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.

 

ManageEngine ServiceDesk Plus - Software reports
 
  • ManageEngine ServiceDesk Plus - Software reports
    Software reports
  • ManageEngine ServiceDesk Plus - Asset management
    Asset management
  • ManageEngine ServiceDesk Plus - Dashboard
    Dashboard
  • ManageEngine ServiceDesk Plus - Knowledge base
    Knowledge base
  • ManageEngine ServiceDesk Plus - Project management
    Project management
  • ManageEngine ServiceDesk Plus - 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

94 Reviews of ManageEngine ServiceDesk Plus

 

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Software Advice Reviews (12)
More Reviews (82)

Showing 1-12 of 12

Iwan from Lanta
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Incident Management

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Paul from SCTCS
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

ServiceDesk can turn your helpdesk around.

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Austin from Rehmann
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Not ready for Enterprise or Cloud

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This tool has a good number of out-of-the-box workflows, alerts and templates for tickets. It was quick and has an easy-to-use administration menu.

Cons

For those looking for a Help Desk solution that you can heavily automate, this is not the answer. That is especially true if you're looking to have the solution hosted in the cloud. The SaaS version did not allow for script execution against on-prem nodes; only the on-prem version can do this. Reporting requires an additional cost as well.

Review Source
 
 

Sachin from Wayfair
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

May 2018

May 2018

Self-service efficient tool with great tracking and other features is finally here!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

We use support request tracking a lot and this tool looks pretty promising in that arena. From the birth of the ticket until it is solved or escalated, it helps gain a lot of understanding of what is going on with the ticket. Emailing facility along with web portal access was needed and now it's finally here. hope it only goes uphill from here.

Cons

100 % recommended and highly advised. It must be a little expensive when it comes for companies with small budget, but i suggest you guys should still provide support to free versions too.

Review Source
 
 

Jean-Louis from Marin Ventures Inc
Specialty: Manufacturing
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

Old and clunky

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

ManageEngine is cheap to get in, and does an OK job. Will get you over the hump, and is good for a small shop.

Cons

They are over zealous about promoting the ITIL enablement without real consideration for the functionality of the software. There are better options out there for better value. They nickle and dime you all the way. and pulling reports that are not canned, is like pulling teeth. The project management portion is useless.

Review Source
 
 

Nick from FSST
Specialty: Public Sector
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

You get what you pay for

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pros

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Review Source
 
 

Brett from KVC
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

Great Tracking Tool and Self-Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Cons

The software is not the most intuitive and requires some training to really be able to navigate well.

Review Source
 
 

Jacob from Chameleon IT Service
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2018

February 2018

Feature-full and beautiful

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Very nice looking and useful reporting charts. A way to more closely mimic what paper forms look like would be nice.

Pros

The features and whatnot are very powerful and there are lots of them. The layout is beautiful. The software is easy to configure and tie in with other software.

Cons

The layout for the users could be better. It is a bit hard for some that are used to paper forms to get used to the app on tablets and especially on phones.

Review Source
 
 

Mike from Curo Health Services
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

Recent ManageEngnie Service Desk Implementation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall, this produce has been a benefit to our organization.

Pros

Helping us keep internal communication in one place
Aiding our HR department to better serve our employees
Helps monitor different stages of onboarding

Cons

With certain features you may have to click through multiple tabs
It takes a while to learn out to navigate the system

Review Source
 
 

Debby from Triskel Consulting
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

September 2017

September 2017

ManageEngine Service Desk Plus

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have used ManageEngine for a few clients and have found the product amazingly quick to implement. It is an excellent tool for any IT Service Desk.

Pros

Ease of use and quick implementation. Fully ITIL. Easy to customize the screens. Excellent reporting and workflow.

Cons

Manual implementation of business rules - no functionality to import the rules. SLA / Priority Matrix is not very easy to customize.

Review Source
 
 

Marc from CscProvidence
Specialty: Education
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2016

December 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I thought it was a great product that was easy to use and setup.
However our purse strings are just a little too tight.

Pros

easy to setup, support was quick to answer back.

Cons

too expensive for a small school board
the free standalone version has no support.

Advice to Others

if this is in your price range, you should really take a look at it.

 
 

Greg from Fidelity Bank
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

Decent product for the money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case.

Great product for the money.

Pros

Easy setup.
Integrates with AD.

Cons

Support is a bit difficult to obtain but appears to be getting better.

 
 
 
Showing 1-20 of 82


July 2018

July 2018

Good service desk program on the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

July 2018

July 2018

It has made producing reports easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 


July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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
 

Leia from Listerhill Credit Union
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

ManageEngine has Streamlined our Helpdesk!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!

Review Source: Capterra
 

Ryan from DuPage County Health Department

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Majid from Fractal Analytics Pvt. Ltd
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

one solution for operatons need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Zolyn from Chung cheng high

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


June 2018

June 2018

Impressive capabilities

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Juan from Laser Comuptación
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Nice tool for IT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Nicholas from PreCheck
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Service Desk is good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Mack from Pilot Catastrophe

June 2018

June 2018

Makes tracking our work easy and efficient!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Patrick from Neff Automation

June 2018

June 2018

Great product to help keep track of IT tasks.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


June 2018

June 2018

Versatile tool with a lot of features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 


June 2018

June 2018

It´s a great product helps me keep all my issues with customers organized

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Pros

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.

Cons

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

Review Source: Capterra
 


June 2018

June 2018

It is sufficient for tracking tasks and tickets.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

It is relatively straightforward to use. There are a lot of features but those are not as simple to figure out. I am using it to track IT requests for our healthcare company.

Cons

I would like more options for status classification. And better communication with the ticket sender.

Review Source: Capterra
 

Daniel from Grenada Co-operative Bank
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

A helpdesk tool that fits my organization's needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Better helpdesk management

Pros

The technical support is extremely helpful. The support team is always available to attend to any queries I may have.

Cons

None! The software has weekly releases which addresses any vulnerabilities that may be in the system.

Review Source: Capterra
 

Roy from Topaz Lighting

May 2018

May 2018

Easy to use and very user friendly

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

It is very easy to administrator and easy for users to use. Also the price per technician license is well worth it.

Cons

There is really nothing I dislike about this software. it is so easy to use that our users have no comliants

Review Source: Capterra
 

Jillian from NTN Bower Corporation
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

I'm slowly falling in love with this software...<3

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

So many of them! We have network benefits, OS Deployment Benefits... They offer asset management (even though we manage our own, we may move everything over to one software, because, why not?!)

Pros

This software can do whatever I need it to do! Everytime I think to myself "I wish I could..." I do a simple search, low and behold.. They offer it!! It's usually included in what I already paid for too!

Cons

I do adore this software! With that said.. I do find it difficult to navigate sometimes, I would love to have some training to better understand everything that ManageEngine and Service Desk Plus Has to Offer!

Review Source: Capterra
 

Bill from Moneta Groupo
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Cons

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

Review Source: Capterra
 
 
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