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

107 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $120.00/year/user
    See pricing details
  • Free Version
    Yes
  • 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/products/service-desk/
  • India

About ServiceDesk Plus

ManageEngine ServiceDesk Plus is a 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 On-Premise and On-Demand.


ServiceDesk Plus Features

  • Activity Tracking
  • Audit Trails
  • Barcoding / RFID
  • Check-in / Check-out
  • Depreciation Tracking
  • Disposal Tracking
  • Inventory Management
  • Location Tracking
  • QR Codes
  • Reservations
  • Service History
  • Approval Workflow
  • Auto Extraction
  • Buy Side (Suppliers)
  • Completion Tracking
  • Compliance Management
  • Contact Management
  • Contract Drafting
  • Contract Templates
  • Digital Signature
  • Document Management
  • Full Text Search
  • Government Contracts
  • Lifecycle Management
  • Milestone Tracking
  • Sell Side (Customers)
  • Specialty Contracts
  • Version Control
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Audit Trail
  • Corrective Actions (CAPA)
  • Disaster Recovery
  • Incident Reporting
  • OSHA Compliance
  • Root-Cause Diagnosis
  • Safety Management
  • Task Management
  • Ticket Management
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Depreciation Management
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Agile Methodologies
  • Budget Management
  • Client Portal
  • Cost-to-Completion Tracking
  • Customizable Templates
  • Gantt Charts
  • Idea Management
  • Kanban Board
  • Milestone Tracking
  • Resource Management
  • Time & Expense Tracking
  • Traditional Methodologies
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

ServiceDesk Plus Reviews Recently Reviewed!


Exactly as they advertise. Big 4's are a pain.

Dec 03, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

4 / 5
Value for Money

Comments: We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros: 1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons: Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

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: 5.0/10 Not
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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.

Capterra-loader

ManageEngine has Streamlined our Helpdesk!

Jul 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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!

Overall: 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.

Capterra-loader

Way better Service Desk applications out there

Oct 10, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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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.

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

Oct 04, 2018
3/5
Overall

1 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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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.

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

Jun 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

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.

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: 4.0/10 Not
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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

You get what you pay for

Mar 13, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
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Comments: 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.

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

Jun 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

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

Capterra-loader

Among the top

Mar 07, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

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

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

May 31, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Versatile tool with a lot of features

Jun 27, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Great ITSM Software with on-prem and Cloud options!

Mar 29, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

Cons: It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

Old and clunky

Apr 19, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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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.

Capterra-loader

I have been using it for the past 8 years

Feb 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: * Excellent Service Catalog.

* Convertion of Tickets into projects, Problems, Changes.

* Asset Discovery and CMDB

* Lots of addons.

* Integrated chat.

Cons: This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Overall: Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!

It has made producing reports easy

Jul 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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 .

Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting.

Apr 27, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Cons: some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Overall: As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

Capterra-loader

Service Desk is good

Jun 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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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.

I have been using Service Desk for over 3 years now. It is easy to use, nothing complicated.

Apr 04, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like so many of the features available in the system for managing the ticketing system and integrating with Office365. I like to ability to manage change control, incidents and assign tasks, drop notes.

Cons: Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

Overall: This is an essential tool for our operations.

Great Tracking Tool and Self-Service

Feb 15, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Maybe the best ticketing system in the market. Great way to organize multi-located teams.

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Cons: Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

Its just awesome

Apr 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Cons: Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

Overall: This save my time a lot

Makes tracking our work easy and efficient!

Jun 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

one solution for operatons need

Jun 29, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: complete one stop solution

It allows controlling the user and task requirements of the support analyst.

Feb 11, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: The reports and graphics that can be generated and programmed.The collected information is easy to consolidate to generate the respective reports

Cons: The search options are complicated. The interfaces between the systems screens are not very striking the analysts, maybe they can be improved in new versions.

A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost.

May 08, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

Cons: High cost when inspecting other solutions that might bring to the table less features but cost less expensive.

Overall: All around tracking for my helpdesk ticketing

Very friendly Support staff willing to go the extra mile to help

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

Cons: updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest

Nice tool for IT

Jun 28, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: Stability, friendly

Great service desk product... Feature rich, easy to use and excellent value for money.

