement an IT service desk across a multi-teamed, international business. The benefits have been incredible, from a single point of entry for our users, to time management and logging reports available for management that help outline training and areas for improvement. ### 9. Serves its purpose, a vital component in our incident management system **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel S. | MIS Manager, Research, Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** What I like about this application is its ease of use with very intuitive interface, and the flexibility to customize reports. I like that It also has an integration feature to send data over email, and we use that feature to bring over our tickets data to another system for incidents and requests analytics. The support staff is also very responsive our queries. **What do you dislike about ManageEngine ServiceDesk Plus?** It would be desirable for ServiceDesk to have some youtube channels describing how to implement API integrations to 3rd party applications. This seems to be an area that needs improvement, to have a vibrant developer's community forum as well on extending the software. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I highly recommend this product for a cost-effective solution for support services. It does particularly well to channel requests and incidents for an enterprise's service management needs, with integration to email, extensive customizability of outputs, and excellent after-sales support. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using this system on a daily basis, and realize the benefits of on-time delivery of tickets, proper tracking of incidents and requests that comply with audit requirements, and have the ability to analyze historical trends using ServiceDesk as our frontline application to capture data. ### 10. Product is improving - Still room for improvement **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I have been administrating this product for a couple years now, and have been more involved on the server and billing side. The integration between the products I believe is both it's best, and weakest feature at the same time. **What do you dislike about ManageEngine ServiceDesk Plus?** My original review was rather negative. Since then a higher-level agent, Charles reached out to me and our company. I have to say that while there have definitely been snags in the product here or there, it has been nice having a dedicated contact person. The integration between the products is great when it works, but it can be difficult to get all features to work together properly. **Recommendations to others considering ManageEngine ServiceDesk Plus:** The real competition would be LANdesk, that I am aware of. LANdesk is nice, solid, and very easy to understand and work with. However LANdesk is also very expensive of a product by comparison. For organizations that are on a budget, or smaller organizations that are more budget-minded, ManageEngine products would be a strong choice. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have the product for several reasons. We need an Inventory system. We are a relatively small organization and need a helpdesk system, and we do not have SCCM, so we need a software deployment method. We also have AD Manager to manage AD credentials, and will eventually roll out AD SelfService, and use the Project module. So I think we use most of ManageEngine's products. Service Desk Plus has gone through a major visual uplift, that isn't quite as colorful going for more muted tones. I think this is actually a plus as it causes a little less eyestrain and was a smart move. The Asset management is okay, but I'd like to have more control in the organization of the objects. Desktop Central is quite handy if you do not have SCCM or LANdesk, it allows you to do a lot of things, like file pushes, application installs, upgrades, etc without having to have in-depth knowledge. I can't say that it always works, but it's considerably powerful and pretty reliable. It works very well with AD and deploying in a multitude of ways. Desktop Central integrates with Service Desk Plus, and can scan your machines, and place asset information into the listing. I've had some issues with full integration that we are currently working on - however it seems like it will work pretty well when we get it working. I think we're about halfway there. In short - The support has improved, definitely. The product is moving towards the right direction in my opinion. For the Helpdesk functionality, I am very satisfied with it. I think this is the best part of the program and I have relatively few issues with it. Some of the reporting could be a little better, I often have to fight errors in the system when I pull a lot of reports to pull different stats. The helpdesk itself though, I don't quite use it 100% as it's intended, but it works well and when you put the time in to set it up properly is very easy for the user to understand. Our users can create tickets easily with a minimum of clicks. It's up to you to architect the structure, but I could see how you could set this up in a variety of ways. While I think there are some improvements to be made, I do believe that Manage Engine has become a truly viable option in it's field. For the features you receive, I have to say that the value for what you receive for what you pay is rather high - just set some time up to truly work with the system and understand it before you implement in production. While it's gotten much better, it's not always intuitive. With that being said, you can call manage engine support and ask even the most basic questions - I have had great success with learning the product with this method. ### 11. a hassle to get started but worth it **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** the ability to find old records and not have to try and remember anything **What do you dislike about ManageEngine ServiceDesk Plus?