# Page 3 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 # Page 3 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 51-75 of 231 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 NJ Nathan J. Head of Infrastructure and Networks Insurance Used the software for: 2+ years ### "Good Cloud Based Service Desk" June 6, 2023 4.0 As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult. Pros Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable, Cons Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Review Source SG Stuart G. IT Network & Infrastructure Engineer Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great value for money and after-care" June 23, 2023 5.0 Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform. Pros The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect. Cons Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud. Reason for choosing ManageEngine ServiceDesk Plus Cost/Support/Experience with it previously Review Source Sam L. Systems Administrator Financial Services Used the software for: 2+ years ### "Great ticketing system for helpdesk " July 20, 2019 4.0 This 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. Pros Ease 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. Cons Reporting 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 Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks wasn't working correctly and was misreporting assets. TIcket system wasn't user friendly and techs didn't know how to use it, even after training. klunky was the work they used. SD+ is much, much better Review Source VR Verified Reviewer Senior Systems Engineer Machinery Used the software for: 2+ years ### "A bit separated but getting better" February 10, 2021 4.0 Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price. Pros In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option. Cons Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks was getting long in the tooth for our organization as it grew out of being a small business. Review Source Ricardo D. Business Intelligence Team Lead Legal Services Used the software for: 1-2 years ### "Manage Engine Service Desk Review" March 5, 2022 4.0 We used it as a ticket system for IT but overall did not like the experience. Pros It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well Cons There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently Switched from [Microsoft Azure](https://www.capterra.com/p/16365/Azure/) We needed something better to use for a ticket system Review Source VR Verified Reviewer Systems Administor Machinery Used the software for: 2+ years ### "A basic Helpdesk software" January 8, 2021 4.0 I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets. Pros It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well. Cons The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ManageEngine ServiceDesk Plus It was cheaper and seemed to do the basics we needed it to. Review Source VR Verified Reviewer Systems Support Engineer - Managed Services Information Technology and Services Used the software for: 1-2 years ### "Best Service desk Software" February 13, 2019 5.0 We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way. Pros So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff Cons \+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth for money) Review Source HA Herman A. Senior Network and Security Administrator Broadcast Media Used the software for: 2+ years ### "ManageEngine ServiceDesk Plus Review" October 14, 2022 5.0 We cant run ICT support without this tool, its the core of our support system Pros Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved Cons Its more effective working alongside other zoho products which have to be purchased separately Reason for choosing ManageEngine ServiceDesk Plus We evaluated and fit our needs perfectly Review Source AF Alagie F. IT administrator Assistant Manager Telecommunications Used the software for: 2+ years ### "My experience with ManageEngine ServiceDesk" February 19, 2024 5.0 Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly. Pros What I like most is creating different user groups with different roles. Cons There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest. Reason for choosing ManageEngine ServiceDesk Plus ManageEngine is more user-friendly and, after going through the testing phase, we concluded that it is more suitable for our infrastructure. Review Source MT Michael T. Service Delivery Manager Financial Services Used the software for: 1-2 years ### "Good product, but support needs to improve" February 2, 2022 4.0 Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve Pros Easy to setup and get started, mostly conforms to ITIL standards Cons Lacks some configurability and isn't as flexible as top-tier products like ServiceNow Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing ManageEngine ServiceDesk Plus Best combination of price, configurability, usability Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Limited functionality and was unstable Review Source VR Verified Reviewer Soporte Tecnico Banking Used the software for: 1-2 years ### "ManageEngine ServiceDesk Plus" November 16, 2022 5.0 con esta herramienta, podemos tener el control total de los incidente en nuestra empresa en el area tecnológica , a si como asignar tique correspondiente a cada persona, con su respectivo tiempo de repuesta y prioridad. poder generar informe trimestral para ser medido en base los incidentes resueltos. Pros lo que mas me gusta es el facil manejo a la hora de administrar las categorias, los roles de usuario y prioridades de tiques. Cons hasta ahora no e tenido ningun inconveniente con la plataforma. Reason for choosing ManageEngine ServiceDesk Plus por su efectividad y adaptación a nuestra empresa. Review Source ŁP Łukasz P. IT Infrastructure Specialist Consumer Electronics Used the software for: 2+ years ### "Central and highly customizable ticketing system for the entire organization" November 7, 2022 4.0 Central and highly customizable ticketing system integrated with the monitoring OpManager system Pros Very simple and intuitive graphical user interface, highly customizable Cons Notorious problems with application updates Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ManageEngine ServiceDesk Plus Integration with the monitoring system Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) There are no more advanced options in OTRS Review Source Alan H. Desktop Support Technician Higher Education Used the software for: 2+ years ### "Way better Service Desk applications out there" October 10, 2018 3.0 Pros When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets. Cons The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself. 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 PA Pierre-Edouard A. Ingenieur Cybersecurite Computer Software Used the software for: 1-2 years ### "Un produit indispensable pour gérer votre support informatique " November 21, 2023 5.0 Pros La simplicité d'utilisation est le point fort. Le produit est est vraiment complet en terme de fonctionnalité. Vous aurez un suivi complet de tous vos incidents. Cons Le prix est surement un inconvénient si vous avez beaucoup de techniciens. Switched from [ClariLog](https://www.capterra.com/p/10007770/Clarilog/) Plus complet que clarilog et plus rapide Review Source SBS Setu Bandhan S. Senior Network Administrator Banking Used the software for: 6-12 months ### "Nice product" March 20, 2024 4.0 Pros Customization possible as per the company policy Cons i would say the price and tech support needs to be improved Review Source José F. IM Manager Oil & Energy Used the software for: 1-2 years ### "Good IT Ticking system" November 10, 2022 5.0 The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic. Pros The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed. Cons If you are a small company, the best recommendation must work On a Cloud solution they provide. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) is a robust solution. Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 1-2 years ### "Me gusto mucho" July 16, 2023 4.0 Pros me gusto mucho su herramienta de gestion de tickes los cuales se crean para requerimientos IT Cons hay documentos que me amarecen con falencias ya que no son tan precisos. Review Source RC Raj C. IT Apps Public Safety Used the software for: 2+ years ### "One stop shop for ITIL based efficient Servicedesk" March 13, 2020 5.0 Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product. Pros Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages. Cons Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on. 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 VR Verified Reviewer Senior Consultant Information Technology and Services Used the software for: 2+ years ### "Servicedesk product at an affordable price" May 24, 2020 4.0 Pros The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats. Cons The interface could have been much much better. Adding of extendedattributes could have been made easier. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "Es ideal" July 16, 2023 5.0 Pros es un aplicativo facil de utilizar y economico que permite gestionar labores del area de IT Cons Presenta herrores en la automatizacion que se pueden mejorar para que tenga una mejor resepcion de clientes. 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. 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.