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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

What Is ManageEngine ServiceDesk Plus?

ServiceDesk Plus empowers IT help desks to accelerate resolution timelines with no-code help desk automations, ticketing workflows, SLAs, AI-powered chatbot, and employee self-service portal. Incident tickets and service requests can be categorized, prioritized, and routed to specialized help desk technicians automatically. ServiceDesk Plus also enables other departments like HR, facilities, and finance to set up their help desks on the same platform.

Who Uses ManageEngine ServiceDesk Plus?

ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.

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Reviews of ManageEngine ServiceDesk Plus

Average score

Overall
4.4
Ease of Use
4.2
Customer Service
4.2
Features
4.4
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Nicat
Nicat
Network and network security engineer in Azerbaijan
Verified LinkedIn User
Government Administration, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

My experience has been amazing and productive

5.0 2 years ago

Comments: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Pros:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Cons:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Kynan
Administrator in Australia
Business Supplies & Equipment, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

SD+ as a helpdesk tool

4.0 7 months ago

Comments: Overall, a good product in a sea of expensive options.

Pros:

Setup many years ago, and still in use today. Does all the tasks we require.

Cons:

Can be a bit of a burden to update with only command line automated options.

Verified Reviewer
Verified LinkedIn User
Program Development, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Support is terrible

3.0 5 years ago

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.

Verified Reviewer
Verified LinkedIn User
Hospitality, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Robust, easy to use, fully-featured IT Help Desk software

5.0 last year

Pros:

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Cons:

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

Joshua
Applications Specialist in Australia
Retail, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great for SMB but future growth needs to be considered

4.0 8 months ago

Comments: Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.

Pros:

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons:

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

Verified Reviewer
Verified LinkedIn User
Pharmaceuticals, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

It did its job

4.0 6 months ago

Pros:

It was very easy to use and build workflows.

Cons:

The inability to incorporate other applications into it.

Manuel
Engineer TI Sr. in Mexico
Telecommunications, 51–200 Employees
Used the Software for: Free Trial
Reviewer Source

Alternatives Considered:

ManageEngine ServiceDesk Plus/ Trial

5.0 7 months ago

Comments: it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services

Pros:

Can be implemented much more easily than other services

Cons:

-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Alagie
IT administrator Assistant Manager in Gambia
Telecommunications, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

My experience with ManageEngine ServiceDesk

5.0 last year

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

Pros:

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

Cons:

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

Ofentse
IT Security Administrator in South Africa
Retail, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

ManageEngine Service Desk Plus - Great helpdesk solution

5.0 2 years ago

Comments: We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Pros:

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Cons:

There is nothing really we have not liked so far with the product.

Motwakil Osman
Senior System Engineer in Saudi Arabia
Oil & Energy, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

ManageEngine Service Desk review

5.0 last year

Comments: 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

David
Network & Infrastructure Engineer in UK
Nonprofit Organisation Management, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

User Experiance

5.0 3 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Machinery, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A basic Helpdesk software

4.0 4 years ago

Comments: 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.

Michael
Service Delivery Manager in Australia
Financial Services, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Good product, but support needs to improve

4.0 3 years ago

Comments: 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

Stuart
IT Network & Infrastructure Engineer in UK
Health, Wellness & Fitness, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Great value for money and after-care

5.0 2 years ago

Comments: Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform.

Pros:

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Cons:

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

Verified Reviewer
Verified LinkedIn User
Mental Health Care, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

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

5.0 2 years ago

Comments: 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.

Nithin
Cooperate IT manager in United Arab Emirates
Hospitality, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent ITIL Ticket management tool free for 5 Technicians

5.0 2 years ago

Pros:

Excellent ITIL Ticket management tool free for 5 Technicians

Cons:

Need to pay extra for additional technicians other than 5

Will
IT Manager in Canada
Retail, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Intuitive ITSM Platform

5.0 2 years ago

Comments: Overall experience has been a positive one. IT related issues are much easier to address and remedy now.

Pros:

The software is easy to set up and implement.

Cons:

There was a bit of a learning curve for some o f the more esoteric features, but were still easy enough to comprehend.

Angelo
IT Advisor in US
Architecture & Planning, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Essential to have IT culture - Following ITIL recommendations

5.0 3 years ago

Comments: Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

Pros:

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Cons:

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Verified Reviewer
Verified LinkedIn User
Aviation & Aerospace, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

ManageEngine ServiceDesk Plus is an Exceptional software

5.0 4 years ago

Comments: Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management.

Pros:

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

Cons:

It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding.

Andrew
Radpro in UK
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Life changing

4.0 4 years ago

Comments: My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

Pros:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Cons:

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Billy
Billy
IT Systems Specialist in US
Verified LinkedIn User
Retail, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Among the top

5.0 7 years ago

Comments: Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

Pros:

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Cons:

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Verified Reviewer
Verified LinkedIn User
Financial Services, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Useful tool, but not great

3.0 6 years ago

Comments: The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

Pros:

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Cons:

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Mark
US
Financial Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Basic Helpdesk Application

2.0 8 years ago

Comments: 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.

Pros:

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

Cons:

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.

Alex
IT Project Coordinator in US
Management Consulting, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source
Source: SoftwareAdvice

Lots of useful features; But counter-intuitive and clunky overall

3.0 6 years ago

Comments: 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.

Ricardo
Software Engineer in Mexico
Banking, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ManageEngine ServiceDesk Plus Experience

5.0 4 years ago

Comments: Provide a better customer support while reducing the number of incidents and tackling root issues

Pros:

The reports section is very useful because we can take actions based on the performance of the team and tackle the root problems while executing RCA

Cons:

The garbage data that stays there for removed items, like termination accounts or assets that remains there even if they're not required anymore