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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
Sergio
Sergio
IT Consultant in Italy
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A complete, easy to deploy and use, customizable service management solution

5.0 2 years ago

Comments: 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).

Harry
Harry
Systems & Digital Marketing Administrator in UK
Verified LinkedIn User
Construction, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great software, could use more features

4.0 2 years ago

Comments: 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.

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 4 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.

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 4 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.

James
Chief Technology Officer in US
Financial Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Reliable and Expressive

5.0 6 months ago

Comments: It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

Pros:

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.

Cons:

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.