** I don't care for that fact it runs on Linux but it was in place **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** record keeping of issues and problems for future reference ### 12. ManageEngine Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I like that it is so detailed and updates you when there are changes to your tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** I sometimes get irritated at how long it takes me to put a ticket in (all of the different questions I must answer that aren't relevant to my helpdesk ticket). **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are improving customer service through using ManageEngine to keep in better contact with customers and give them a portal to report issues with. ### 13. Compresehsive Ticketing System that is Easy to Grow Into! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus provides a feature rich set of modules that is very configurable. We really liked being able to configure a good part of the system and customize it to our particular needs. We also like that the system can run rather well on a VM with minimum resources (4x16). **What do you dislike about ManageEngine ServiceDesk Plus?** Overall we really like the product. Since the beginning, this product has lacked customizable reporting which led to a lot of manual report creation for the month-end reports we had to send to our clients. Recently an update has come out that has added some much-needed customization ability to the reports creation module and this has really helped us. We would like to see additional reporting capability continue to evolve over future releases. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great product with good functionality and a low barrier to entry from an overall cost perspective. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are using this product to help us better manage the incoming requests for service from our Manged Services customers. We have realized a ton of efficiency implementing this product and it has helped us better justify time spent on each of our client's accounts on a monthly basis. ### 14. Very good ITSM solution **Rating:** 4.5/5.0 stars **Reviewed by:** Sibin S. | Senior Information Technology Associate, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Excellent ITSM product which encompasses all requirements for ITIL. Also very budget friendly. **What do you dislike about ManageEngine ServiceDesk Plus?** There is no workflow in problem management. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Very good ITSM solution, however patch management, monitoring requires separate products. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Able to document solutions and share with other team members. Comprehensive asset management which shows all details of an asset lifecycle. ### 15. BEST INCIDENT MANAGEMENT APPLICATION **Rating:** 4.5/5.0 stars **Reviewed by:** Osinakachi N. | Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Technician 2, text and email feature.... **What do you dislike about ManageEngine ServiceDesk Plus?** Overdue requests don't reclassify after severity reduction **Recommendations to others considering ManageEngine ServiceDesk Plus:** Easy to use for internal and external incident tracking. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Incident tracking. ### 16. ManageEngine: The Gem **Rating:** 3.5/5.0 stars **Reviewed by:** Carvell W. | Information Technology Specialist, Hospitality, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine has a lot to offer, the reason I tested product from this company was because i needed an asset management application. The asset management feature was great. I was able to manage all the software installed within my network. **What do you dislike about ManageEngine ServiceDesk Plus?** I disliked the scanning agent, that was the reason for not using the application full time. It seem to take some time to get all the computers. Also it maybe that we have a network with many subnets. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We needed to know about the computers that are connected to our network and also get an idea of what application the users had installed. the key benefit is that you know if there is any end of life computer or operating system connected and you also get an idea of the software installed, if they are approved or not. ### 17. Experience with ManagedEngine **Rating:** 4.0/5.0 stars **Reviewed by:** uli f. | Senior Project Manager, Electrical/Electronic Manufacturing, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** - Web based tool - Easy customizable **What do you dislike about ManageEngine ServiceDesk Plus?** Limitation of Workflows that are based on orrganization's structure such as "Release procedure by superior" **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Company internal ICT Service Desk ### 18. Great for Software Inventory and Quick Installs **Rating:** 4.0/5.0 stars **Reviewed by:** Nick K. | BIM Manager, Architecture & Planning, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ManageEngine does a wonderful job pushing out software like SketchUp or doing a running inventory of software on users computers. It's fairly easy to set up and can quick push out software to multiple users at once. **What do you dislike about ManageEngine ServiceDesk Plus?** In some cases I have had ManageEngine reboot a users machine (when I attempted to install AutoCAD) even though I specifically asked it not to allow rebooting. This can really cause trouble when a user's computer shuts down without any notification. **Recommendations to others considering ManageEngine ServiceDesk Plus:** This software can certainly help you manage multiple users on a network - in our case we have 100+ users to manage. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** It has made my deployment of software much more effective and it runs silently so the user is not bothered by a required reboot or anything difficult. ### 19. ServiceDesk Keeps Me Organized **Rating:** 4.0/5.0 stars **Reviewed by:** Scott G. | Sr. CRM Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The thing that I like most about ServiceDesk is how it can organize and prioritize my work. Having tickets generated keeps me working on the things that are most important. **What do you dislike about ManageEngine ServiceDesk Plus?