Aug 22, 2017
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Easy asset management and auditing.

- Simple service request process.

- Fantastic business process automation.

Cons: - Frequent software updates.

- Licensing limitation on assets.

- Remote control doesn't work for all platforms

Overall: Reduced cost and greater efficiency within the ICT support process.

Excellent service to automate technical support

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Thanks to application statuses, you can achieve effective work with a large number of clients at the same time. For us, this is important, since our staff does not employ as many employees as we would like, and the number of requests received from customers is enormous. To provide support in the application, there are all necessary tools, such as reports, notifications, integration with mail services.

Cons: For some reason, there is no section with frequent questions, although this is very lacking. But in general, the program fulfills all the requirements to it.

Kill in yourself an individual, a slave of standards

Feb 27, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: For those who love beauty and order in everything. Ideally correct system, it is normal to work with which I simply did not work. Sometimes I want to, well, at least something was not like everyone else. To make with this package something individual it is possible to advise only to the masochist. In general, the product is strong on the amateur.

Cons: Suggests not to find a solution for my problem, and my problem is to adjust to my decision. Those who want at least a little stand out and keep a part of themselves in their project, strictly do not recommend it.

Capterra-loader

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

May 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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!

Overall: 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?!)

Daily workhorse

Aug 08, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and configure Use it daily for our helpdesk and have implemented it in 3 different organisations meeting the needs of all

Cons: Some things like change management are a bit confusing and cumbersome to use but the set of features is fantastic for the price.

Easy to use and very user friendly

May 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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

Servicedesk+

Aug 06, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Covers all aspects of ITIL and has lots of options to manage the servicedesk

Cons: Assets management needs lots of work to make it dynamic and easy to use.

Overall: Servicedesk got lots of improvements since we started using it in 2014. It's getting better.

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: 9.0/10 Not
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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.

Capterra-loader

Used as the main incident ticketing tool

Apr 06, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: What I like most about the application is it had customizable fields for ticket input data. Also the application provides details analytics.

Cons: The first issue that pops in my head is the trouble we went through migrating all of our old data from our old ticketing system to the new ticketing system. However, if you are starting from nothing the set up is not complicated.

Capterra-loader

Exceptional for Call centers

Feb 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: One of my clients provides outsourcing for a number of services. Service Desk Plus MSP allow them to consolidate everything in a single platform. Multiple clients in a single console.

Cons: Some options we need must be added as an add-on module. That makes the price projection a bit hard to sell at the beginning.

Overall: Multi client software is hard to find. This is perfect for a call center,

Keeps issues moving and on track.

Mar 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Tickets or Incidents allow you to keep all correspondence and testing together. Replying to the generate email allows non-users to add notes to the outstanding tickets. Ability to add changes and link to original tickets keeps things organizable and trackable.

Cons: Users outside of our IT dept don't grasp the concept of tickets or submitting requests. Training non-IT users the purpose of the product has been a struggle. Even basics like following up on statuses or seeing notes added to tickets have been difficult.

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: 10.0/10 Not
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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.

Convenient tool

Mar 12, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I was attracted to the fact that everything is standard. You want to make for yourself - tune, do not want - so work. True, then you have to adjust your tasks to standard functions. But as a starter package for beginners, administrators can be recommended, albeit with a stretch.

Cons: Many problems with databases. Very often the server is working because of this incorrectly, but it does hang. Technical support does not help much. In general, you can't do without your own knowledge and skills.

I was impressed by the ease of use of the application

Feb 15, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: First of all, I appreciated the ease of use of this application. In order to start working with ServiceDesk, it is not necessary to spend a lot of time for training, much less to attend courses.

Cons: For our small business the system is redundant. For example, we never use certain functions, but we can't turn them off or at least hide them.

ServiceDesk can turn your helpdesk around.

Jul 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Easy for tool for in house helpdesk management

Sep 06, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Desktop and Online clients.

Email to service request feature service tickets will be automatically created if CC the service desk email

Cons: Custom report creation is not that good and there is no access configuration for reports. I can access reports created by my colleagues without their permission

UI looks bit outdated.

