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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

What Is ManageEngine ServiceDesk Plus?

ServiceDesk Plus empowers IT help desks to accelerate resolution timelines with no-code help desk automations, ticketing workflows, SLAs, AI-powered chatbot, and employee self-service portal. Incident tickets and service requests can be categorized, prioritized, and routed to specialized help desk technicians automatically. ServiceDesk Plus also enables other departments like HR, facilities, and finance to set up their help desks on the same platform.

Who Uses ManageEngine ServiceDesk Plus?

ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.

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Reviews of ManageEngine ServiceDesk Plus

Average score

Overall
4.4
Ease of Use
4.2
Customer Service
4.2
Features
4.4
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Nicat
Nicat
Network and network security engineer in Azerbaijan
Verified LinkedIn User
Government Administration, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

My experience has been amazing and productive

5.0 2 years ago

Comments: 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.

Kynan
Administrator in Australia
Business Supplies & Equipment, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

SD+ as a helpdesk tool

4.0 7 months ago

Comments: Overall, a good product in a sea of expensive options.

Pros:

Setup many years ago, and still in use today. Does all the tasks we require.

Cons:

Can be a bit of a burden to update with only command line automated options.

Verified Reviewer
Verified LinkedIn User
Program Development, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Support is terrible

3.0 5 years ago

Pros:

Nice interface.

Cons:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Verified Reviewer
Verified LinkedIn User
Hospitality, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Robust, easy to use, fully-featured IT Help Desk software

5.0 last year

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.

Joshua
Applications Specialist in Australia
Retail, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great for SMB but future growth needs to be considered

4.0 8 months ago

Comments: Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.

Pros:

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons:

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

Manuel
Engineer TI Sr. in Mexico
Telecommunications, 51–200 Employees
Used the Software for: Free Trial
Reviewer Source

Alternatives Considered:

ManageEngine ServiceDesk Plus/ Trial

5.0 7 months ago

Comments: 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

Alagie
IT administrator Assistant Manager in Gambia
Telecommunications, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

My experience with ManageEngine ServiceDesk

5.0 12 months ago

Comments: 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.

Ofentse
IT Security Administrator in South Africa
Retail, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

ManageEngine Service Desk Plus - Great helpdesk solution

5.0 2 years ago

Comments: 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.

Motwakil Osman
Senior System Engineer in Saudi Arabia
Oil & Energy, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

ManageEngine Service Desk review

5.0 last year

Comments: 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

Setu Bandhan
Senior Network Administrator in Canada
Banking, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Nice product

4.0 11 months ago

Pros:

Customization possible as per the company policy

Cons:

i would say the price and tech support needs to be improved

David
Network & Infrastructure Engineer in UK
Nonprofit Organisation Management, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

User Experiance

5.0 3 years ago

Comments: 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.

Mike
Teamlead IT in Netherlands
Retail, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Best Servicedesk Product EVER!

5.0 5 years ago

Comments: 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!

Andrés
Project Manager in Mexico
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Excellent tool to start operating a service desk to align with ITIL

4.0 3 years ago

Comments: 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.

Stuart
IT Network & Infrastructure Engineer in UK
Health, Wellness & Fitness, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Great value for money and after-care

5.0 2 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Mental Health Care, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Sdplus is a fantasitic IT ticketing system at a great price.

5.0 2 years ago

Comments: Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

Pros:

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

Cons:

There are so many features, initial setup can take a while to configure everything.

Nithin
Cooperate IT manager in United Arab Emirates
Hospitality, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent ITIL Ticket management tool free for 5 Technicians

5.0 2 years ago

Pros:

Excellent ITIL Ticket management tool free for 5 Technicians

Cons:

Need to pay extra for additional technicians other than 5

Will
IT Manager in Canada
Retail, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Intuitive ITSM Platform

5.0 2 years ago

Comments: Overall experience has been a positive one. IT related issues are much easier to address and remedy now.

Pros:

The software is easy to set up and implement.

Cons:

There was a bit of a learning curve for some o f the more esoteric features, but were still easy enough to comprehend.

Angelo
IT Advisor in US
Architecture & Planning, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Essential to have IT culture - Following ITIL recommendations

5.0 2 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Best Service desk Software

5.0 6 years ago

Comments: 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)

Leia
Leia
NETWORK TECHNICIAN in US
Verified LinkedIn User
Financial Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

ManageEngine has Streamlined our Helpdesk!

5.0 7 years ago

Comments: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros:

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons:

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Verified Reviewer
Verified LinkedIn User
, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

It´s a great product helps me keep all my issues with customers organized

5.0 7 years ago

Comments: its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

Pros:

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Cons:

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Servicedesk product at an affordable price

4.0 5 years ago

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.

Dean
Group Infrastructure Specialist in UK
Publishing, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

ManageEngine Servicedesk Plus

5.0 4 years ago

Comments: Great for ticketing and asset management.

Pros:

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Cons:

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Ryan
Network Engineer in US
Verified LinkedIn User
Telecommunications, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

ManageEngine ServiceDesk Plus (MSP)

4.0 6 years ago

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.

Tinashe
Head ICT in Zimbabwe
Financial Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

The future of service Desk

5.0 5 years ago

Comments: 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