** There's not really anything I dislike about the product itself. A recent update came out and moved some things around, but it's a fairly simple product to use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Keeping the most important work at the top of my pile is the biggest thing I've gotten out of this product. ### 20. Good interface but lacking in speed **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** It is easy to complie information and add it to the help desk database. **What do you dislike about ManageEngine ServiceDesk Plus?** It is a bit slow and it’s not as easy to customize **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use this a way to track tickets ### 21. ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I enjoy the simplicity of SDP that enables users to quickly and accurately log tickets, documentation and change requests. The amount of customization has been expanding with the newer versions, allowing for greater detail to be tracked and reported on. **What do you dislike about ManageEngine ServiceDesk Plus?** I think there is a bit of a learning curve with stock SDP and it can take time to customize your version to your liking. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We track help desk tickets, log change requests and share documentation primarily. We also can report on productivity and other metrics as needed. ### 22. Excellent Platform for Our Service Needs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** We like that we can configure it to be able to support multiple business units as well as having multiple support groups that remain independent of each other yet can roll up for reporting. **What do you dislike about ManageEngine ServiceDesk Plus?** The UI needs some updating. We are hoping a future release will take care of this. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Update the UI and integrate better with Zoho CRM. I'm sure that's in the works. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** IT Support tracking for multiple businesses. Customer Service related issues for different business units. Using ManageEngine, we have been able to track all issues and categorize them. In doing so, our businesses have been able to course correct to mitigate similar issues from happening. ### 23. Overall well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** We primarily use it for the assets tab to maintain our equipment and inventory. Without this, we would have to have some sort of excel sheet that would have to be consistently updated.This allows us to maintain everything a lot easier. **What do you dislike about ManageEngine ServiceDesk Plus?** From my understanding, it is over priced. Something like this is helpful and necessary for larger companies but I feel that they could reach out to smaller companies if it wasn't so overpriced. I personally do not know the prices however it has been mentioned previously with management about other cheaper alternatives. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Again, mainly it would be to maintain equipment accountability. ### 24. Feature rich help desk management tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Jamie M. | Server Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Definitely feature rich! And it's a pretty quick platform. Can move around quickly. **What do you dislike about ManageEngine ServiceDesk Plus?** You need to have your training wheels off to fully levaerage the capabilities of this tool. There is A LOT of customizability with this platform. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** ITIL, helpdesk ticket management. ### 25. When it comes to functionality, this is a good solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Highly functional in terms of performing the daily troubleshooting with end-users. The system is also customizable in terms of back-end configuration. **What do you dislike about ManageEngine ServiceDesk Plus?** Browser compatibility about the reports is not the best. Editing the properties through the list views could also be easier. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Perfect for practical daily usage; the UX and reporting could be enhanced. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Daily troubleshooting with end-users. Tracking the technician time and reporting on the effort/time balance. Also a nice resolution repository for long term investigation and auditing. ### 26. Excellent product for helpdesk and inventory ! **Rating:** 4.5/5.0 stars **Reviewed by:** Sebastien L. | IT Administrator, Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** All we need within one software : Helpdesk, inventory, reports, problems and solution management. Software is very responsive and its support team is also excellent. The software also feature a project management section, a contract support section and a purchase module. We use it for our helpdesk : opening a request is fast and efficient and it's easy to forward it to concerned people. You can configure automated emails which are sent to the users and keep them informed about the status of their request. About the inventory module, you can add personnalized fields to keep the informations you need. Doing search in requests or inventory is also very easy and it brings accurate results. **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing special, we almost never experience bugs and when sometimes there is an issue, it is quite quickly resolved. Sometimes, software updates are bringing new problems but almost always, it's fixed in the next release. **Recommendations to others considering ManageEngine ServiceDesk Plus:** You should give it a try. Easy to setup, easy to use ! **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Our call center people and IT technician are using it everydays to manage all assets (hardware and software) and all the support calls. ### 27. Excellent User Interface Compliments Great Program **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Defense & Space | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** So much good can be said amount Service Desk Incredible GUI, great metrics, easy to use, easy to script. **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing in particular however it can seem a little overwhelming at times with information. