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.

Supported Operating System(s):
Web browser (OS agnostic)

98 Reviews of ManageEngine ServiceDesk Plus

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  • Verified Reviewer

    Number of employees: 201-500 employees

    August 2018

    Servicedesk+

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Number of employees: 201-500 employees

    August 2018

    Very efficient

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

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

    Number of employees: 1,001-5,000 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    July 2018

    Excellent. A User Friendly Complete solution.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

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

    July 2018

    Good service desk program on the market

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

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

    July 2018

    It has made producing reports easy

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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 .

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Iwan from Lanta

    Specialty: Other

    Number of employees: 51-200 employees

    July 2018

    Incident Management

    Ease-of-use
    Functionality
    Quality
    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.

    This review was submitted organically. No incentive was offered
    Review Source
  • Paul from SCTCS

    Specialty: Education

    Number of employees: 51-200 employees

    July 2018

    ServiceDesk can turn your helpdesk around.

    Ease-of-use
    Functionality
    Quality
    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.

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

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

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

    Number of employees: 201-500 employees

    July 2018

    ManageEngine has Streamlined our Helpdesk!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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!

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Ryan from DuPage County Health Department

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Majid from Fractal Analytics Pvt. Ltd

    Number of employees: 1,001-5,000 employees

    June 2018

    one solution for operatons need

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Zolyn from Chung cheng high

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

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

    Number of employees: 1,001-5,000 employees

    June 2018

    Impressive capabilities

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Juan from Laser Comuptación

    Number of employees: 11-50 employees

    June 2018

    Nice tool for IT

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Nicholas from PreCheck

    Number of employees: 201-500 employees

    June 2018

    Service Desk is good

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mack from Pilot Catastrophe

    June 2018

    Makes tracking our work easy and efficient!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Patrick from Neff Automation

    June 2018

    Great product to help keep track of IT tasks.

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

    With a fairly small IT department and an ever growing user base this software helps us keep track of our IT tasks including Helpdesk support requests and IT purchases.

    Cons

    It can be a little convoluted to setup, but with software this complex and feature rich that is really to be expected.

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

    Number of employees: 1,001-5,000 employees

    June 2018

    Versatile tool with a lot of features

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

    We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

    Cons

    Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

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

    Number of employees: 1,001-5,000 employees

    June 2018

    Great all in one IT support desk plus project management and contract management.

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

    This software has it all. Tasks, IT project management, user requests, work flows, contract management. We have been looking to bring everything into one piece of software and this looks to be working well so far.

    Cons

    The setup and configuration is very time consuming seeing all the features it has this was expected.

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