ManageEngine ServiceDesk Plus

Score9.2 out of 10

144 Reviews and Ratings

What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.

Categories & Use Cases

ITSM collaboration and documentation
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.
Category average: 8.2
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.9
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.3

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.8
Change calendar
Calendar showing change schedule to stakeholders
Category average: 7.8
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.6

Most Frequent Users

Top 3 industries using ManageEngine ServiceDesk Plus.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

14.8%

238 installations of 1,606

#2 most frequent

Manufacturing

12.0%

193 installations of 1,606

#3 most frequent

Finance and Insurance

10.2%

164 installations of 1,606

Atman Modi View profile

Technical Support Engineer in Information Technology at ITCG SOLUTION PVT LTD (501-1000 employees)

Use Cases and Deployment Scope

This is one of the best software applications we can use to manage all the tickets. We can also use it for data inventory and many other things. I really love this application because it is useful for everyone, and the best part is the ticketing system.

Pros

It will manage all the ticketing and help us track and resolve issues easily.
It helps us manage data inventory and keep all the IT assets organized.
It makes it easy to manage user requests, track their status, and maintain everything in one place.
It also help to solve tickets easy with the conman problems.

Cons

it is little difficult to understand at first specially for new users.
Reporting and customization options can be improved.
The mobile application and overall user interface can be made simpler and more user-friendly for daily use.

Return on Investment

It helps us manage tickets faster.
Track issues properly, and reduce the time spent on manual follow-ups.
It saves the IT team time and improves how we manage user requests and IT support.

Usability

Alternatives Considered

Freshdesk

Other Software Used

Freshdesk

Verified User

Administrator in Information Technology (51-200 employees)

Use Cases and Deployment Scope

Reporting in our previous help desk instance was terrible, I looked into different providers that also allowed more customisation of reports. One that came out consistently in the top three for what we were looking for was ServiceDesk Plus. I ended up implementing it on prem within a day then spent the next day exploring and customising the instance so we could get the most out of it. it was to be used as our primary help desk along side tracking changes and managing our change process.

Pros

Change management
Asset tracking
Invoicing
Helpdesk

Cons

License cost per technician

Return on Investment

Better overview of estate

Usability

Other Software Used

ManageEngine Endpoint Central

Verified User

Director in Information Technology (201-500 employees)

Use Cases and Deployment Scope

We transitioned off of a free ticketing system that was end of life to MESDP. At the time, we were looking to integrate with our DEV team, which uses Jira, and MESDP has an integration that creates tickets into their system. Additionally, MESDP closely follows ITIL standards for Service Desk Management.

Pros

inventory management
incident tracking and resolution
problem management
project management
service catalog

Cons

it seems on-prem implementations have more customizations we have at times looked for
reporting could be improved; i.e. a way to combine time from work logs in Projects to work logs from service desk tickets when on the same technician

Return on Investment

i feel like MESDP elevated our entire team; organizing and prioritizing our work, providing timely feedback
our asset management is top notch and an example for the entire organization

Usability

Alternatives Considered

Spiceworks Help Desk

Other Software Used

ManageEngine Patch Manager Plus

Hüseyin Dal View profile

Head of Enterprise Systems in Information Technology at istegelsin (501-1000 employees)

Use Cases and Deployment Scope

We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus with selecting right categories and options, then tickets are assigning to related technical support agents. With this workflow, we can control and monitoring our incident management process. Also this tool provide us a chance to show our effort on tickets.

Pros

Easy to use
Manage workflows
Reporting of tickets

Cons

Sometimes it gets crashed
Updates are must be more often
Some documentation are not so accurate

Return on Investment

High cost
User management
Documentation
Lack number of updates

Alternatives Considered

Jira Service Management (Jira Service Desk)

Other Software Used

Jira Service Management (Jira Service Desk)

Verified User

Engineer in Information Technology (501-1000 employees)

Pros

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

Cons

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

Return on Investment

It has provided better visibility to upper management in terms of the scale of the workload of the IT department
It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Alternatives Considered

Spiceworks Help Desk

Other Software Used

Darktrace, Veeam Backup & Replication, Veeam Backup for Microsoft Office 365

BMC Helix ITSM

Cherwell Service Management (discontinued)

Freshservice

ManageEngine ServiceDesk Plus

What is ManageEngine ServiceDesk Plus?

Categories & Use Cases