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Highly recommend using Manage Engine Service Desk Plus. It was used by me in another group and it helped to drastically streamline the work we did to benefit our users. One of, if not the best help desk programs you can use. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Streamlining business processes and procedures ### 28. Excellent product, easy to use, a breeze to work in! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk has a very simple user interface and has been a huge help to my entire department. Reassigning tickets and updating ticket status is elementary in this system and the ability to append notes and respond to emails directly from the ticket itself is extremely useful. **What do you dislike about ManageEngine ServiceDesk Plus?** I honestly can't think of anything that I dislike about this tool... I'd love to have pass through authentication, but my boss would have to enable that feature for me and my lacking the feature is not the fault of the program. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I highly recommend this Helpdesk implementation solution... It takes only a short time to get used to its normal operation and makes my job as a network technician miles easier! **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We never had a legitimate helpdesk system before, and since implementation, the Service Desk utility has become a major asset to the entire department. It has increased efficiency and made organization and assignment of tickets and other requests very simple to manage. ### 29. Best Free Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Cost is nothing, it is updated very frequently. It does a great job at managing tickets. **What do you dislike about ManageEngine ServiceDesk Plus?** I wish some actions would be a little bit easier to do. Such as changing priority of tickets should be a drop down instead of a full edit of the ticket. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Give it a shot, it's free. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Managing IT issues with end users. ### 30. Very effective easy to manage help desk ticketing solution. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Intuitive interface. Easy to deploy and manage. Its been a very reliable product and requires very little maintenance to keep it running. **What do you dislike about ManageEngine ServiceDesk Plus?** Setting up the active directory integration was not easy and took a lot of digging through the forums and a lot of trial and error before getting it to work correctly. **Recommendations to others considering ManageEngine ServiceDesk Plus:** They have a very nice trial period for software and they will grant extensions if you need more time evaluating. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use it for our help desk ticketing. It has used by our IT department every day for the past 5+ years and has served our needs well. Having a centrally managed ticketing system is essential for a small IT team that supports a very large user base. Service desk allows us to prioritize tickets and work through issues on a timely manner. ### 31. Robust Helpdesk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** I liked the ability to add ad-hoc fields. **What do you dislike about ManageEngine ServiceDesk Plus?** No good ability to intergrate RMM. So left just to use email forward. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Used as day to day helpdeak. ### 32. Solid software. **Rating:** 3.0/5.0 stars **Reviewed by:** Unordered C. | Application Solutions Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The addition of being able to put in software contracts with expiring notifications is really nice. **What do you dislike about ManageEngine ServiceDesk Plus?** Don't like that it's not super flexible. Features we have requested to be fixed over the years have been ignored. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Relatively inexpensive. Does not integrate well with other systems (i.e. Jira). Can be cumbersome to install mail certificates and other integrations. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Solving the business problem of a I.T. Helpdesk. We have realized that it cuts down a lot on phone calls. ### 33. Service Desk PLUS **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** ease of use great support ability to tie in other Manage Engine products to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user **What do you dislike about ManageEngine ServiceDesk Plus?** No ability to bulk close multiple tickets relating to a single solution. No true solution database cant really set up keywords making it difficult to use as a knowledge base. Cant easily sort views or change view by changing column size makes it difficult to view all info as it gets cut off. Need the ability to sort of multiple fields or even group out based on fields. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Defiantly try this out it has multiple options and addons to make this a great piece of software for your company **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** tracking and maintain helpdesk ticketing system Ability to setup procedure for implimenting chages with templates and making sure approval for changes are tracked ### 34. Decent Help Desk System In Need of Some Changes **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The ability to effectively manage help desk tickets, monitor, respond and close tickets **What do you dislike about ManageEngine ServiceDesk Plus?** A robust SaaS version of the product. The current SaaS offering is way behind in feature set to the on premise version **Recommendations to others considering ManageEngine ServiceDesk Plus:** This application has a dependency on SQL for the on premises version. There are times when familarity with SQL or having a SQL database admin is really helpful **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Being able to effectively manage a help desk ticketing system for internal and external users across 42 countries. ### 35. Great Product for a great price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The Asset and Contract Management with the built in Help Desk **What do you dislike about ManageEngine ServiceDesk Plus?