ManageEngine ServiceDesk Plus MSP Software


 

ManageEngine's ServiceDesk Plus MSP is an on-premise IT service management (ITSM) solution that provides managed service providers (MSPs) with account management, incident management, automated billing and more. It is compatible with Windows 10, Windows XP and Linux operating systems.

ServiceDesk Plus MSP tracks key performance indicators (KPIs) and identify different avenues for offering services, client acquisition and revenue generation. Users can deploy agents who can scan for changes and push them to a service provider. The auto-assign functionality assigns technicians tickets based on availability and access.

Additionally, ServiceDesk Plus MSP offers management capabilities for problems, assets, purchases and contracts, service catalogs and custom reporting options. The solution supports integration with various third-party IT management applications. Mobile applications are also offered for iOS, Android and Windows devices.

ServiceDesk Plus MSP offers services on a subscription basis, as well as perpetual licenses.  Support is available via phone, email and through an online helpdesk.

 

ManageEngine ServiceDesk Plus MSP - Configuration wizard
 
  • ManageEngine ServiceDesk Plus MSP - Configuration wizard
    Configuration wizard
  • ManageEngine ServiceDesk Plus MSP - Create new incident
    Create new incident
  • ManageEngine ServiceDesk Plus MSP - SLA rules management
    SLA rules management
Supported Operating System(s):
Windows XP, Linux, Windows 10

106 Reviews of ManageEngine ServiceDesk Plus MSP

 

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Software Advice Reviews (15)
More Reviews (91)

Showing 1-15 of 15

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
 
 

Jean-Louis from Marin Ventures Inc
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Old and clunky

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

ManageEngine is cheap to get in, and does an OK job. Will get you over the hump, and is good for a small shop.

Cons

They are over zealous about promoting the ITIL enablement without real consideration for the functionality of the software. There are better options out there for better value. They nickle and dime you all the way. and pulling reports that are not canned, is like pulling teeth. The project management portion is useless.

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 91

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
 

Zolyn from Chung cheng high

June 2018

June 2018

It is a very good experience for me with service desk plus as it is easy to use

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

I like the fact that service desk plus is so simple and easy to use. For someone like me that takes a long time to learn stuffs i was able to learn how tp use this in a short time.

Cons

There is nothing that i like least about the service desk plus as all the features are awesome and well done.

Review Source: Capterra
 


June 2018

June 2018

Impressive capabilities

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

Feature-rich capabilities around incident/problem management as well as service request/project management. I also like the contract management feature and was impressed at how easy and flexible the inventory management was.

Pros

Service Desk surprisingly has a ton of features packed into well laid-out screens. It was competitively priced, as well.

Cons

I haven't really found anything I don't like. The more familiar I became, the easier it was to use advanced features.

Review Source: Capterra
 

Juan from Laser Comuptación
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Nice tool for IT

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

Stability, friendly

Pros

Friendly, this is powefull tool that let us to take all over control, the DB Base option Postgress or MS SQL Server is comfortable

Cons

The admin GUI i think that you have to reorganize it, is difficult to seek something, of the rest I like the ease of handling

Review Source: Capterra
 

Nicholas from PreCheck
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Service Desk is good

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

Its good, easy to use, fast, functional.

Cons

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

Review Source: Capterra
 

Mack from Pilot Catastrophe

June 2018

June 2018

Makes tracking our work easy and 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

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Cons

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.

Review Source: Capterra
 
 
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