# ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ManageEngine ServiceDesk Plus the right Incident Management solution for you? Explore 231 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews --- ManageEngine ServiceDesk Plus 4.4 (231) 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 March 13th, 2026 # Reviews of ManageEngine ServiceDesk Plus Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews Comprehensive ticket tracking system 86% positive reviews out of 58 Most reviewers indicate ticket management is thorough, customizable, and simplifies tracking, automation, and resolution processes. Reza R IT Manager, 201 - 500 employees. "this product is well made and can be used for almost any company size, the best parts is ticket management and change management." Complex and outdated interface 47% negative reviews out of 43 Some reviewers find ease of use lacking due to a dated, unintuitive interface and limited customization options. Robert V IT Manager, 51 - 200 employees. "The customization of templates is a but difficult to understand how the layout works." Straightforward deployment and configuration 96% positive reviews out of 28 Most reviewers describe setup as quick, uncomplicated, and adaptable, with seamless integration into existing systems. Flexible service request handling 85% positive reviews out of 26 Most users report service requests are efficiently managed, highly configurable, and support ITIL best practices for IT operations. Melih C Team Leader, 51 - 200 employees. "It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very customizable according to the needs as well as the Request LifeCycle configs." ## Showing most helpful reviews Showing 1-25 of 231 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 EL Edier L. Network administrator Marketing and Advertising Used the software for: 2+ years ### "Excelent tool for ticketing, asset management and other related process" April 15, 2026 5.0 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. Pros We are working with ManageEngine ServiceDesk Plus first on-presmises and after move to the cloud, the migration was was easy and faster. We don't use all the options available for deployment but is good to know there are there in case the company situation change. Cons We also have Endpoint Central Cloud, and I don't like that we cannot use all remote functionalities available for support in this tool when we have integration, it should be nice to have all those remote alternatives directly in ServiceDesk Plus when we are working on support ticket. 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 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 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 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 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 CW Callum W. IT System Engineer Business Supplies and Equipment Used the software for: 2+ years ### "Excellent value for money and full of features ticket system" March 25, 2026 5.0 So far the products been great the past few years that we've used it. We've even picked up some of their other products too. Pros The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too. The actual improvement and efficiency of the ticket management is fantastic and super easy to use. Cons At times the product can be slow but when reporting this issue they are fast to fix it and also fast to reply to tickets too. Review Source JL James L. Chief Technology Officer Financial Services Used the software for: 2+ years ### "Reliable and Expressive" December 27, 2023 5.0 It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it. Pros It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success. Cons It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing ManageEngine ServiceDesk Plus Cheaper, better, reliable, customizable and product support is great. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on. Review Source BS Boyang S. Junior Data Integration Developer Information Technology and Services Used the software for: 1-2 years ### "ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution" March 3, 2023 5.0 Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment. Pros ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services. Cons One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow. Switched from [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) ManageEngine ServiceDesk Plus offers a great combination of features and capabilities for an ITSM solution. It is more user-friendly than many of its alternatives, and its automation capabilities can help to streamline the service request process. Additionally, the reports it generates are comprehensive and provide great insight into the performance of our IT services. Review Source tS tim S. IT Manager Hospital & Health Care Used the software for: 2+ years ### "Manage Engine is a very good product" September 26, 2025 4.0 never had many issues with the product, its very reliable and consistent to work with. Highly recommend if you have a larger network Pros Product is very resilient and robust the learning curve isnt to steep, user interface is fairly friendly and easy to navigate, Cons honestly biggest drawback ( as all of us know in the it world ) is the cost but when managing networks it is very good 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 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 VR Verified Reviewer Manager - IT Banking Used the software for: 6-12 months ### ""The Best HelpDesk Managing System"" June 30, 2021 5.0 ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with ManageEngine ServiceDesk Plus. Pros There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext. Cons There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner. Review Source VR Verified Reviewer MIS Director Mental Health Care Used the software for: 2+ years ### "Sdplus is a fantasitic IT ticketing system at a great price. " March 27, 2023 5.0 Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair. Pros All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need. Cons There are so many features, initial setup can take a while to configure everything. Review Source JN Joshua N. Applications Specialist Retail Used the software for: 2+ years ### "Great for SMB but future growth needs to be considered" June 16, 2024 4.0 Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised. Pros It does the job and helps us as an office support our retail stores and staff members with any questions and queries. Cons I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) 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 IT Engineer CSS Used the software for: 2+ years ### "It´s a great product helps me keep all my issues with customers organized " June 13, 2018 5.0 its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive 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 Review Source AW Andrew W. Radpro Hospital & Health Care Used the software for: 2+ years ### "Life changing" December 9, 2020 4.0 My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long. Pros When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less. Cons The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Reason for choosing ManageEngine ServiceDesk Plus \[SENSITIVE CONTENT HIDDEN\] had the final say Review Source AM AbdulAleem M. Techincal Support Hospitality Used the software for: 2+ years ### "Review Manage Engine SDP" September 28, 2021 5.0 Pros Easy to Use Easy to Setup customer-centric UI Cons Very vast software. It's good for certain companies but for us it makes too many screens to manage. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ManageEngine ServiceDesk Plus Arabic language support Review Source VR Verified Reviewer Microsoft SQL Database Administrator / Developer Construction Used the software for: Less than 6 months ### "Versatile tool with a lot of features" June 27, 2018 4.0 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. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.