** I wish it was more integrated with other products. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If investing is ServiceDesk Plus. I would also recommend tying it to other ManageEngine Products such and DesktopCentral and ADSelfService Plus. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** The Help Desk allows us to track and sort trouble tickets more efficiently. Contract and Asset management has really help cut down on our "Paper" files ### 36. Simplicity at best **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Very simple helpdesk tool. Pretty easy to configure and understand. User friendly. **What do you dislike about ManageEngine ServiceDesk Plus?** GUI needs to be improved. More content types needed. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Issue tracking is done using ManageEngine ServiceDeskPlus. ### 37. easy to use ticketing solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** This is a pretty simple, straight-forward solution to use for service requests. This is coming from after using Track-It, which is a beast of a product and had way too many bells and whistles. If you need a straight-forward solution to enter tickets and assign to technicians with follow-up capabilities, I would suggest that you at least take a look at this product. **What do you dislike about ManageEngine ServiceDesk Plus?** sometimes the mail fetch craps out without good reason... tech support is there, but responses seem canned and have to press for someone to get better technical support. **Recommendations to others considering ManageEngine ServiceDesk Plus:** at least try out the demo, and ask questions that you have in regards to what you're looking to achieve. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** 1. place to organize all service requests that come in 2. ability to add notes, send correspondence and keep track 3. auto generates requests sent to email address 4. auto-assign tickets based on 'x,y'z' ### 38. Pleased & Surprised **Rating:** 4.0/5.0 stars **Reviewed by:** Charles T. | Chief Information Officer, Maritime, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** The name does not do the product justice. The suite of solutions many capabilities, as they relate to ITIL. **What do you dislike about ManageEngine ServiceDesk Plus?** The AD360 product should have a virtual directory capability. Marketing should be engaged. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Ensure you document your requirements prior to making the purchase. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Service Ticket capture and resolution. Need to work on dashboards and reporting to optimize service desk users. ### 39. ManageEngine ServiceDesk Plus Daily User **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** ServiceDesk Plus allows you to have emails, notes and resolutions all contained within a request. It is easy to create, update and close a request. I like the AD Authentication as well. **What do you dislike about ManageEngine ServiceDesk Plus?** I don't like the search functionality. It is somewhat cumbersome if you want to narrow down your search. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would recommend this software for mid to smaller companies. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use ServiceDesk to keep track of requests and the history of the requests. Reports are ran on a regular basis to view the volume of requests that are received and the timeliness of completion. ### 40. Hit and Miss **Rating:** 2.5/5.0 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?** - AD Authentication - Able to have emails, notes, history all contained within a ticket. - Customizable request screens/columns - Use of Business Rules to auto-route tickets **What do you dislike about ManageEngine ServiceDesk Plus?** - Service Catalog features are limited. You cannot expand and collapse sections within the template or incorporate additional graphics to enhance the look. - Search functionality issues - Cannot have email conversations added to Change Requests when CAB members want to discuss details. - Unable to set scheduler by hourly shifts. Eg. Technician group A works from midnight to 8am. Technician group B work from 8am to 4pm. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Works best for mid-sized to smaller companies. I don't think this tool works best for large corporations especially if there are complex processes and workflows. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Business rules are helping to automatically route tickets and reduce extra work for Service Desk and speeds resolution times and improves customer satisfaction. ### 41. Review for ManageEgnine ServiceDesk Plus **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in International Trade and Development | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** How easy it is to customize. Easy to learn and use. **What do you dislike about ManageEngine ServiceDesk Plus?** Some of the reports are limited. Have to refresh screen a lot. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Easy to use and setup. Really easy to customize, easy on the overhead. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** inventory ### 42. Says it can do a lot - but try it first. **Rating:** 3.0/5.0 stars **Reviewed by:** Jamie I. | Service Desk Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 10, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Clean request interface Contains a lot of the basic functionality you need to run a service desk A lot of customisable notification features Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version). **What do you dislike about ManageEngine ServiceDesk Plus?** Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number of accounts can result is an unsustainable amount of administration. Although SDP has a large range of functionality, you can tell it hasn't been developed in depth. Although it does the operation on paper, day-to-day use can end up being frustrating. Design can be a bit ugly - windows not sizing correctly, incorrect English, HTML breaking preview windows etc. Support operates in India Standard Time. Functionality can often just break. