ManageEngine ServiceDesk Plus Reviews & Product Details

ManageEngine SD Plus has been a big help for our help desk by automating a large part of the process. Before that, we relied on Excel to manage cases, and user requests came in through voice calls, cell phone calls, and personal WhatsApp messages. That mix created chaos in service delivery and led to user dissatisfaction.<br><br>With ManageEngine SD Plus, we were able to organize the help desk in line with ITIL standards. For instance, we set up several official support-request channels by integrating it with email, Teams, corporate WhatsApp, and an easy-to-use web portal. The built-in AI, ZIA, is also very useful because it streamlines workflows by automatically assigning each ticket to the agent who should handle it.<br><br>From my perspective as the Director of Technology, it also gives me better visibility into agent activity and helps me manage our database of contracts and software licenses. Review collected by and hosted on G2.com.

I believe the company's needs are met by the solution, which offers a range of integrations and add-ons that allow us to expand its reach. Review collected by and hosted on G2.com.

I like that ManageEngine ServiceDesk Plus is highly customizable and has rich configurations. It's very flexible and easy to integrate to or from other products, which increases the value I get from it. I use it as an ITSM solution for tracking tickets effectively and analyzing the big picture. It has a wide range of modules, like incidents, requests, problems, inventory, and changes, which make it powerful enough to track and convert incidents and requests effectively. It supports approvals from multiple people, which makes life easier by covering the needs before proceeding. It's quite easy to configure, and the product's nature understands the need for high customization. Review collected by and hosted on G2.com.

ManageEngine ServiceDesk Plus is a good product, but it improves slower than its competitors in my opinion. New features come in time, but when critical or customer-specific ones are needed, I cannot say it's agile on this matter. Review collected by and hosted on G2.com.

TSM Excellence (Ticketing & Beyond):

It isn’t just for "my printer is broken" tickets. It follows the ITIL framework, meaning it has dedicated modules for Incident, Problem, Change, and Release Management. If you want to track the root cause of a recurring server crash or plan a company-wide software update with approval stages, SDP handles the logic. Review collected by and hosted on G2.com.

Initial Setup: The sheer number of toggles and settings can be overwhelming at first. Review collected by and hosted on G2.com.

I find the ticket automation and escalation features incredibly helpful, as they reduce our team's manual efforts in handling support tickets. The integration with other ManageEngine tools, like Endpoint Central, is a huge plus, allowing remote access to internal users seamlessly. I also appreciate the smooth and straightforward deployment process that made setup a breeze for our large organization. Review collected by and hosted on G2.com.

The fact that you have to buy an instance if you want separate helpdesk portals for each department. Review collected by and hosted on G2.com.

It provides a wide range of features that are useful for everyday tasks and also supports integration with various tools and services. ME has introduced a variety of new tools and integrations, which truly make it more powerful. I would also like to give kudos to the support team, who assisted us with different issues and helped resolve them. Review collected by and hosted on G2.com.

The portal is a little slow if you get the hosted plans. It takes some time to customise and get what you need with the tool. its slow but has too many features to look after. Review collected by and hosted on G2.com.

I like best about ManageEngine ServiceDesk Plus is its easy-to-use interface, strong ITIL-aligned workflows, and powerful ticket automation. It helps streamline incident, problem, and change management, improves SLA adherence, and enhances overall service delivery and end-user satisfaction. Review collected by and hosted on G2.com.

I dislike about ManageEngine ServiceDesk Plus is that the initial setup and customization of workflows can be time-consuming, and some advanced features require additional configuration and training. The UI can also feel slightly heavy in large environments. Review collected by and hosted on G2.com.

It is a simple interface design. Most features are easy to find. Review collected by and hosted on G2.com.

The limitations on the number of fields you can use make it difficult to build many of the customizations we want into our ticketing platform.

It also doesn’t integrate well with some of our applications the way our old ticketing system did. Because of that, we had to create a connector to generate tickets in the old system based on ME tickets, keep that system around with minimal licensing, and continue handling those specific ticket types there. Review collected by and hosted on G2.com.

The ability to manage tickets, the ease with which they are read, and above all, the ability to assign tickets easily Review collected by and hosted on G2.com.

Its interface is a bit austere and the lack of customization Review collected by and hosted on G2.com.

There is a lot of things you can do with ServiceDesk Plus, though a lot of it comes down to custom coding. Review collected by and hosted on G2.com.

I dislike that there isn't clearer documentation on how to do some things, such as doing webhooks or system field names. Review collected by and hosted on G2.com.

We love that ServiceDesk Plus integrates with ManageEngine's (Endpoint Central) other products, like Asset Manager and the main EC platform. The amount of features and customization in ServiceDesk Plus are thoughtfully put together. The interface is easy to learn and easy to navigate for new users, with super intuitive buttons and processes. This platform is used all day, every day, by a large team. When we need new features or even help with our current tenant, their support has been fantastic. Review collected by and hosted on G2.com.

Some additional AI features for automatically replying to tickets would be great, as the current replies are largely based on keywords. Review collected by and hosted on G2.com.