Capterra-loader

Great Ticketing tool

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros:

The ease of use and adaptation of end users

Cons: That doesnt have an autimatic refresh option

Overall: Here we are using serviceDesk plus for manage issues and request related to IT support

This is an excellent opportunity to manage client requests

Feb 14, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: With this program, we can easily manage client requests and solve their problems. It is very convenient that the system can search for previous user requests.

Cons: Many functions are somehow hidden deep and it takes a long time to click to get to them. In addition, the search does not always yield the necessary results.

A great full featured service desk application.

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customization of request and incident forms. Approval/workflow. Mobile app. Email responses to ticket. Email customization options. AD Integration. Asset management. APIs.

Cons: User Interface and lack of customization of look and feel. Limited ability to add/remove/change forms and fields in templates.

We lack some features

Feb 09, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This application is reliable, it works stably. I can recommend it to small companies that do not have hundreds and thousands of user hits per day.

Cons: The application's interface looks somewhat outdated, besides it is difficult to call it intuitive. Some functions are also missing in the program.

Capterra-loader

Fantastic experience

Apr 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Software is good for monitoring and management of IT Infrastructure, low cost product with high qaulity

Cons: software needs to improve upon the bugs closure to make it a world class monitoring and management software

Overall: all benefits which you need from a good quality product required for IT infra monitoring..

Incident Management

Jul 03, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

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

Jul 02, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

BASIC BUT SEAMLESS

Sep 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The amazing thing about ServiceDesk is its ability to automatically provide the new employees with the new information they need. Also, the contract management feature with automated reminder is also a big plus with this software. It is a great software for just a few tasks since it advertises just little tasks, it provides what it advertises.

Cons: Tech support is a little difficult to contact and gets back to you longer than they should.

A useful product for business

Feb 17, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We have been working with ServiceDesk Plus recently, but we already had time to evaluate its advantages. This is the ease of mastering the application, the ability to configure several separate panels.

Cons: The application's interface is not very convenient, and I would also like to see that there are good settings for emails from the mailings sent by the system. While there is only text.

Capterra-loader

Excellent. A User Friendly Complete solution.

Jul 16, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great.

Cons: I would like to see more templates for regular requests. And I suggested marketing team to provide customers help with onboard materail

Overall: Managing IT Requests in a properly way is leting us to focus on major projects at the company

Great service management software

Sep 20, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Great system for tracking changes, incidents, bugs etc and associating change control with processes.

Cons: The user interface can sometimes feel a little clunky, otherwise it's a fairly good product.

Overall: Generally good.

Very efficient

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Is very intuitive with the final user, for the requester and also for the technician

Cons: Sometimes it gets stuck if you don't have the proper connection, which means is a little bit heavy

Good service desk program on the market

Jul 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: quick and automatic assets discovery

The application allows you to reduce the cost of technical support

Feb 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Thanks to ServiceDesk, we were able to significantly reduce the material costs of technical support. Thanks to the automation of some processes, the efficiency of customer service has significantly increased.

Cons: Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

Recent ManageEngnie Service Desk Implementation

Oct 05, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: 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

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.

Does what's necessary, but not all that you might want

Oct 10, 2018
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Allows easy monitoring of owned assets, providing all possibly information that you could want, i.e. serial numbers, last logged on user etc.

Cons: It's not the quickest, in that it takes a while to scan hardware. It also isn't the easiest to se up scheduled scanning for as often as you might like.

Overall: Overly positive, we have no complaints.

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: 6.0/10 Not
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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.

ManageEngine Service Desk Plus

Sep 13, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: 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.

Powerful and Simple

Jun 08, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The best pro is the integration with other tools from ManagedEngine as DesktopCentral. The integration as give me a big return in time of deployment and helpdesk

Cons: Infinite auto response loop and too expensive for a small business companies. The language interface is not in portuguese

Standard package at an affordable price

Feb 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I'm happy with the program. You can easily adapt your needs to ready-made solutions. Service is also quite high quality. Technical support reacts promptly, patiently explains and answers all questions. Very convenient and functional product.

Cons: We have to adapt to standard solutions. On the one hand, it is convenient. But on the other - causes a lot of problems. Also, there are questions to the security of this system. I would like to see updates more often.

Capterra-loader

With several tech's its priceless, A one stop shop and integrates well with Desktop Central.

