# ManageEngine ServiceDesk Plus Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about ManageEngine ServiceDesk Plus Software - reviews, pricing plans, popular comparisons to other IT Asset Management products and more. Source: https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus --- # ManageEngine ServiceDesk Plus Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) ManageEngine ServiceDesk Plus ## What is ManageEngine ServiceDesk Plus? Using visual workflows, ServiceDesk Plus helps you manage servers, workstations, routers, switches, software, and other assets—each from procurement through disposal. IT teams can discover Windows, macOS, and Linux devices and the installed software through multi-modal agent-based and agentless scans. ServiceDesk Plus helps IT teams stay audit-ready by providing deep insights into their software license compliance, IT asset usage, and financials. It is also PinkVERIFY-certified for IT asset management. ## What is ManageEngine ServiceDesk Plus used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Overall rating Based on 228 user reviews Reviews sentiment Positive 90% Neutral 7% Negative 4% Pros & cons Comprehensive ticket tracking system Straightforward deployment and configuration Complex and outdated interface Starting price $16 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## ManageEngine ServiceDesk Plus alternatives Highest Rated [4.7 (1,754)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,410)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (685)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,074)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/alternatives/) ## Pros and Cons 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." ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Support Ticket Management 4.7 (36) 83.33% of 36 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Ticket Management 4.7 (36) 83.33% of 36 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Alerts/Escalation 4.3 (23) 78.26% of 23 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Help Desk Management 4.3 (18) 77.78% of 18 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system Incident Management 4.4 (18) 77.78% of 18 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Remote Access/Control 3.9 (18) 44.44% of 18 reviewers that rated this feature as important or highly important Access work applications remotely, for when working away from the office and/or traveling ManageEngine ServiceDesk Plus 146 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Assign assets to users, job sites, and vehicles to ensure accountability Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Tickets are automatically assigned to specific agents based on predefined rules Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Scan barcodes to ensure accurate pricing and label tracking Identify and track items using barcode tags or RFID (radio-frequency identification) tags Compare key metrics for the business against prominent players in the industry Create and manage digital catalog of products/services with their details, specifications, and price Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Track the status of assets and whether they're checked in or out Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Provides a channel for team members to share media files, communicate, and work together Leave comments and notes on documents for others to view Manage and track all internal and external communication conducted via calls, email, text, or chat Record and track all relevant internal and external communications Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction Track and manage adherence to policies for any service, product, process, or supplier Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Centralized repository to store content and assets Track, store, and access client contracts or licenses Investigate and take action at root cause or error in processes to prevent recurring issues Process to track, record, and analyze expenses that occurred over the entire duration of a given project Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Graphical representation of data Track and manage the decline in value of assets and plan for improvements Plan when and how to dispose of outdated or decommissioned assets Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Assemble applications and processes by dragging over and arranging pre-built components Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails A chronological record of actions or occurrences within a network, software, or process Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Managing service requests, incidents, IT issues & support with a ticketing system Information, data and reports that are being tracked over time Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Track and manage inventory levels to maintain proper supply Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items Oversee people and resources to carry out an investigation Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Monitor the movement of one or more IT assets throughout the organization Manage incidents related to outages or breaches in functionality of IT systems Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Identify the physical location of an individual, asset, device, etc. Templated responses for responding quickly to recurring support requests Manage, maintain and track the performance of assets and equipment Schedule predetermined or ad hoc maintenance services and labor requests Access software remotely via mobile devices Notifications via mobile devices Access the system via a mobile application A way of interacting with a mobile application using items such as windows, icons, and menus Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Manage and support multiple locations A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Estimate or forecast of a future scenario based on the study of present trends Create, send, and track purchase orders and their statuses Matrix barcode that stores information Engage in direct, instant messaging with customers, users, etc. Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Set an issue to repeat Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Timed notification for any upcoming task, deadline, appointment, or activity Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Review, approve and cancel requests for goods/services to be purchased Manage the entire lifecycle of a reservation, from the initial booking to the actual service or event Assign available resources (human and/or non-human) to various projects and tasks Input different types of content and edit text formats, fonts, font sizes, and colors Set & manage permission levels based on user roles and restrict access to only authorized individuals Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Track, report on and implement actions pertaining to physical safety at the workplace Set a time to generate routine reports automatically Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Track work performed and resources used for past customers, sites, or assets Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Track the status and progress of tasks Sample files or documents that could be customized as needed or used as is Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Set-up notifications and alerts for web browsers and apps. An extended application or connector that enables users to perform additional services with their current set of tools An informational database that allows users to add, delete, or revise content Creating, assign, and track jobs and/or tasks for work orders Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.4 (214) 4.4 Based on 214 reviews ## Pricing Value for money 4.3 (191) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/pricing/) Standard (Cloud) $16.00 Per User,Per Month It includes: - IT Help Desk Professional (Cloud) $33.00 Per User,Per Month It includes: - Asset - Change Enterprise (Cloud) $78.00 Per User,Per Month It includes: - Projects Value for money 4.3 (191) 4.3 Based on 191 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[ ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/)[ Zoho Survey](https://www.capterra.com/p/131426/Zoho-Survey/)[ Zoho Analytics](https://www.capterra.com/p/129749/Zoho-Analytics/)[ Site24x7](https://www.capterra.com/p/168192/Site24x7/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.2 (200) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (200) 4.2 Based on 200 reviews ## User reviews Overall rating 4.4 Based on 228 reviews Filter by rating 5(127) 4(78) 3(15) 2(5) 1(3) Mentioned topic Sorted by most recent YK Yurii K. Technical Support Specialist Non-Profit Organization Management ### "Great tool for teams of any size" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 9, 2026 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CW Callum W. IT System Engineer Business Supplies and Equipment ### "Excellent value for money and full of features ticket system" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 25, 2026 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CQ connor q. IT Team Lead Media Production ### "Powerful capabilities in the right hands, but requires a lot of front-heavy time and customisation" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 March 18, 2026 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 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 Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reasons for choosing ManageEngine ServiceDesk Plus It provided more utility and a better price point for the features offered at the time Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Austin E. CTO Insurance ### "Great ticketing system with customizable import systems" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 February 25, 2026 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AV Ahmet V. System Network and İnformation Sec Manager Chemicals ### "ManageEngine ServiceDesk Plus" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 2, 2025 Our overall experience with ManageEngine ServiceDesk Plus has been highly positive. The solution has significantly reduced our operational burden by making our IT service management processes more organised, traceable, and efficient. Its comprehensive capabilities in critical areas such as request management, SLA tracking, automation workflows, and reporting have markedly improved the quality of our daily operations. Its user-friendly platform for both end-users and IT teams has accelerated the adaptation process. Thanks to its stable operational structure and extensive customisation options, it has demonstrated highly successful performance in adapting to our organisational needs. Overall, I can confidently say it is a reliable solution for organisations seeking to professionalise their processes and strengthen their service management. Pros The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers. The ability to easily customise workflows, the powerful automation, and the fact that it enables end-to-end management of requests much more efficiently are significant advantages. Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes. Cons The aspect I would like to see improved in ManageEngine ServiceDesk Plus is that some advanced configuration and integration steps occasionally require additional technical knowledge. Furthermore, making the interface more modern and fluid in extensive customisations could further enhance the user experience. Apart from that, although it has a robust structure overall, improvements in these areas would make the solution even more effective. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. TS tim s. IT Manager Hospital & Health Care ### "Manage Engine is a very good product" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 September 26, 2025 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AR Adam R. Sever Analyst Hospital & Health Care ### "Manage Engine Plus Recommended " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 16, 2025 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TB Tonia B. Director of IT Non-Profit Organization Management ### "ManageEngine Service Desk Plus review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 April 29, 2025 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/) Reasons for choosing ManageEngine ServiceDesk Plus I did not, I went with a competitor so that everything was under one pane of glass. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. IP ISHWARI P. Trainee Information Technology and Services ### "ManageEngine Service Desk Plus: Shortcomings, strengths and Suitability." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 April 16, 2025 Pros 1) For non-technical users also easy navigation. 2) Helps organization align with modules like incident, problem, change, asset management. 3)Technician and end users can manages tickets it improves responsiveness. Cons 1) Requires fine-tuning to avoid Email/SMS alerts can be too frequently or lack filtering. 2) Mobile app limitations lack some features from the desktop version. 3)Requires time and efforts to utilize all features. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RV Robert V. IT Manager Insurance ### "IT Manager" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 April 3, 2025 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. 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