Overview
What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
A good all-round tool for any IT department
Your ticket to user satisfaction with a side of SOX compliance
ServiceDesk Plus: fast but simple
ManageEngine Service Desk Plus: Look elsewhere for a ticketing solution
Best ITSM tool for Enterprises
Best ticketing system out there!
ServiceDesk is great for tracking tickets and managing SLA's
ManageEngine ServiceDesk Plus Reviewed
Win with ServiceDesk
Has what you need but it's rigid
Service Desk Plus: Just the right fit
Service Desk Plus
Service with a smile
Says it can do a lot - but try it first.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (19)10.0100%
- ITSM reports and dashboards (17)9.090%
- Self-service tools (17)8.080%
- ITSM collaboration and documentation (15)7.070%
Pricing
Standard
$10.00
Professional
$21.00
Enterprise
$50.00
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 10Organize and prioritize service tickets(19) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9Expert directory(12) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 10Service restoration(14) Ratings
Impact assessment and automated fixes for common problems
- 8Self-service tools(17) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9Subscription-based notifications(13) Ratings
Users subscribe to notifications for ticket updates
- 7ITSM collaboration and documentation(15) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9ITSM reports and dashboards(17) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 8Configuration mangement(13) Ratings
Database for tracking and reporting all business assets
- 9Asset management dashboard(13) Ratings
Dashboard showing organization's software portfolio
- 9Policy and contract enforcement(9) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9Change requests repository(14) Ratings
Single repository of all planned changes and releases
- 10Change calendar(10) Ratings
Calendar showing change schedule to stakeholders
- 10Service-level management(13) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. The vendor says due to its advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance.
Additionally, the vendor says this solution is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models! The vendor offers a 30-day free trial.
ManageEngine ServiceDesk Plus Competitors
ManageEngine ServiceDesk Plus Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Windows, Linux, Mac |
Mobile Application | Apple iOS, Android, Windows Phone |
Supported Languages | Chinese, English, French, German, Japanese, Portuguese, Spanish, Swedish, Brazilian Portuguese, Danish, Dutch, Italian, Norwegian, Polish, Russian, Serbian, and Vietnamese |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(102)Attribute Ratings
Reviews
(1-10 of 10)A good all-round tool for any IT department
- Ticket logging for end users, so they can see the progress on their help requests
- Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
- Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
- Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
- Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
- You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
Your ticket to user satisfaction with a side of SOX compliance
- Allows us in IT to easily keep track of our open help-desk tickets
- Built-in approval system for tickets allows us to move tickets along speedily
- ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
- Ticket analysis tool helps you manage your IT technicians' performance
- When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
- Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
- When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
ServiceDesk Plus: fast but simple
- Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.).
- Management: there are dashboards to provide individual and team-based workload management and awareness.
- Robust reporting: it's very easy to configure scheduled report jobs that provide insight into the overall performance of individual teams or persons.
- ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
- No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
- Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
- No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.
ServiceDesk is great for tracking tickets and managing SLA's
- Meeting SLAs which help us better serve our customers
- Manage tickets from when they are opened by customers up until they are resolved
- Helps in streamlining the change management process
- A better UI/UX, compared to similar tools it isn't as intuitive
- Limited in features and functionality compared to similar tools
- It takes long for feature requests to be developed into the tool
- Their search feature isn't as useful and takes a while to find what you are looking for. With other tools searching is a breeze.
Win with ServiceDesk
- Opening service requests
- Tracking service requests and allowing you to search for previous requests
- Allowing the end users to see open tickets and request status updates
- Searchable solutions database
- Asset tracking
- Preventative maintenance tasks
- They now have the ability to track your time on a ticket, but not being able to see what tickets you have timers running on is a disadvantage. I've had ticket timers running for days before I knew they were running.
- The interface sometimes hangs when trying to add time
Has what you need but it's rigid
- Does well in functioning as a help desk software.
- It has e-mail alerts and can be set up for specific groups for specific types of tickets.
- It allows a round-robin style of ticket assignment
- Can manage software contracts with alerts on renewals/expiration
- The interface is sort of clunky
- The reporting is not flexible and hard to do if using ad-hoc.
- The mobile app is confusing.
Service Desk Plus: Just the right fit
- Makes it very easy for end users to submit tickets. They don't need to fill out forms or get discouraged after being unable to find a link/login credentials. All they have to do is send an email and continue on with their day.
- Asset management is extremely robust. Every possible data point you could need is available for an IT asset. We have our entire phone, PC, laptop and server equipment inventory in ServiceDesk. Tracking/scanning is very easy and reliable.
- Easy to integrate and deploy. Setting it up was an overnight process and it was seamlessly integrated with active directory. We have even run test instances for other departments that wanted to evaluate the product for themselves.
- Timers for technicians are hard to keep track of if you're working on multiple tickets. There's no dashboard or control panel that will tell you that you left a timer running anywhere. It takes a good bit of diligence to not forgot about those if that's something your company wants to use.
- Updates are frequent and sometimes there are a lot of small changes that may seem insignificant but greatly impact your comfort level. For instance, we had a minor upgrade that also changed how the search function worked on some pages. Typing in a ticket number in the search field used to automatically bring the ticket, afterward it does a search even if there's only one result.
- Leaving a window open long enough will result in a timeout that has to be refreshed or reloaded. If you try to log back in it creates a window in a window that is not possible to fix. There should be an option to stay logged in. It's no different from the already existing "remember me" option.
Service with a smile
- Shows metrics of service calls completed or overdue to the technicians and management so they can see the areas that need help.
- Allows a call to be assigned to a technician and passed off as needed to the proper person with the necessary skills to complete the call.
- Keeps solutions to known issues, searchable by keywords and they can be grouped by solution type.
- Screen changes/refreshes are slow at times, takes forever to send an update to the requester.
- Need a better way to keep and track attachments, they appear to the right of the main call but can be buried in a conversation.
- Can't easily close a resolved call unless missing fields are entered, sometimes involving multiple saves, based on needs.
Says it can do a lot - but try it first.
- Clean request interface
- Contains a lot of the basic functionality you need to run a service desk
- A lot of customisable notification features
- Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version).
- Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number of accounts can result is an unsustainable amount of administration.
- Although SDP has a large range of functionality, you can tell it hasn't been developed in depth. Although it does the operation on paper, day-to-day use can end up being frustrating.
- Design can be a bit ugly - windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
- Support operates in India Standard Time.
- Functionality can often just break.
Admin Assistants Review
- Purchase orders are processed quicker and with less paper.
- Tickets are tracked and people are held accountable for not processing them on time.
- Ticket surveys are helpful to our department because it helps us pinpoint issues on IT tickets.
- Asset tracking duplication causing us to run out of licenses too quickly
- When you receive an item in the purchase order, you arent allowed to edit what the cost of the item was actually bought for without resubmitting the req.