--- title: "ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is ManageEngine ServiceDesk Plus the right Incident Management solution for you? Explore 234 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/" page_type: "reviews" language: "en" --- ManageEngine ServiceDesk Plus 4.4 (234) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 3rd, 2026 # Reviews of ManageEngine ServiceDesk Plus Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews EL Edier L Network administratorMarketing and Advertising, 201 - 500 employeesUsed the software for: More than 2 years. “The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license.“ April 15, 2026 Jeff B System AdministratorSupermarkets, 201 - 500 employeesUsed the software for: More than 2 years. “The only thing I don't care for are ALL the options that can be done to customize the software for your organization. “ June 25, 2026 CM Craig M It infrastructure engineerLeisure, Travel & Tourism, 501 - 1,000 employeesUsed the software for: 1-2 years. “It has been a reliable platform for managing service requests and operational support, helping teams stay organized and maintain high service standards across the zoo's diverse facilities and infrastructure.“ June 18, 2026 YK Yurii K Technical Support SpecialistNon-Profit Organization Management, 501 - 1,000 employeesUsed the software for: More than 2 years. “Maintenance of Linux based version could be a problem if your team is mostly Windows specialist.“ April 9, 2026 RB Rajneesh B IT ConsultantInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “The platform significantly enhances operational efficiency through advanced visual automation, native integration within the broader ManageEngine ecosystem, and Enterprise Service Management (ESM) capabilities that extend ticketing frameworks to non-IT business units.“ July 23, 2026 RV Robert V IT ManagerInsurance, 51 - 200 employeesUsed the software for: 6-12 months. “The customization of templates is a but difficult to understand how the layout works.“ April 3, 2025 RB Rajneesh B IT ConsultantInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Furthermore, the incorporation of the Zia AI assistant optimizes service delivery by automating incident triaging and resolving routine inquiries seamlessly.“ July 23, 2026 IP ISHWARI P TraineeInformation Technology and Services, 501 - 1,000 employeesUsed the software for: Less than 6 months. “Mobile app limitations lack some features from the desktop version.“ April 16, 2025 ## Showing most helpful reviews Showing 1-25 of 234 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jeff B. System Administrator Supermarkets Used the software for: 2+ years ### "ManageEngine SDP for your originixation!" June 25, 2026 4.0 We've been using it for 5 years and the experience has been great. When there is something you cannot figure out on your own, their support staff is always quick to respond and very knowledgeable. Pros I really like the customization of the product. You can setup different "buckets" and automate tickets to go into the buckets depending on the rules you create. I truly enjoy the life cycle part because we can keep track and go through a process of granting end users access to certain things on our network. Cons The only thing I don't care for are ALL the options that can be done to customize the software for your organization. It took us a quick minute to set it up for our company. Once we were done, that was all that was needed. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We were using the free version of Spiceworks and it really was not that good. We wanted something more robust and found it. Review Source cQ connor Q. IT Team Lead Media Production Used the software for: 2+ years ### "Powerful capabilities in the right hands, but requires a lot of front-heavy time and customisation" March 18, 2026 4.0 A very powerful tool that I would advise to any team that wants to implement heavy customisations and process automation whilst keeping associated costs minimal. Pros Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements Cons To fully utilise the automative functions requires some scripting knowledge and skills. The terminology tends to lean away from recognised universal standards, such as in relation to ITIL for the change management features Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ManageEngine ServiceDesk Plus It provided more utility and a better price point for the features offered at the time Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Solarwinds was good for a SOHO environment but the increase in headcount and features required more Review Source VR Verified Reviewer Systems Engineer Program Development Used the software for: 2+ years ### "Support is terrible" April 17, 2020 3.0 Pros Nice interface. Cons We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi. Review Source YK Yurii K. Technical Support Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Great tool for teams of any size" April 9, 2026 5.0 ManageEngine ServiceDesk Plus is a great tool for teams of any size. It's not only good for ticket management, it's also good for creating reports and asset tracking. Overall it's a good platform for teams of any size. Pros \- ServiceDesk Plus is very user friendly platform. You can train a new user to use it within minutes - It's very customizable. You can create many teams and then create rules for those teams. - Service Desk + is not only a ticketing service, it allows you to run reports, track assets, automate solutions for tickets etc. - Ticket management is very user friendly - you can do manual or automated assignment. - Not the most expensive platform on the market. - Supports SAML sign ins and 2FA which is always good - SD+ has a very good mobile app - Comes in Windows and Linux versions Cons \- ServiceDesk+ has 2 server versions: Linux based and Windows based. Maintenance of Linux based version could be a problem if your team is mostly Windows