All ManageEngine ServiceDesk Plus Reviews
1-25 of 199 Reviews
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Guillermo
1,001 - 5,000 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed May 2021
Impressive Value
Nicat
Verified reviewer
Government Administration, 201-500 employees
Used daily for less than 12 months
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.
PROSAmong the alternatives, it was the most convenient to set up and use. It has a user-friendly interface
CONSIt'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
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.
PROSManageEngine 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.
CONSOne 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.
Alex
Management Consulting, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
1
VALUE FOR MONEY
4
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed 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.
PROSAdvanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)
CONSEverything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.
Mustafa
Hospital & Health Care, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed December 2023
Managing tasks never been fun!
Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers.
CONSSome lagging and slowness with ui that can be fixed with patching.
Anonymous
201-500 employees
Used daily for more than 2 years
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.
PROSthis product is well made and can be used for almost any company size, the best parts is ticket management and change management.
CONSthere 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.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2021
A bit separated but getting better
Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.
PROSIn general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.
CONSSome of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.
Reasons for switching to ManageEngine ServiceDesk Plus
Spiceworks was getting long in the tooth for our organization as it grew out of being a small business.
Michael
Financial Services, 201-500 employees
Used daily for less than 2 years
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
PROSEasy to setup and get started, mostly conforms to ITIL standards
CONSLacks 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
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.
PROSIt'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.
CONSThe 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.
Ricardo
Verified reviewer
Legal Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2022
Manage Engine Service Desk Review
We used it as a ticket system for IT but overall did not like the experience.
PROSIt makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well
CONSThere is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently
Reasons for switching to ManageEngine ServiceDesk Plus
We needed something better to use for a ticket system
José
Verified reviewer
Oil & Energy, 1,001-5,000 employees
Used daily for less than 2 years
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.
PROSThe integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.
CONSIf 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.
Raj
Public Safety, 1,001-5,000 employees
Used daily for more than 2 years
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.
PROSSetting 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.
CONSForm 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
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Keep Track of Issues
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.
CONSThe UI of the application can be improved so it can become more user friendly
Andrew
Hospital & Health Care, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2020
Life changing
My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.
PROSWhen I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.
CONSThe only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.
Reason for choosing ManageEngine ServiceDesk Plus
[SENSITIVE CONTENT HIDDEN] had the final say
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed May 2020
Servicedesk product at an affordable price
The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.
CONSThe interface could have been much much better. Adding of extendedattributes could have been made easier.
Mark
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed 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.
PROSServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
CONSServiceDesk 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.
AbdulAleem
Hospitality, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed September 2021
Review Manage Engine SDP
Easy to Use Easy to Setup customer-centric UI
CONSVery vast software. It's good for certain companies but for us it makes too many screens to manage.
Reason for choosing ManageEngine ServiceDesk Plus
Arabic language support
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
It´s a great product helps me keep all my issues with customers organized
its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive
PROSits really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.
CONSmaybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore
Rick
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed January 2019
ServiceDesk Plus
I've read a lot of reviews where customers complain about ManageEngine's customer service and it really isn't as bad as everyone makes it out to be. Yes, sometimes we need to wait for a solution but we aren't the only customer they have either. They usually get back to us sooner than later and the technicians are friendly and helpful.
PROSService desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.
CONSIf you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.
Anonymous
1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2018
Versatile tool with a lot of features
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.
CONSBecause 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.
Kevin
Machinery, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2019
ServiceDesk Plus Works and a great price
They are ol' reliable and they get the job done. I'm happy to continue to use them.
PROSIt works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.
CONSSome of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.
Nithin
Hospitality, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Excellent ITIL Ticket management tool free for 5 Technicians
Excellent ITIL Ticket management tool free for 5 Technicians
CONSNeed to pay extra for additional technicians other than 5
Reason for choosing ManageEngine ServiceDesk Plus
Legacy
Philippe
Financial Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2018
Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.
As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs
PROSEasy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.
CONSsome field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding
Carlos
Verified reviewer
Food & Beverages, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed February 2019
Over 125 users and counting!
We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.
PROSI really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.
CONSWe cant add Video tutorials to our knowledge base
dc
Non-Profit Organization Management, 201-500 employees
Used daily for more than 2 years
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.