All ManageEngine ServiceDesk Plus Reviews

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Guillermo

1,001 - 5,000 employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed May 2021

Impressive Value

User Profile

Nicat

Verified reviewer

Government Administration, 201-500 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2023

My experience has been amazing and productive

As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

PROS

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

CONS

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Reason for choosing ManageEngine ServiceDesk Plus

Looking at other alternatives, this product is the most convenient to use.

Boyang

Information Technology and Services, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed March 2023

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

PROS

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

CONS

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

Reasons for switching to ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus offers a great combination of features and capabilities for an ITSM solution. It is more user-friendly than many of its alternatives, and its automation capabilities can help to streamline the service request process. Additionally, the reports it generates are comprehensive and provide great insight into the performance of our IT services.

User Profile

Alan

Verified reviewer

Higher Education, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

FUNCTIONALITY

3

Reviewed October 2018

Way better Service Desk applications out there

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.

Motwakil Osman

Oil & Energy, 501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed January 2024

ManageEngine Service Desk review

A very good experience helped me alot with inventory

PROS

Ticketing system is top and every aspect is covered

CONS

A little difficult to implement for beginners

Reason for choosing ManageEngine ServiceDesk Plus

Easier and more rich and customer support

Anonymous

201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed February 2023

Great product for its money

Overall this product is really well made and compared to its competitors is really well priced.

PROS

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

CONS

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Reasons for switching to ManageEngine ServiceDesk Plus

this product was a better fit for the organization.

Michael

Financial Services, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed February 2022

Good product, but support needs to improve

Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve

PROS

Easy to setup and get started, mostly conforms to ITIL standards

CONS

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

Reason for choosing ManageEngine ServiceDesk Plus

Best combination of price, configurability, usability

Reasons for switching to ManageEngine ServiceDesk Plus

Limited functionality and was unstable

Anonymous

1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed January 2021

A basic Helpdesk software

I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets.

PROS

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

CONS

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

Reason for choosing ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.

User Profile

José

Verified reviewer

Oil & Energy, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2022

Good IT Ticking system

The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

PROS

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

CONS

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Reasons for switching to ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a robust solution.

Andrés

Information Technology and Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed November 2021

Excellent tool to start operating a service desk to align with ITIL

The solution is very easy to deploy, operate and manage, and it is also ready to install and use. It is required to have basic knowledge in the administration of help desks to be able to administer correctly.

PROS

It is very easy to implement, very friendly and out of the box "install and use"

CONS

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

Reason for choosing ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL

Peter

Real Estate, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed 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

Reason for choosing ManageEngine ServiceDesk Plus

Ease of use and integration/export possibilities.

pritesh

Information Technology and Services, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2023

Organization improvement product : ManageEngine ServiceDesk Plus

We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

PROS

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

CONS

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Reasons for switching to ManageEngine ServiceDesk Plus

Becuase of support issues and reports featching issue.

Raj

Public Safety, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2020

One stop shop for ITIL based efficient Servicedesk

Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

PROS

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

CONS

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Ankit

Banking, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2023

Keep Track of Issues

PROS

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

CONS

The UI of the application can be improved so it can become more user friendly

Aman

Non-Profit Organization Management, 1,001-5,000 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed December 2019

Easy implementation with highly intuitive configuration set up

Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

PROS

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

CONS

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Reason for choosing ManageEngine ServiceDesk Plus

Cost

Ryan

Verified reviewer

Telecommunications, 51-200 employees

Used daily for more than 2 years

Review Source: GetApp
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

2

FUNCTIONALITY

4

Reviewed November 2018

ManageEngine ServiceDesk Plus (MSP)

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.

Anonymous

5,001-10,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2021

Impressive Value

Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

PROS

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

CONS

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

Ofentse

Retail, 5,001-10,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2023

ManageEngine Service Desk Plus - Great helpdesk solution

We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

PROS

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

CONS

There is nothing really we have not liked so far with the product.

Mike

Paper & Forest Products, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

5

Reviewed October 2020

ServiceDesk Plus - Manage your Helpdesk with Ease

it has been an invaluable tool these past years to keep track of our helpdesk tickets.

PROS

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

CONS

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

User Profile

Billy

Verified reviewer

Retail, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2018

Among the top

Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

PROS

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

CONS

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Anonymous

11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2018

Great ITSM Software with on-prem and Cloud options!

PROS

ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

CONS

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

MRUDUL

Media Production, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed June 2019

Under Utilization Of Tool And Almost No Support From Vendor

The tool provides with various features of which we at our company are using only Incident Management & Change Request Feature, there are other various features which are available like Asset management, but since there is no one from support team working or timely feedback taken from customer for improvement the tool is very much under-utilized.

PROS

Incident management report which is very critical as being part of service delivery

CONS

Product support from vendor is not upto the mark

Anonymous

10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed May 2019

Tracking Your Progress

Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for

PROS

ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do

CONS

I am not too fond of the general user interface but it gets the job done nonetheless.

Tawanda

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2018

It has made producing reports easy

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 .

dc

Non-Profit Organization Management, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

3

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed August 2016

Tech support actually best part of the product

The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Showing 1 - 25 of 200 Reviews