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.

Software reports
Software reports

Software reports

Asset management

Asset management

Dashboard

Dashboard

Knowledge base

Knowledge base

Project management

Project management

Service level agreement

Service level agreement

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Linux, Web browser (OS agnostic), Windows 2000, Windows 8



109 Reviews of ManageEngine ServiceDesk Plus

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 109 reviews

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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Javier from PlumChoice

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: GetApp
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The software to manage requests

The facility to manage Customer Requests for internal an external of them is a goof option to take this software

Pros

It is a good option to stabilish a Customer Service Platform, specially by the facility to manage users, entries and service tickets

Cons

Sometimes the messages or documents get stuck when sending a ticket entry or when trying to download Customer Documents sent

Review Source: Capterra

Alan from Harper College

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

Ease-of-use

Functionality

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.

Review Source: Capterra

Alex from Javitch Block

Industry:  Other services

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source

Spencer from MongoDB Inc.

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Customer support

Functionality

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.

Review Source: Capterra

Glyn from LexisNexis

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

Ease-of-use

Functionality

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.

Review Source: Capterra

Malcom from CHITSA IT LLC

Industry:  Software / IT

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

Ease-of-use

Value for money

Customer support

Functionality

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!

Review Source

Jorge from Novatium Argentina ARL S.A.

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Igor from DB2 Limited

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Pablo from Alvear Art Hotel

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Tawanda from Axis Solutions

Ease-of-use

Value for money

Customer support

Functionality

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 .

Review Source: Capterra

Iwan from Lanta

Industry:  Other

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Incident Management

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

Industry:  Education

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

ServiceDesk can turn your helpdesk around.

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
LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

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

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

Displaying 1 - 20 of 109 reviews