ManageEngine ServiceDesk Plus Software


 

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance.

ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. 

Further automation is provided by the “business rules” feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.

 

ManageEngine ServiceDesk Plus - Software reports
 
  • ManageEngine ServiceDesk Plus - Software reports
    Software reports
  • ManageEngine ServiceDesk Plus - Asset management
    Asset management
  • ManageEngine ServiceDesk Plus - Dashboard
    Dashboard
  • ManageEngine ServiceDesk Plus - Knowledge base
    Knowledge base
  • ManageEngine ServiceDesk Plus - Project management
    Project management
  • ManageEngine ServiceDesk Plus - Service level agreement
    Service level agreement
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

110 Reviews of ManageEngine ServiceDesk Plus

 

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Software Advice Reviews (14)
More Reviews (96)

Showing 1-14 of 14

Alex from Javitch Block
Specialty: Other services
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Lots of useful features; But counter-intuitive and clunky overall

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

Review Source
 
 

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Great software here!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

What I highly admire with this product is the features in tracking incidents, bugs etc. I also love the design.

Cons

A little bit expensive but it is worth to spend with. And I would love also if it has a auto refresh option.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Excellent software!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

What I really like here is you can manage to achieve good work with a huge number of clients. And it has a lot of option to manage.

Cons

Sometimes it is a little bit laggy but not the most of the time, maybe because of may long usage time range. But all in all great product out here!

Review Source
 
 

Iwan from Lanta
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Incident Management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Capture, identify to issues and service requests. Monitoring module for build and monitor service agreements is great.

Cons

Technical support works very poorly. The time for answering case is too long very often, we do not have a good solution for the support case.

Review Source
 
 

Paul from SCTCS
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

ServiceDesk can turn your helpdesk around.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

You need tracking for all those user tickets, and ServiceDesk will give it to you. If you're tired of balls getting dropped, ServiceDesk can help you like it helped us.

Cons

Manage email settings carefully, so that everything is getting a ticket but you're not covered in ticketing emails. This can be a bit of a balance.

Review Source
 
 

Austin from Rehmann
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Not ready for Enterprise or Cloud

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This tool has a good number of out-of-the-box workflows, alerts and templates for tickets. It was quick and has an easy-to-use administration menu.

Cons

For those looking for a Help Desk solution that you can heavily automate, this is not the answer. That is especially true if you're looking to have the solution hosted in the cloud. The SaaS version did not allow for script execution against on-prem nodes; only the on-prem version can do this. Reporting requires an additional cost as well.

Review Source
 
 

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Self-service efficient tool with great tracking and other features is finally here!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We use support request tracking a lot and this tool looks pretty promising in that arena. From the birth of the ticket until it is solved or escalated, it helps gain a lot of understanding of what is going on with the ticket. Emailing facility along with web portal access was needed and now it's finally here. hope it only goes uphill from here.

Cons

100 % recommended and highly advised. It must be a little expensive when it comes for companies with small budget, but i suggest you guys should still provide support to free versions too.

Review Source
 
 

Nick from FSST
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

You get what you pay for

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pros

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Review Source
 
 

Brett from KVC
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

Great Tracking Tool and Self-Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Cons

The software is not the most intuitive and requires some training to really be able to navigate well.

Review Source
 
 

Jacob from Chameleon IT Service
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Feature-full and beautiful

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Very nice looking and useful reporting charts. A way to more closely mimic what paper forms look like would be nice.

Pros

The features and whatnot are very powerful and there are lots of them. The layout is beautiful. The software is easy to configure and tie in with other software.

Cons

The layout for the users could be better. It is a bit hard for some that are used to paper forms to get used to the app on tablets and especially on phones.

Review Source
 
 

Mike from Curo Health Services
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Recent ManageEngnie Service Desk Implementation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, this produce has been a benefit to our organization.

Pros

Helping us keep internal communication in one place
Aiding our HR department to better serve our employees
Helps monitor different stages of onboarding

Cons

With certain features you may have to click through multiple tabs
It takes a while to learn out to navigate the system

Review Source
 
 

Debby from Triskel Consulting
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

September 2017

September 2017

ManageEngine Service Desk Plus

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have used ManageEngine for a few clients and have found the product amazingly quick to implement. It is an excellent tool for any IT Service Desk.

Pros

Ease of use and quick implementation. Fully ITIL. Easy to customize the screens. Excellent reporting and workflow.

Cons

Manual implementation of business rules - no functionality to import the rules. SLA / Priority Matrix is not very easy to customize.

Review Source
 
 

Marc from CscProvidence
Specialty: Education
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I thought it was a great product that was easy to use and setup.
However our purse strings are just a little too tight.

Pros

easy to setup, support was quick to answer back.

Cons

too expensive for a small school board
the free standalone version has no support.

Advice to Others

if this is in your price range, you should really take a look at it.

 
 

Greg from Fidelity Bank
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

Decent product for the money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case.

Great product for the money.

Pros

Easy setup.
Integrates with AD.

Cons

Support is a bit difficult to obtain but appears to be getting better.

 
 
 
Showing 1-20 of 96


December 2018

December 2018

You are the beta tester

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

Pros

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Cons

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Review Source: Capterra
 


December 2018

December 2018

ServiceDesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

ServiceDesk keeps your work orders organized through peak demand periods as well as projects that may be long in duration. Communication with end-users on tickets is very easy and modifying service request is as intuitive as it gets.

