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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.

Product Details

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.

Contact Details

ManageEngine

https://www.manageengine.com

Founded in 1996

Located in India

ServiceDesk Plus Pricing Overview

ServiceDesk Plus pricing starts at $120.00 per year, per user.There is a free version of ServiceDesk Plus.ServiceDesk Plus does offer a free trial.

Starting Price

Free Trial

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

ServiceDesk Plus Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Activity Tracking
Audit Trail
Barcoding/RFID
Check-in/Check-out
Depreciation Management
Disposal Management
Location Tracking
Reservations Management
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
Contract Management
IT Asset Management
Incident 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
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
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Agile Methodologies
Budget Management
Client Portal
Collaboration Tools
Cost-to-Completion Tracking
Customizable Templates
Gantt Charts
Idea Management
Kanban Board
Milestone Tracking
Portfolio Management
Resource Management
Time & Expense Tracking
Traditional Methodologies
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

ServiceDesk Plus Reviews

Showing 5 of 136 reviews
Overall
4.3/5
Ease of Use
4.2/5
Customer Service
4.2/5
Basil M.
Computer Software, 1-10 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Value for Money
4/5
Source: GetApp
December 3, 2015

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

OverallWe 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.
Pros1. 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.
ConsNothing 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'.
Source: GetApp
December 3, 2015
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Sam L.
Systems Administrator
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
2/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 20, 2019

“Great ticketing system for helpdesk ”

OverallThis is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.
ProsEase of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.
ConsReporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many
Reviewer Source 
Source: Capterra
July 20, 2019
Aman D.
IT Business Analyst
Non-Profit Organization Management, 1001-5000 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
December 12, 2019

“Easy implementation with highly intuitive configuration set up”

OverallGood overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.
ProsImplementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.
ConsApart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.
Reviewer Source 
Source: Capterra
December 12, 2019
Mark S.
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
2/5
Ease of Use
4/5
Customer Service
3/5
Features
2/5
Value for Money
3/5
Likelihood to Recommend
5/10
Source: Capterra
December 5, 2016

“Basic Helpdesk Application”

OverallOur 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.
ProsServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
ConsServiceDesk 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.
Recommendations to other buyersIf 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.
Source: Capterra
December 5, 2016
Avatar Image
Leia P.
NETWORK TECHNICIAN
Financial Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 2, 2018

“ManageEngine has Streamlined our Helpdesk!”

OverallWe 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.
ProsIt'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!
ConsThe 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!
Reviewer Source 
Source: Capterra
July 2, 2018