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

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

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

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.

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.

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.

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.

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.

Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

What I like most is creating different user groups with different roles.

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

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

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

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.

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.

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Some 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.

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

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

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

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

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.

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.

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.

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

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

A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Central and highly customizable ticketing system integrated with the monitoring OpManager system

Very simple and intuitive graphical user interface, highly customizable

Notorious problems with application updates

Great solution to seamlessly manage tickets with reporting that is comprehensive.

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff

+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth 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.

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!

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!

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.

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

ServiceDesk 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.

Easy to Use Easy to Setup customer-centric UI

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

its 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.

maybe 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

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.

Service 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.

If 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.

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.

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.

They are ol' reliable and they get the job done. I'm happy to continue to use them.

It 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.

Some 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.

Excellent ITIL Ticket management tool free for 5 Technicians

Need to pay extra for additional technicians other than 5

As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Easy 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.

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

ManageEngine was so easy to setup and get onboard with. The easy to use GUI makes the transition from one software to another super easy. I'd like to think that our customer service has also improved as a result of it.

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.