specialist. This is the only real con I could think of Review Source Austin E. CTO Insurance Used the software for: 2+ years ### "Great ticketing system with customizable import systems" February 25, 2026 5.0 Overall experience has been great. Price has always been reasonable for our use case and never had any issues with audits running though them. Pros Great ticketing system that has a lot of customizable features and ways to import emails into actionable items Cons Lack of documentation on the custom formatting of ticket forums can be frustrating if you are trying to setup custom email import rules Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Needed an online platform to access the ticketing system. Review Source MB Marius B. IT Manager Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "ManageEngine ServiceDesk Plus Cloud - Best ITSM Platform for the price" January 27, 2025 5.0 ME SDPO is probably the best ITSM product I have used in my IT experience so far. It has all the features required, as a single IT professional, but also offer you plenty of expandability, when the team will grow, to easily integrate additional staff into already setup processes. Pros ServiceDesk Plus Cloud has all the features an IT team would ever need from Change/Release Management, Project Management and a complete service catalogue options, while including Asset Management is a fantastic package at an incredibly attractive price. Cons Would like to see a broader range of integrations with other Manage Engine products, especially Remote Access Plus, similarly to Zoho Assist. Currently solutions require you to press the "more..." button in order to see the entire article. Furthermore, there is no built-in Dell Warranty scanning integration, but only a workaround Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ManageEngine ServiceDesk Plus Fantastic value for money, similar trend as any other ManageEngine product. Great customer support and customer satisfaction. A brilliant ITSM platform that allows the IT team to scale up with business needs. Review Source BG Bhavin G. Manager Information Technology and Services Used the software for: 2+ years ### "Service Desk Plus: A Deep Dive into its Highly Customizable Features" March 5, 2025 5.0 Service Desk Plus overall product is good and custom script and trigger function is very useful also release & Change management is useful for every organization. " Pros The technical team is highly supportive, offering custom scripts based on customer requirements at every stage. Additionally, the Change management and release management modules are fully customizable. Cons sometime technical team delay on responses Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Reason for choosing ManageEngine ServiceDesk Plus Customization and easy to integrate with 3rd party monitoring tools. feature roadmap and support. Review Source VR Verified Reviewer System Administrator Insurance Used the software for: 1-2 years ### "Simple, Reliable, and Easy to Work With" May 5, 2026 4.0 ServiceDesk Plus has been reliable and easy to work with. It handles tickets, assets, and automation well, and once everything is set up, it makes daily support work smoother and more organized. Pros Easy to use, customizable, and great for tracking tickets. Automation saves time, asset management works well, and reporting makes it simple to see team performance. Cons Some features feel a bit clunky, and a few settings take longer to configure than they should. Occasional bugs can slow things down, and updates sometimes change things without clear explanation Review Source Kit L. IT Support Engineer Financial Services Used the software for: 2+ years ### "Great ticketing tool with deep integration with other products from ManageEngine." May 15, 2026 4.0 Clean customisable UI, great integration with other products by manageengine, regular updates and features make the product enjoyable. Pros Web based, ease of use, works along side Endpoint central. Clean UI and customisable, value for money when bundle with other ManageEngine tools. Ticket management integration. Cons There is no cons for Service desk plus by Manage Engine so far that I've come across having used the product for 3+ years. Review Source CM Craig M. It infrastructure engineer Leisure, Travel & Tourism Used the software for: 1-2 years ### "Comprehensive Service Management for Zoo Support Operations" June 18, 2026 4.0 My overall experience with ManageEngine ServiceDesk Plus has been positive. It has been a reliable platform for managing service requests and operational support, helping teams stay organized and maintain high service standards across the zoo's diverse facilities and infrastructure. Pros ManageEngine ServiceDesk Plus provided a structured and efficient way to manage support requests, incidents, and maintenance tickets across our large zoo. Its ticketing, asset management, and workflow automation features helped improve response times, increase visibility of issues, and ensure critical facilities and systems were maintained effectively. Cons The interface can feel complex for new users, and some advanced customizations require additional setup and administration effort. Review Source DD David D. Network & Infrastructure Engineer Non-Profit Organization Management Used the software for: 2+ years ### "User Experiance" January 13, 2022 5.0 Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time.. Pros I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application. The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes. There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days. Cons As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Reason for choosing ManageEngine ServiceDesk Plus There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) The Jira was an on-premis system that was getting old. Review Source VR Verified Reviewer Senior Technician Information Technology and Services Used the software for: 2+ years ### "Straight to the point system!" January 18, 2025 5.0 I use this system in my full time job as a technician and it has a huge list of features which make it easy such as different job views, informative dashboard and handy buttons on the taskbar. We recently switched to another ticketing system and although there were a lot of new features, they weren't ideal for our line of work and found it much easier to navigate Service Desk Plus. Pros The different views for tickets you have to manage is great to manage the workflow. You can adjust the order of tickets by date, name, technician assigned and more. Adding custom objects to the system is also very handy, in my case we use custom buttons to send out emails to clients that are pre-configured. The dashboard is also great for checking close rates and seeing how the tickets are holding up as a whole. Cons My only grievance is it feels a little dated sometimes compared to other systems but as far as functionality goes, it's amazing. It's not fair to rate it less for this reason as it's by far the best ticketing system we have used. Review Source RV Robert V. IT Manager Insurance Used the software for: 6-12 months ### "IT Manager" April 3, 2025 4.0 Pros Very Good Ticketing system for out IT department. Cons The customization of templates is a but difficult to understand how the layout works. Some fields are not available for reporting such as the description. A notes field would be nice to add to list the states with date of where the ticket is in the process of getting resolved. Review Source SW Sam W. Helpdesk Manager Financial Services Used the software for: 2+ years ### "Cost effective servicedesk platform" December 13, 2024 4.0 Pros Effective platform, good integrations and a very competitive price Cons The user interface looks dated and can be somewhat unintuitive Review Source VR Verified Reviewer Senior Engineer Information Technology and Services Used the software for: 2+ years ### "Good ITSM platform for its money" May 21, 2023 4.0 A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it. Pros A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements. Cons Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles. Alternatives considered [Motadata ServiceOps](https://www.capterra.com/p/153905/Motadata/) Review Source AM Angelo M. IT Advisor Architecture & Planning Used the software for: 1-2 years ### "Essential to have IT culture - Following ITIL recommendations" August 17, 2022 5.0 Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled. Pros Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable. Cons There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud. Review Source VR Verified Reviewer Service Desk Manger Warehousing Used the software for: 2+ years ### "Impressive Value" May 15, 2021 4.0 Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM Pros The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level. Cons While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products. Review Source KS Kynan S. Administrator Business Supplies and Equipment Used the software for: 2+ years ### "SD+ as a helpdesk tool" July 21, 2024 4.0 Overall, a good product in a sea of expensive options. Pros Setup many years ago, and still in use today. Does all the tasks we require. Cons Can be a bit of a burden to update with only command line automated options. Reason for choosing ManageEngine ServiceDesk Plus Primary choice was based around options vs cost. Review Source BM Basil M. Computer Software Used the software for: 6-12 months ### "Exactly as they advertise. Big 4's are a pain." December 3, 2015 5.0 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'. Review Source AP Ankit P. Technical Engineer Banking Used the software for: 2+ years ### "Keep Track of Issues" November 9, 2023 5.0 Pros ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant. Cons The UI of the application can be improved so it can become more user friendly Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Review Source Leia P. NETWORK TECHNICIAN Financial Services Used the software for: 2+ years ### "ManageEngine has Streamlined our Helpdesk!" July 2, 2018 5.0 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. 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! Review Source VR Verified Reviewer Civil Aviation Aviation & Aerospace Used the software for: 6-12 months ### "ManageEngine ServiceDesk Plus is an Exceptional software " April 5, 2021 5.0 Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management. Pros It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan. Cons It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding. Review Source MS Manuel S. Engineer TI Sr. Telecommunications Used the software for: I used a free trial ### " ManageEngine ServiceDesk Plus/ Trial" July 17, 2024 5.0 it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services Pros Can be implemented much more easily than other services Cons \-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one Alternatives considered [Jamf Pro](https://www.capterra.com/p/164492/Jamf-Pro/)[Microsoft Intune](https://www.capterra.com/p/230703/Microsoft-Endpoint-Manager-MEM/) Reason for choosing ManageEngine ServiceDesk Plus Easy to use and very comfortable Review Source NV Nithin V. Cooperate IT manager Hospitality Used the software for: 2+ years ### "Excellent ITIL Ticket management tool free for 5 Technicians" April 5, 2023 5.0 Pros Excellent ITIL Ticket management tool free for 5 Technicians Cons Need to pay extra for additional technicians other than 5 Reason for choosing ManageEngine ServiceDesk Plus Legacy Review Source Billy W. IT Systems Specialist Retail Used the software for: 2+ years ### "Among the top" March 7, 2018 5.0 Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another. Pros Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features. Cons Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled. 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