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Really get your use cases right before evaluating - some of the functionality you may assume that is there may not be and trip you up. Actually try the functionality for yourself rather than taking the systems word for it. If you require MSP functionality, make sure you know what is involved in the administration of multiple accounts (eg adding technicians to teams, when each site has it's own team configuration). **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We use ServiceDesk Plus MSP to run our incident, request, problem and change management. We provide managed network and cloud services to multiple external customers, and need a system that can handle managing multiple customers with multiple services, whilst adhering to multiple SLAs. ### 43. Gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Easy to navigate for requests and fairly self-explanatory. **What do you dislike about ManageEngine ServiceDesk Plus?** This platform gets the job done but I would question the effectiveness of it. It doesn't seem to be easily customizeable. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Purchase orders and service requests. Organizes requests ### 44. IT Help Desk technician that uses the product for ticket management. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I like the fact that you can generate so many different reports with your data in Service Desk Plus. We also like being able to save the solutions for our problems so that we can reference them for future use. The solutions have came handy in the instance of our many reoccurring end user issues. **What do you dislike about ManageEngine ServiceDesk Plus?** I do dislike some of the interface design. Overall it is a good design, but seems a little out of date. I do like all of the info graphics on the dashboard. It would be nice if we could customize the colors of some of the graphics. **Recommendations to others considering ManageEngine ServiceDesk Plus:** I would recommend this product for its overall user friendly environment. Once again, you can retain a lot of information through this solution. We were also able to utilize the solutions portion in order to ensure that we were consistent with our application of solutions for problems that kept occurring over and over. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We are solving our record retention and any issues that we had with producing proof of work. The amount of reports you can run to specify what departments or areas of your business are creating the most tickets in certain periods of time are also extremely useful. ### 45. It is great product that is easy to use and has full functionality **Rating:** 5.0/5.0 stars **Reviewed by:** Sreeni V. | IT Infrastructure Director, Electrical/Electronic Manufacturing, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** It is very simple to setup. Very easy to use Price is very attractive Support is extremely good Reporting function is really good. we can run our own reports Reporting functionality is very useful Active directory integration helping greatly Single sign on make users to login seamlessly Business Rules are great feature that automate the Tickets Change Management follows the ITIL Framework that help a lot Dashboard gives quick view for the management and save managers time to monitor this system This can be implemented to multiple countries and also can be implemented for multiple Depts **What do you dislike about ManageEngine ServiceDesk Plus?** I do not dislike anything in the Service desk Plus product There are not many things that anyone would dislike **Recommendations to others considering ManageEngine ServiceDesk Plus:** Great! We recommend the product very much as it offer great performance and functionality at affordable price. it come with great support **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Stream line the helpdesk function Requests can be added, and followup easily Reporting functionality is very useful Active directory integration helping greatly Single sign on make users to login seamlessly Business Rules are great feature that automate the Tickets and this save time for the ticket resolution Change Management helping greatly Change Management follows the ITIL Framework that help a lot Dashboard gives quick view for the management and save managers time to monitor this system This can be implemented to multiple countries and also can be implemented for multiple Depts ### 46. Good product becoming great **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy S. | Network Manager, Law Practice, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Lots of features that can be customized. Lots of features in the pipeline and take user feedback seriously. Have never had an issue getting a feature request implemented. Always responsive to support requests. **What do you dislike about ManageEngine ServiceDesk Plus?** Some missing key functionality. Rules can not be setup to run on a timed scheduled but have to run when something happens. They are working to resolve this but it has not been implemented thus far. Web front end is sometimes held up by back end processes. An example would be when an email is spawned, the web front end just waits and waits instead of allowing user to continue working. Upgrades aren't easy if you have any customizations implemented for SSL. You have to perform the customization each time you upgrade. Service won't start until this is resolved each time. **Recommendations to others considering ManageEngine ServiceDesk Plus:** If you can get the all encompassing product, you will be in the best shape. Unfortunately, we had to purchase add ons and in the end could have had all features instead of a couple of the add ons. