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.



111 Reviews of ManageEngine ServiceDesk Plus

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 111 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Useful tool, but not great

The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

Pros

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Cons

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

3 of 5

December 2018

You are the beta tester

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.

December 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

ServiceDesk Review

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.

November 2018

Ryan from Sunrise Communications

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

2 of 5

Functionality

4 of 5

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Perfect for what we use it for

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.

November 2018

Javier from PlumChoice

Company Size: 501-1,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

A fantastic tool for Help Desk Admins or System Engineers

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.

October 2018

Alan from Harper College

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

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.

October 2018

Alex from Javitch Block

Company Size: 201-500 employees

Review Source


Ease-of-use

1 of 5

Value for money

4 of 5

Customer support

1 of 5

Functionality

4 of 5

October 2018

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

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.

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

Great software here!

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

BASIC BUT SEAMLESS

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.

September 2018

Glyn from LexisNexis

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

September 2018

Great service management software

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.

September 2018

Malcom from CHITSA IT LLC

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

Excellent software!

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!

August 2018

Jorge from Novatium Argentina ARL S.A.

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Great Ticketing tool

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

August 2018

Igor from DB2 Limited

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

August 2018

Excellent service to automate technical 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.

August 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Servicedesk+

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.

August 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Very efficient

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

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

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

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.

July 2018

Pablo from Alvear Art Hotel

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

Excellent. A User Friendly Complete solution.

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

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Good service desk program on the market

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

July 2018

Tawanda from Axis Solutions

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

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 .