About ManageEngine ServiceDesk Plus

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. 

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Supported Operating System(s):

Windows XP, Web browser (OS agnostic), Windows 8, Windows 10, Not Applicable

145 Reviews of ManageEngine ServiceDesk Plus

Average User Ratings

Overall

4.28 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(74)

74

4 stars

(48)

48

3 stars

(16)

16

2 stars

(4)

4

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 145 results

July 2018

Leia from Listerhill Credit Union

Verified Reviewer

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

ManageEngine has Streamlined our Helpdesk!

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!

July 2019

Sam from Tax Defense Network

Verified Reviewer

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

2.0

Functionality

4.0

July 2019

Great ticketing system for helpdesk

This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

September 2020

Brown from State of Franklin Healthcare Associates PLLC

Company Size: 501-1,000 employees

Industry: Health, Wellness and Fitness

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

3.0

Functionality

4.0

September 2020

Good Ticketing System

Pros

I like that it is a one-stop shop for ticketing, change management, and inventory.

Cons

Some of the developer features are a bit lacking and hard to grasp.

December 2016

Mark from Shamrock Trading Corp.

Company Size: 201-500 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

2.0

December 2016

Basic Helpdesk Application

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

May 2020

Peter from Storeandpark

Company Size: 2-10 employees

Industry: Real Estate

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

May 2020

Sevdesk - easy to use bookkeeping software

It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses

Pros

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

Cons

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Reasons for Choosing ManageEngine ServiceDesk Plus

Ease of use and integration/export possibilities.