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Helpdesk system. Feedback for management and accountability. Reporting. ### 47. Manages pretty well **Rating:** 3.5/5.0 stars **Reviewed by:** Michael L. | Systems Engineer, Consumer Goods, Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2017 **What do you like best about ManageEngine ServiceDesk Plus?** Very configurable with lots of flexibility in designing input forms and categories. **What do you dislike about ManageEngine ServiceDesk Plus?** Nothing about Service Desk warrants a complaint from me. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Improved SLA's, more productive use of time, better collaboration. ### 48. ServiceDesk Plus was everything our school was missing **Rating:** 5.0/5.0 stars **Reviewed by:** Frank G. | Founder, Health, Wellness and Fitness, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** Our HelpDesk Technicians were constantly being pulled in every direction with no real workflow or priority to incidents. ServiceDesk Plus was a huge improvement in our organization. High priority items are now getting resolved in a timely manner... There's now organization on how help desk requests are submitted.. and help desk requests aren't being missed. The inventory and asset module is also key! Now we have even better insights into what assets we have, when they were purchased, plus so much more. **What do you dislike about ManageEngine ServiceDesk Plus?** I honestly can say there isn't really anything I dislike about this product. **Recommendations to others considering ManageEngine ServiceDesk Plus:** In my opinion, ServiceDesk Plus is a no brainer for anyone needing organization and attention to detail when it comes to help desk requests. But the program is also so much more than that. It's what every IT Administrator or Director needs in order to keep things automated, organized, and running efficiently in their department. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** Help Desk requests and organization has greatly been solved through this problem, including asset inventory. ### 49. ServiceDesk Plus allows our IT department to have a full picture of everything everyone is working o **Rating:** 5.0/5.0 stars **Reviewed by:** Don K. | Manager of Information Technology, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** The integration of user problems in the helpdesk with projects and a global picture of the department's workload and long range plans. **What do you dislike about ManageEngine ServiceDesk Plus?** It's hard to get reports that show work across all modules. We do everything with tasks but analytics currently focuses on requests and gives a false impression of what we really do without looking at projects and changes. **Recommendations to others considering ManageEngine ServiceDesk Plus:** The ability to balance real-time helpdesk requests with structured project & change management is a major problem for a medium sized IT department spread out across multiple offices. Leveraging SLA's allows us to know when to react immediately, leaving the project... vs being able to stay on task and finish what we started while still meeting the end users expectations. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** We have been able to get users to request help via email allowing us to see where we spend our time and provide reports back to department heads. We have implemented several task based service requests allowing efficient reproduction of routine tasks. We leverage the project module very much as it allows us to incorporate contractors and capture their time and costs and associate them to the proper department. ### 50. A lot of great features and modules but not a lot of community support or training materials. **Rating:** 3.0/5.0 stars **Reviewed by:** Jason C. | Vice President & Chief Information Officer, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about ManageEngine ServiceDesk Plus?** I like the integration between modules and functions. There is a lot of functionality packed into the overall package. I wish we had a best practices implementation guide when we started to take full advantage of everything from the outset. I also like being able to write my own custom queries for analytical purposes. We have taken advantage of that. **What do you dislike about ManageEngine ServiceDesk Plus?** The interface has several little quarks that can make navigation and ticket submission challenging for our customers at times. I wish there were technician training videos readily available. I also wish there were some module specific overviews (videos) for the admin. We have spent a ton of time figuring things out by trial and error. We have particular difficulty with the asset management portion of the application especially with how it integrates with the purchasing module. We constantly fight duplicate assets and support has not been helpful. I have purchased far more asset licenses than I need just to have a buffer to handle these duplicates before they can be cleaned up. We also have Desktop Central and we have never gotten the two databases to sync as was originally promised. We essentially have to manage two separate inventories because of it. The service request function is almost good. It doesn't quite meet our needs in the routing function so we have to use an incident request template and manual processes as a work around. **Recommendations to others considering ManageEngine ServiceDesk Plus:** Consider some implementation help. We were basically given the software and left to fend for ourselves. Support for our implementation wasn't near as robust as I had hoped and the online community is present but not as active as I had hoped. Support will help you with minor issues but they are really only a help desk. They have yet to resolve some of our larger issues and language can be a barrier. **What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?** I was able to reduce some calls to the help desk by implementing the customer portal. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+02%3A43%3A31+-0500&secure%5Bsession_id%5D=83a16144-4d02-4c02-8e76-6a098a090dde&secure%5Btoken%5D=a6dc3d01ff7faa2e958270f9d372169f38f6834395c3ba45816be8052d91dc2e&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 (1,295 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)