Cons

Locating users that recently submitted a ticket; Advanced search works but sometimes returns erroneous results.

Review Source: Capterra
 

Ryan from Sunrise Communications
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

ManageEngine ServiceDesk Plus (MSP)

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Cons

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

Review Source: GetApp
 


November 2018

November 2018

Perfect for what we use it for

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

No real problems, but Support are very helpful should any arise.

Pros

It allows me to log who uses which machine and keep an inventory of all assets we have on site.

Cons

It became slightly less user friendly with a product update.

Review Source: Capterra
 

Javier from PlumChoice
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

A fantastic tool for Help Desk Admins or System Engineers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

This tool offers such an incredible value. There are tools built in that are considerably more at a bigger company down the road.

Cons

The older versions were hard to navigate and get started. That has changed but there are still more updates that can improve the service over time.

Review Source: GetApp
 

Alan from Harper College
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Way better Service Desk applications out there

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Cons

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Review Source: Capterra
 


September 2018

September 2018

BASIC BUT SEAMLESS

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

The amazing thing about ServiceDesk is its ability to automatically provide the new employees with the new information they need. Also, the contract management feature with automated reminder is also a big plus with this software. It is a great software for just a few tasks since it advertises just little tasks, it provides what it advertises.

Cons

Tech support is a little difficult to contact and gets back to you longer than they should.

Review Source: Capterra
 

Glyn from LexisNexis
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Great service management software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Generally good.

Pros

Great system for tracking changes, incidents, bugs etc and associating change control with processes.

Cons

The user interface can sometimes feel a little clunky, otherwise it's a fairly good product.

Review Source: Capterra
 

Jorge from Novatium Argentina ARL S.A.
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Great Ticketing tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Here we are using serviceDesk plus for manage issues and request related to IT support

Pros


The ease of use and adaptation of end users

Cons

That doesnt have an autimatic refresh option

Review Source: Capterra
 

Igor from DB2 Limited
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Excellent service to automate technical support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Thanks to application statuses, you can achieve effective work with a large number of clients at the same time. For us, this is important, since our staff does not employ as many employees as we would like, and the number of requests received from customers is enormous. To provide support in the application, there are all necessary tools, such as reports, notifications, integration with mail services.

Cons

For some reason, there is no section with frequent questions, although this is very lacking. But in general, the program fulfills all the requirements to it.

Review Source: Capterra
 


August 2018

August 2018

Servicedesk+

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Servicedesk got lots of improvements since we started using it in 2014. It’s getting better.

Pros

Covers all aspects of ITIL and has lots of options to manage the servicedesk

Cons

Assets management needs lots of work to make it dynamic and easy to use.

Review Source: Capterra
 


August 2018

August 2018

Very efficient

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Is very intuitive with the final user, for the requester and also for the technician

Cons

Sometimes it gets stuck if you don't have the proper connection, which means is a little bit heavy

Review Source: Capterra
 


August 2018

August 2018

Maybe the best ticketing system in the market. Great way to organize multi-located teams.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Cons

Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

Review Source: Capterra
 

Pablo from Alvear Art Hotel

July 2018

July 2018

Excellent. A User Friendly Complete solution.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Managing IT Requests in a properly way is leting us to focus on major projects at the company

Pros

Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great.

Cons

I would like to see more templates for regular requests. And I suggested marketing team to provide customers help with onboard materail

Review Source: Capterra
 


July 2018

July 2018

Good service desk program on the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

quick and automatic assets discovery

Pros

it software offers good contract and assets management service in the organization ,
The software functionality is pretty good with excellent program executable speed and does not consume large memory
The service desk API gives customers full control to automate and integrate with other applications

Cons

This application has taken long to be updated and include more features and functions.
Include training tutorials for each function to ease understanding of all features in the software

Review Source: Capterra
 

Tawanda from Axis Solutions

July 2018

July 2018

It has made producing reports easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

Cons

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

Review Source: Capterra
 


July 2018

July 2018

The software works really good once you configure it according to your needs.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Incident and problem management is easier now compared to the previous IT management software I used. It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

Pros

For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly. It provides a great level of detail and it makes very easy for both clients and technicians to track the progress of the equests.

Cons

This IT management software provides many tools and options you won't find in similar software but the configuration process could be a little less complex and more user friendly. All things considered, I think ServiceDesk Plus is one of the best IT management software on the market right now.

Review Source: Capterra
 

Leia from Listerhill Credit Union
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

ManageEngine has Streamlined our Helpdesk!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Review Source: Capterra
 

Ryan from DuPage County Health Department

June 2018

June 2018

The product has enabled us to more quickly and seamlessly provide support for our staff.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Workflows for tickets such as automatic approvals for new hires by a hiring manager
Multiple forms of entering a ticket (web, email, keywords in email)
Replying to user within ticket for a seamless end user experience
Separation of tasks within a ticket for different groups
Management of our contracts with automated reminders
Ability to import asset information and create relationships for identifying staff ownership of assets
Easily create solutions that both end users and technicians can refer to
Software is constantly being updated to meet needs of user base

Cons

- Support can take a bit to get back to you on issues
- It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

Review Source: Capterra
 

Majid from Fractal Analytics Pvt. Ltd
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

one solution for operatons need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

complete one stop solution

Pros

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Cons

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

Review Source: Capterra
 
 
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