# Page 2 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is ManageEngine ServiceDesk Plus the right IT Asset Management solution for you? Explore 230 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 (230) 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 # Page 2 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 26-50 of 230 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Melih Ç. Team Leader Information Technology and Services Used the software for: 6-12 months ### "Review of ServiceDesk Plus" January 8, 2025 4.0 I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin. 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. Pros ServiceDesk Plus is a highly customizable ITSM tool with many modules. It has Incident/Request Management, Change Managements, Project Management (Waterfall), Inventory Management, etc. This kind of management capabilities can easily align the customers' environments easily. Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones. With custom integrations, many products can be integrated with it. Cons Even if it has great tools, I believe the AI capabilities should be extended when incident and/or request tickets are being handled easily. Additionally, the ServiceDesk Plus Failover feature should be more smooth and easy to configure. Review Source AR Adam R. Sever Analyst Hospital & Health Care Used the software for: 2+ years ### "Manage Engine Plus Recommended " June 16, 2025 5.0 Overall Manage Engine Service desk plus is an easy to use and maintain solution for call logging and effective management of workloads and the Integrated CMDB is easy to understand Pros It is very easy to use and the customisation options for how you want it to look on your browser makes things easier to layout Cons The Dark mode feature is not the best solution to making it more easily readable and there are not enough options to make it look better Review Source Justin G. Director of IT Non-Profit Organization Management Used the software for: 2+ years ### "ServiceDesk Plus is Helpful on a Budget" January 6, 2025 4.0 Overall, the experience has been pleasant. ServiceDesk Plus has served its purpose time and time again. Pros ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted. Cons The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks doesn't not support SSO or user provisioning. 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 DT Daniel T. IT Engineer Mechanical or Industrial Engineering Used the software for: 2+ years ### "You can customize just about everything and it just works." February 1, 2025 5.0 I have been using Service Desk plus for several years no and it just works. Also great intergration with other Zoho products Pros The customization of menus, reports and just about everything and the intergration with MS Teams Cons More features being available on the on prem version compared to cloud Review Source TB Tonia B. Director of IT Non-Profit Organization Management Used the software for: I used a free trial ### "ManageEngine Service Desk Plus review" April 29, 2025 4.0 The help desk software was exactly what I wanted in a help desk solution. However, I also needed other features that would cost more as an add-on. Pros ManageEngine Service Desk Plus is very intuitive! It covers everything you would hope for in a Help desk. Cons Each product is separate, and they do not offer an all-in-one solution. Alternatives considered [SysAid](https://www.capterra.com/p/107225/SysAid/)[Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing ManageEngine ServiceDesk Plus I did not, I went with a competitor so that everything was under one pane of glass. 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 Supervisor, IT Support and Services Pharmaceuticals Used the software for: 6-12 months ### "It did its job" August 31, 2024 4.0 Pros It was very easy to use and build workflows. Cons The inability to incorporate other applications into it. 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 AS Aiman S. Network Security Engineer Information Technology and Services Used the software for: 6-12 months ### "ManageEngine ServiceDesk Plus: The ultimate solution for all IT Organization's Needs!!" August 1, 2024 4.0 Service Desk plus emphasizes on ease of use, flexibility, and efficiency in managing IT services and infrastructure. Service Desk plus provides wide range of automation and integration capabilities. The platforms versatility in interacting with various internal and external systems makes it a useful tool for companies looking to optimize their IT operations. Pros 1\. ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control). 2.Service Desk Plus offers the feature of analytics plus for customizable dashboards for better data visualizations and decision making. Cons 1\. Cost can be lower. 2.TAC Team support can be improved. Review Source VK Vincent K. Team Lead ServiceDesk Financial Services Used the software for: 2+ years ### "Great (not only) IT servicedesk tool" November 29, 2023 5.0 Decent tool - very powerfull - would recommend 10/10 - great support Pros flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows. Cons with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great) Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) company growth required more capable software (we used a freeware before wich suited our smaller size OK back then) 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 Harry S. Systems & Digital Marketing Administrator Construction Used the software for: 1-2 years ### "Great software, could use more features" November 18, 2022 4.0 It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it. Pros Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version. Cons The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing ManageEngine ServiceDesk Plus Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) It didn't have all the functionality or updated UI we were after. 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 GV Gerardo V. Product Manager Information Technology and Services Used the software for: 2+ years ### "A very customizable ITSM tool" May 18, 2022 5.0 ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first. Pros The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service. Cons The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ManageEngine ServiceDesk Plus ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) The interface of ServiceDesk Plus is most friendly for the end users and technicians. Review Source pP pritesh P. Systeam admin Information Technology and Services Used the software for: 2+ years ### "Organization improvement product : ManageEngine ServiceDesk Plus" March 7, 2023 5.0 We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product. Pros This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features. Cons API ,agent base scning network . scnnig need to efficetive becuase we face network issue Switched from [Carbonite](https://www.capterra.com/p/223152/Carbonite/) Becuase of support issues and reports featching issue. Review Source ON Ofentse N. IT Security Administrator Retail Used the software for: 2+ years ### "ManageEngine Service Desk Plus - Great helpdesk solution" July 10, 2023 5.0 We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly. Pros Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users. Cons There is nothing really we have not liked so far with the product. 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 Jaime Isai O. Senior Network Engineer Information Technology and Services Used the software for: 2+ years ### "ServiceDesk Plus ManageEngine" June 23, 2022 5.0 Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area. Pros More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system. Cons Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process. Review Source Sergio D. IT Consultant Information Technology and Services Used the software for: 2+ years ### "A complete, easy to deploy and use, customizable service management solution" January 30, 2022 5.0 We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work. Pros It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions. Cons As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers). Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[SysAid](https://www.capterra.com/p/107225/SysAid/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[osTicket](https://www.capterra.com/p/125118/osTicket/) Reason for choosing ManageEngine ServiceDesk Plus Completeness of functions, ITIL orientation, ease of use Review Source Nicat B. Network and network security engineer Government Administration Used the software for: 6-12 months ### "My experience has been amazing and productive" May 3, 2023 5.0 As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management. Pros Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface Cons It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ManageEngine ServiceDesk Plus Looking at other alternatives, this product is the most convenient to use. 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 IT Engineer Hospitality Used the software for: 2+ years ### "Robust, easy to use, fully-featured IT Help Desk software" January 28, 2024 5.0 Pros The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips. Cons There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle. Review Source VR Verified Reviewer IT Manager Retail Used the software for: 2+ years ### "Great product for its money" February 20, 2023 5.0 Overall this product is really well made and compared to its competitors is really well priced. Pros this product is well made and can be used for almost any company size, the best parts is ticket management and change management. Cons there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[SysAid](https://www.capterra.com/p/107225/SysAid/)[TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) this product was a better fit for the organization. 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.