ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
About ManageEngine ServiceDesk Plus
Awards and Recognition
ManageEngine ServiceDesk Plus Pricing
Starting price:
$495.00 per year
Free trial:
Available
Free version:
Available

Other Top Recommended Help Desk Software
Showing 1 - 5 of 176 reviews
Anonymous
Time used: More than 2 years
Review Source: Capterra
May 2021
Impressive Value
Jaime Isai
Verified reviewer
Company size: 201-500 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source: Capterra
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
June 2022
ServiceDesk Plus ManageEngine
Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.
Pros
More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.
Cons
Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.
David
Company size: 51-200 employees
Industry: Non-Profit Organization Management
Time used: More than 2 years
Review Source: Capterra
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
January 2022
User Experiance
Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
Pros
I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application. The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes. There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.
Cons
As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.
Reasons for choosing ManageEngine ServiceDesk Plus
There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.
Reasons for switching to ManageEngine ServiceDesk Plus
The Jira was an on-premis system that was getting old.
Anonymous
Company size: 1,001-5,000 employees
Time used: More than 2 years
Review Source: Capterra
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
April 2020
Support is terrible
Pros
Nice interface.
Cons
We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.
Reasons for switching to ManageEngine ServiceDesk Plus
We thought SDP would be better
Łukasz
Company size: 1,001-5,000 employees
Industry: Consumer Electronics
Time used: More than 2 years
Review Source: Capterra
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
November 2022
Central and highly customizable ticketing system for the entire organization
Central and highly customizable ticketing system integrated with the monitoring OpManager system
Pros
Very simple and intuitive graphical user interface, highly customizable
Cons
Notorious problems with application updates
Reasons for choosing ManageEngine ServiceDesk Plus
Integration with the monitoring system
Reasons for switching to ManageEngine ServiceDesk Plus
There are no more advanced options in OTRS