G2

Antonio M.

Director of Technology

Manufacturing

Mid-Market (51-1000 emp.)

8/19/2026

"ManageEngine SD Plus Streamlined Our Help Desk with ITIL and Smart Ticket Automation"

5/5

What do you like best about ManageEngine ServiceDesk Plus?

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.

What do you dislike about ManageEngine ServiceDesk Plus?

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.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

Without a doubt, the chaos in our customer service has been eliminated, and with SD Plus we’ve reached an average first response rate of 85%. On top of that, the contracts module has helped me plan IT expenses more effectively and stay on top of renewals so they happen on time. Review collected by and hosted on G2.com.