Apr 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech.

Cons: Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated.

A helpdesk tool that fits my organization's needs

May 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Better helpdesk management

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.

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

May 17, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

A solution that needs to be customized

Feb 26, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Not a bad solution, in my opinion. But too much everything is standardized. Absolutely no personality. For some it may be good. Especially, if several specialists work at the project at different times. Such systems greatly facilitate the life of system administrators.

Cons: This solution is not for everyone. You need to think carefully and weigh everything - it's right for you. For example, I was not satisfied with the final result. I had to hire a specialist and adjust the system to suit my needs.

Capterra-loader

I am very satisfied

Apr 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great, I am very satisfied with the service provided by ServiceDesk Plus, there is no doubt that really knows what your client wants and needs and knows how to achieve, one of the top companies in the area of helpdesks, it shows who works for us, as a client I am highly satisfied with what I have obtained.

Cons: I really do not have any complaints to give, this company has been commissioned to leave me only good opinions and a good impression. 100% recommended.

Helpdesk with tons of features...

Jan 18, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This is an all-in-one software solution for a modern IT business.

Everything is included, helpdesk ticketing, asset tracking, CMDB, cost tracking...

It can be installed on multiple DB solutions and customized.

Projects can be imported from MS Project files and a lots more...

Cons: Price is the biggest setback, the pricing is based on number of technicians and nodes and dependent on the edition, billed annually for on-premises installation.

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.

Impressive capabilities

Jun 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Great software here!

Sep 25, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What I highly admire with this product is the features in tracking incidents, bugs etc. I also love the design.

Cons: A little bit expensive but it is worth to spend with. And I would love also if it has a auto refresh option.

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.

Decent product for the money

Nov 15, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: 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.

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

Jun 22, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Jun 28, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Not ready for Enterprise or Cloud

Jun 18, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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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.

Great product to help keep track of IT tasks.

Jun 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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.

Excellent software!

Sep 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What I really like here is you can manage to achieve good work with a huge number of clients. And it has a lot of option to manage.

Cons: Sometimes it is a little bit laggy but not the most of the time, maybe because of may long usage time range. But all in all great product out here!

It is sufficient for tracking tasks and tickets.

Jun 05, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

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.

Capterra-loader

Easy to use and is a very useful tool.

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and also the way that it flows with our business. The software has lots of pros to it and also can be used effectively.

Cons: Cost and the GUI still needs some additional enhancements but it is coming along with each build and update.

Great Tracking Tool and Self-Service

Apr 09, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Good method for tracking help desks requests. Good user access for web portal and email options. Great

Cons: Too expensive for a small school board the free standalone version has no support.

Smart and easy solution

Nov 17, 2011
4/5
Overall

Comments: This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.

Pros: Very flexible and easy to implement

Cons: The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition

Apr 25, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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ServiceDesk Plus does what it says on the tin

Apr 07, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Tickets or Incidents allow you to keep all correspondence and testing together. Replying to the generate email allows non-users to add notes to the outstanding tickets. Ability to add changes and link to original tickets keeps things organizer and traceable.

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

Mar 13, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Mar 08, 2016
5/5
Overall

5 / 5
Ease of Use

3 / 5
Value for Money

ServiceDesk Plus does what it says on the tin

Apr 03, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: It performed well, scoring well with our staff on usability.

Cons: We trialled ServiceDesk Plus in one of our portfolio companies. We had issues incorporating the service offering into our workflows and decided to stop using the service offering.

Feature-full and beautiful

Feb 06, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: 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.

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.

You can work, but there are better options

Feb 17, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: To buy, I recommend the service only if you do not need to configure the system for yourself, in other cases - it's better to look at the nearest competitors.

Cons: Unfortunately, in the settings of the program it is impossible to select the language I need for work. I, of course, have a good command of English, but my colleagues are annoyed.

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.

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!

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.

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

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

ManageEngine ServiceDesk Plus offers a very mature feature set that conforms to ITIL best practices

Jun 07, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: begins at $395 for a 2-technician license and 250 nodes in the Professional edition. Menu bar provides easy access to important features.

Cons: On-premises licensing not as flexible as cloud service pricing. The interface is definitely more difficult to use than others.