All ManageEngine ServiceDesk Plus Reviews

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Guillermo

Logistics and Supply Chain, 1,001 - 5,000 employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed May 2021

Impressive Value

User Profile

José

Verified reviewer

Oil & Energy, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

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

CONS

If 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.

Boyang

Information Technology and Services, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

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.

CONS

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.

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.

User Profile

Alan

Verified reviewer

Higher Education, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

FUNCTIONALITY

3

Reviewed 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.

Gerardo

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed May 2022

A very customizable ITSM tool

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.

PROS

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.

CONS

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.

Reason for choosing ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.

Reasons for switching to ManageEngine ServiceDesk Plus

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

David

Non-Profit Organization Management, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed 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.

Reason 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

201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

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

CONS

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.

Reasons for switching to ManageEngine ServiceDesk Plus

this product was a better fit for the organization.

Michael

Financial Services, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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

PROS

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

CONS

Lacks 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

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.

CONS

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.

Reason for choosing ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.

Andrés

Information Technology and Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed November 2021

Excellent tool to start operating a service desk to align with ITIL

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.

PROS

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

CONS

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

Reason for choosing ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL

Peter

Real Estate, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed May 2020

Sevdesk - easy to use bookkeeping software

It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses

PROS

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

CONS

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Reason for choosing ManageEngine ServiceDesk Plus

Ease of use and integration/export possibilities.

Anonymous

11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed May 2023

Good ITSM platform for its money

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.

PROS

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.

CONS

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.

Łukasz

Consumer Electronics, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed 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

Reason 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

Anonymous

51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2023

Sdplus is a fantasitic IT ticketing system at a great price.

Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

PROS

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

CONS

There are so many features, initial setup can take a while to configure everything.

Aman

Non-Profit Organization Management, 1,001-5,000 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed December 2019

Easy implementation with highly intuitive configuration set up

Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

PROS

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

CONS

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Reason for choosing ManageEngine ServiceDesk Plus

Cost

Anonymous

1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed December 2018

You are the beta tester

This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

PROS

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

CONS

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Ryan

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed June 2018

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

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.

Motwakil Osman

Oil & Energy, 501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed January 2024

ManageEngine Service Desk review

A very good experience helped me alot with inventory

PROS

Ticketing system is top and every aspect is covered

CONS

A little difficult to implement for beginners

Reason for choosing ManageEngine ServiceDesk Plus

Easier and more rich and customer support

Mike

Paper & Forest Products,