# Page 4 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is ManageEngine ServiceDesk Plus the right Incident Management solution for you? Explore 232 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 (232) 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 4 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 76-100 of 232 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 MOK Motwakil Osman K. Senior System Engineer Oil & Energy Used the software for: 6-12 months ### "ManageEngine Service Desk review " January 20, 2024 5.0 A very good experience helped me alot with inventory Pros Ticketing system is top and every aspect is covered Cons A little difficult to implement for beginners Alternatives considered [Zabbix](https://www.capterra.com/p/135902/Zabbix-Monitoring-Solution/) Reason for choosing ManageEngine ServiceDesk Plus Easier and more rich and customer support Review Source VR Verified Reviewer Senior Associate Financial Services Used the software for: 1-2 years ### "Useful tool, but not great " December 9, 2018 3.0 The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate. Pros The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help. Cons It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature. Review Source RC Ryan C. Network Engineer Telecommunications Used the software for: 2+ years ### "ManageEngine ServiceDesk Plus (MSP)" November 19, 2018 4.0 Pros Starts at Free......Need I say more? --- I suppose i do, lol. It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal. Cons Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly. One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that. The support and documentation can also be a bit lacking on details. Review Source Nicholas D. Server Administrator Human Resources Used the software for: 2+ years ### "Service Desk is good" June 28, 2018 4.0 Pros Its good, easy to use, fast, functional. Cons Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support. Review Source MS Mark S. Financial Services Used the software for: 2+ years ### "Basic Helpdesk Application" December 5, 2016 2.0 Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs. Pros ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application. Cons ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation. Review Source TM Tinashe M. Head ICT Financial Services Used the software for: 2+ years ### "The future of service Desk" July 24, 2020 5.0 Great solution to seamlessly manage tickets with reporting that is comprehensive. Pros The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises Cons Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing ManageEngine ServiceDesk Plus Great Integration capabilities Review Source Carlos R. System Administrator Food & Beverages Used the software for: 2+ years ### "Over 125 users and counting!" February 19, 2019 4.0 We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service. Pros I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs. Cons We cant add Video tutorials to our knowledge base Review Source AS Alex S. IT Project Coordinator Management Consulting Used the software for: 1-2 years ### "Lots of useful features; But counter-intuitive and clunky overall " October 4, 2018 3.0 We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else. Pros Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system) Cons Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws. Review Source MV Mike V. Teamlead IT Retail Used the software for: 1-2 years ### "Best Servicedesk Product EVER!" April 16, 2020 5.0 I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome. We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!! Pros I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it. Cons Nothing! Only pros pros pros! Even when there is a issue, the support team is on top of it. WOW! Alternatives considered [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) Reason for choosing ManageEngine ServiceDesk Plus Topdesk is much more complex, updating is hard, more expensive and not as user friendly! Review Source VR Verified Reviewer Systems Administrator Financial Services Used the software for: 2+ years ### "You are the beta tester" December 7, 2018 3.0 This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint. Pros The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency. Cons Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch. Review Source RC Ricardo C. Software Engineer Banking Used the software for: 2+ years ### "ManageEngine ServiceDesk Plus Experience" May 6, 2021 5.0 Provide a better customer support while reducing the number of incidents and tackling root issues Pros The reports section is very useful because we can take actions based on the performance of the team and tackle the root problems while executing RCA Cons The garbage data that stays there for removed items, like termination accounts or assets that remains there even if they're not required anymore Review Source AA Andrés A. Project Manager Information Technology and Services Used the software for: 6-12 months ### "Excellent tool to start operating a service desk to align with ITIL" November 18, 2021 4.0 The solution is very easy to deploy, operate and manage, and it is also ready to install and use. It is required to have basic knowledge in the administration of help desks to be able to administer correctly. Pros It is very easy to implement, very friendly and out of the box "install and use" Cons The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes. Alternatives considered [TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing ManageEngine ServiceDesk Plus The cost is within budget and the functionalities are aligned to ITIL Review Source SB Silverio B. Sistemista Financial Services Used the software for: 2+ years ### "Buon software pe gestione Ticket" September 22, 2022 4.0 Pros Piattaforma di ticketing che fa della sua semplicità il maggior punto di forza. Configurato a dovere è uno strumento potente per la gestione di tutte le problematiche lato IT aziendali. Cons La configurazione richiede abbastanza studio e sviluppo, con le impostazioni di base resta abbastanza limitato Reason for choosing ManageEngine ServiceDesk Plus semplicità Review Source David A. Director of IT infrastructure Banking Used the software for: 2+ years ### "One of the top helpdesk ticketing platforms." April 5, 2019 5.0 Pros Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere. Cons I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days. Review Source VR Verified Reviewer Sr. IT Infrastructure Engineer Maritime Used the software for: 2+ years ### "Maybe the best ticketing system in the market. Great way to organize multi-located teams." August 2, 2018 5.0 Pros Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams. Cons Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions. Review Source EO Eric O. Project Manager Computer Software Used the software for: 2+ years ### "The AIO Servicedesk Solution" February 4, 2021 5.0 as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory Pros All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use. Cons Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that Review Source SB Sarah B. Help Desk Analyst Farming Used the software for: 1-2 years ### "Complex and probably more than we needed!" September 13, 2022 4.0 Indifferent. I am sure it works well for many, just was not a good fit for our use. Pros It definitely had a lot of capabilities but me and my team found it hard to navigate as well as hard to communicate with the Customer Service Cons It was just very busy. Not very user friendly for our use. Review Source VR Verified Reviewer IT cloud manager Computer Software Used the software for: 2+ years ### "A Comprehensive asset tracking help desk and all around IT Swiss army knife at a high cost." May 8, 2018 4.0 All around tracking for my helpdesk ticketing Pros Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets. Cons High cost when inspecting other solutions that might bring to the table less features but cost less expensive. Review Source VR Verified Reviewer System Analyst Financial Services Used the software for: 2+ years ### "Very friendly Support staff willing to go the extra mile to help " April 26, 2018 5.0 Pros Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase Cons updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest Review Source NT Neeraj T. Manager Automotive Used the software for: 1-2 years ### "Services desk plus review" May 27, 2022 4.0 Good. Pros it's a tracking system and alerting on every ticket and we can handle the tickets very well on this. Cons Need to improve more about the content for the new guy. Review Source Chris G. SharePoint Architect Oil & Energy Used the software for: 2+ years ### "Daily workhorse" August 8, 2017 5.0 Pros Easy to use and configure Use it daily for our helpdesk and have implemented it in 3 different organisations meeting the needs of all Cons Some things like change management are a bit confusing and cumbersome to use but the set of features is fantastic for the price. Review Source Jillian R. Network Analyst Machinery Used the software for: 6-12 months ### "I'm slowly falling in love with this software...<3" May 31, 2018 5.0 So many of them! We have network benefits, OS Deployment Benefits... They offer asset management (even though we manage our own, we may move everything over to one software, because, why not?!) Pros This software can do whatever I need it to do! Everytime I think to myself "I wish I could..." I do a simple search, low and behold.. They offer it!! It's usually included in what I already paid for too! Cons I do adore this software! With that said.. I do find it difficult to navigate sometimes, I would love to have some training to better understand everything that ManageEngine and Service Desk Plus Has to Offer! Review Source MS Mike S. Programmer/Analyst Paper & Forest Products Used the software for: 2+ years ### "ServiceDesk Plus - Manage your Helpdesk with Ease" October 7, 2020 4.0 it has been an invaluable tool these past years to keep track of our helpdesk tickets. Pros The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions. Cons You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech. 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