ManageEngine ServiceDesk Plus

4 / 5 27 reviews

Who Uses This Software?

Our software offers the ease of use SMBs need and the powerful features the largest enterprises demand. More than 100,000 companies around the world trust our product to manage their IT services.


Average Ratings

27 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    $995.00/year
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • ManageEngine
  • www.manageengine.com/
  • Founded 1996
  • United States

About This Software

ManageEngine ServiceDesk Plus is a completely web-based Help Desk and Asset Management Software. It offers an integrated package with Incident management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an affordable price point. ServiceDesk Plus provides all that you need to have a full-fledged IT Help Desk and a productive Help Desk staff. ManageEngine ServiceDesk Plus is available in both normal edition and also ITIL edition.


Features Checklist

  • Budget Management
  • Bug Tracking
  • Collaboration
  • File Sharing
  • Gantt Charts
  • Idea Management
  • Issue Management
  • Milestone Tracking
  • Percent-Complete Tracking
  • Portfolio Management
  • Project Planning
  • Requirements Management
  • Resource Management
  • Status Tracking
  • Task Management
  • Testing / QA Management
  • Time & Expense Tracking

Product Reviews

Service plus

Apr 03, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Good method for tracking help desks requests. Good user access for web portal and email options. Great

Got our help desk working

Apr 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We did not have a help desk software and this got us up and running without any problems. It is running good to this day.

What is ITSM

Mar 31, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support

Comments: What is ITSM. I wish that professionals would stop using initials/abbreviations like this. If you wish to use initials, please bracket the full title after the first time of use. I always practice this!

Like ronseal

Jan 17, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Simplicity

Cons: Infinite auto response loop

Overall: Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop.

Basic Helpdesk Application

Dec 05, 2016
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

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.

Overall: 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.

Recommendations to other buyers: If you need a very basic IT support system, then ServiceDesk Plus from ManageEngine might be a good fit. However, evaluate all of the features (or lack thereof) and your long-term objective before deciding on this product. This application has not changed or been updated in several years.

Value for Money

Oct 12, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: More advanced Features like Field and Form Rules

Cons: UI, Less API

Overall: I have been with SDP more than 5+ Years
They have very good features like Incident and Change Management.
End Less Custom Integrations can be done using Custom Triggers.

Recommendations to other buyers: UI is bit old but all your requirements will be fulfilled.

Enterprise features and functionality

Oct 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Expandable platform

Cons: You can implement this solution with training but why would you. Every solution is time consuming. Leave it to the professionals.

Overall: Wonderful platform large and small organizations. Couple this solution with a local professional services organization that can implement your ITIL service desk that everyone will embrace. It's a win for everyone!

Recommendations to other buyers: Engage with a local IT Service Management firm to implement any solution.

Configuration Management done right

Oct 07, 2016
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Value for Money

Comments: There's alternatives in the space, but ManageEngine has been around for a long time, and provides traditional interfaces to monitoring, code review, and infrastructure management. Tie ins also with vmware and linux to support deploying new software and hardware.

MAnage engine

Oct 06, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Comments: We like that you it has purchasing and asset management. Support is slow and sometimes not very helpful.

Tech support actually best part of the product

Aug 30, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Recommendations to other buyers: before committing to buy look out for: - ease of configuration outside of basics (scripting required for some things like useful reports) - extent of configuration capability (some things we'd like just weren't possible - but are with other software) - technician to technician ticket update notifications - (advertisements built in for) upsell of functionality / additional components

Good

Jan 29, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: I am still testing

AVOID BAIT AND SWITCH AFTER 1 YEAR

Dec 01, 2015
1/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

Comments: They claim that ServiceDesk Plus is a free product that you only pay for the add on services and if you want support. We did not need any of the add ons and after one year with the software we did not need support once. Well our free license was expiring according to a link at the top of the servicedesk. We click on it all it does is generate a RFI from sales. Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license. So now in under a month I am having to rush and find a replacement for ServiceDesk Plus. We can easily afford the support that is not our issue. The issue is the bait and switch. I guess their sales vision is to trap companies into their product then refuse to renew unless they purchase services.

I've been happily using ServiceDesk Plus for 10 years

Jul 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I wasn't planning to write a review but when I saw a few that complained about poor tech support I felt compelled to. My experience with ManageEngine support has been entirely positive and over a very long period of time. We started using ServiceDesk Plus because it was so inexpensive compared to other solutions with a similarly rich feature set. But I quickly decided it was far batter than its price would imply.
Whenever we've had trouble they've either resolved it quickly through real-time communication with me, or they had me generate a support file that they analyzed offline. Whenever they've taken a support file from me they were attentive through the whole process and always delivered a solution. They've even written custom queries for reports I was having trouble with, all without additional payment.
I was so impressed with the product and the team that I expanded our use to include many other ManageEngine products such as OpManager, PasswordManager Pro, DeviceExpert, DesktopCentral, and OpUtils.

HORRIBLE Tech Support

Jul 09, 2015
1/5
Overall
3 / 5
Ease of Use
1 / 5
Customer Support

Comments: I came to this website to look for new software possibilities and saw Service Desk listed here and thought I should share my experience.
We have had an ongoing issue with Service Desk timing out with no access to sections of the Admin tab for over a year now. I can not edit any of our Tech profiles, I can not edit any Requestor profiles, I can not use all of the drop down menus within the system with out the system timing out. These are the Highlights of our issues with Service Desk. Reports are glitchy and not always accurate.
Overall the system is easy to use and would great if Tech support could resolve our issues. But the fact that we have had this ongoing for over a year is ridiculous. Spend the extra money and get a better system with good tech support.

Just Awesome

Dec 31, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Hi
I happen to try this product, Its just awesome, they have done a great job, their followup and service is as good as it can get, hats off.

I would recommend anybody who needs service desk, they have it all.

Praveen
Sudheesah Smart solutions.

Manage Engine Service Desk Issues

Nov 19, 2014
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Please visit the link for ManageEngine ServiceDesk Plus review.

http://itsolutionsbyme.blogspot.in/2014/11/manage-engine-service-desk-issues.html

Regards, IIS

Very flexible and dynamic

Oct 11, 2014
5/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: Helpdesk plus is simply and amazing software with so many functionality and features no one can beat helpdesk

Decent software with poor tech support

Sep 15, 2014
3/5
Overall
4 / 5
Ease of Use
2 / 5
Customer Support

Comments: Manageengine's capacity and options are very good. Business rules help guide tickets and automation very well. Queues for different business units is well handled as is security trimming so only certain employees can see what they are meant to.

Couple of problems I have seen is its inability to automatically discard spam. This problem also crops up when an email is sent back to ticket creator from an automated system and they respond back and a chain reaction of run-away tickets start slowing the system down.

Second problem is that support for this product is very poor. I have had to call tech support on two occasions and both times they were less informed about their product than I was. Support is out of India and communication barrier still exists. If I explain something, it takes 2-3 more times of explaining before it sinks in. Because of this, I have not updated my instance in over a year, and now I am building a new instance to move production, rather than upgrade the existing.

I would not recommend this product unless you have basic needs and have a very strong internal IT resource who will not need to call support.

One of the BEST

Sep 11, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Full integrated Help Desk solution with remote support capabilities and assets inventory "Require additional license"