ManageEngine ServiceDesk Plus Reviews

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Score 7.4 out of 101

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Reviews (1-16 of 16)

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Score 9 out of 10
Vetted Review
Verified User
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It is being used as an ITSM system to provide support to end-users, change management, and problem management. It is used primarily by the IT department to service all the other departments.
  • 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 Plus is great when you use it as-is in a small to medium size environment. When operating within these parameters, the tool is fast, intuitive, and robust. Outside of this, you will find that you cannot have multiple customers in a single instance of the tool, as it has no multi-tenant capability. It can get very expensive when buying a license for multiple instances of this tool. While there is a basic ability to auto-assign/categorize tickets based on certain criteria, there are no actual automation capabilities.
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Score 4 out of 10
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Verified User
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At our organization, we used ManageEngine's Service Desk Plus for over two years. During that time it acted as our one and only Information Technology ticking system. The entire organization was instructed to put all Information Technology requests into Service Desk Plus either through the web portal or via an email that automatically generated a ticket.
  • Very robust feature set.
  • Very thorough Change Management feature.
  • Very fast support.
  • The user interface is clunky and not user-friendly.
  • They did not have AI-driven automated responses.
  • They did not integrate with Slack.
ManageEngine Service Desk Plus is well suited in an environment that needs many features in addition to just a ticketing system, like a very robust change management service. It would be less appropriate if you are purely focused on ease of use from the customer's perspective. I would not recommend it to be used as your sole ticketing system.
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Score 8 out of 10
Vetted Review
Verified User
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We use ServiceDesk Plus for many reasons. Mainly as a point of contact for our end users to inform IT if there are any server, computer, network or software related issues. It is being used as our main ticketing system. We have five locations across the United States and this is used by everyone, with knowledge-based articles, videos, and various self-help accommodations.

ServiceDesk Plus has many other integrations that we utilize for end users to reset network passwords if needed, and for our daily, weekly, monthly and quarterly analytics. We can track problems as they come in and notice a "trend" of certain issues. We also use ServiceDesk Plus for our Asset management. Each computer and mobile device is managed through ServiceDesk Plus and can be monitored and tracked and even deploy software and patches.
  • ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.
  • The asset management portion of the software is great because it ties in with our Active Directory, and we added an agent to our OS image so when a user logs into a computer with their login, SDP will assign the computer to that person.
  • There is also a Solutions section where an end user can browse categories where we've given them step-by-step instructions on how to resolve an issue on their own without any further downtime.
  • There are many areas of SDP, which can sometimes make it cumbersome for our technicians to use when they are in a hurry. Or, sometimes our developers don't want to take the time to go through all the steps to research or complete a task.
  • The software can become costly when purchasing all the extra integrations it has.
ServiceDesk Plus can be well suited for any company, large or small, as long as someone takes the time to configure it correctly to suit the needs of their company.
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Score 8 out of 10
Vetted Review
Verified User
Review Source
ServiceDesk is the best practice Information Technology management software. Its features allow it to easily integrate with most of our IT applications and automations, and it stands out among the best tool for Software management. It also allowed you to track all the software across the enterprise, and create a report on it. It gives you better visibility and insights into all the machines being used in the organization.
  • ServiceDesk doesn't require coding for any customization.
  • It has the best ticketing system, change management, software license adding, workflow, projects, and reports.
  • The ServiceDesk request feature is great. There are many information choices available for tickets.
  • ServiceDesk is lacking in the ability to add custom triggers on ticket submissions.
  • The user Interface is not easy and intuitive.
ServiceDesk is a useful product for any sized business, from SMB to large enterprises.
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Score 6 out of 10
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Verified User
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It is being used by a subset of our IT and media department to handle tickets and manage incidents. We also use it for SLAs
  • 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.
Works great for sorting by order of attribute, simple ticket resolution, assigning tickets to different staff members, and setting up and configuring the tool to meet your companies needs. Not the best for project management, robust reporting, or companies looking for an intuitive user-friendly interface for non-tech savvy employees.
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Miguel Nuñez profile photo
Score 10 out of 10
Vetted Review
Verified User
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ServiceDesk plus was used not just as a tool to resolve and keep track of our IT issues, it was used to have a complete working knowledge base of common issues and how to fix them. The inbuilt purchase module helped us to keep track of the life-cycle of old and new assets and their depreciation period. It was also a great helping to the existent skilled rules, that assigned to incidents to certain technicians in order to give priority to some request changes and problem solutions, an approval requests.
  • On-Premise or SaaS.
  • Service Catalog.
  • Asset Management.
  • Multiple Add-ons.
  • Intuitive interface
  • Custom fields or request forms.
  • Admin panel is a bit confusing.
  • Self Service portal needs more content
  • Dashboards are very restrictive.
Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.
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Tom Parker profile photo
Score 9 out of 10
Vetted Review
Verified User
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We started using ServiceDesk Plus in one of our divisions. Since then, we upgraded to the MSP version and are now using it globally with in our enterprise. We use most of the features with in ServiceDesk Plus, including the Purchasing, CMDB, Asset Management, and Change Management features. We are looking to use the help desk feature to replace our current solution.
  • Discovery of assets
  • Reporting
  • Integration with other ManageEngine products
  • Scheduled asset scans based on IP segments
It is well suited for a large company with many assets. I would not recommend this product for a small company.
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Randy Munroe profile photo
Score 8 out of 10
Vetted Review
Verified User
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We use ServiceDesk for end user support, asset management, and for reminders/checklists.

End users are all able to submit and view tickets for themselves. They may either use the web interface or simply email an internal email address that will automatically create a ticket for them.

Asset management is probably the most robust feature the software provides. We are able to do absolutely everything we need with over 2000 IT assets in the company.

Finally, we use the recurring ticket feature and templates to assist the IT department with day to day tasks such as onboarding/offboarding, inventory reminders, health checks, etc.
  • 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.
I would recommend this if you need the ability to track assets and have an end user facing help desk. If you need one or the other, there may be better options. There are some features that are lacking when compared to JIRA, like the ability to integrate with GitHub, making it a poorer choice for some teams.
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Jason Dupuis profile photo
November 09, 2017

Service Desk Plus

Score 4 out of 10
Vetted Review
Verified User
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ServiceDesk Plus (SDP) is used in our IT department for incidents, services, and projects. We also use the Purchasing, Knowledge Base and change modules. We are slowly integrating into the purchasing department.
  • SLA management
  • Knowledge Base
  • Update releases
  • Simplified reporting
  • Better built in help
  • Quicker feature development lifecycle
No set IT budget would be perfect for SDP deployment. Install everything available and prune out what you do not need. All options/add-ons are pricey and most 'integrated options' have only menus integrated and not actual tools.
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Norman Chambers profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source
Servicedesk plus is currently being used by both the Desktop Support Team and the Application Support Team. It replaced Jira as our primary ticketing software in the IT department. Other departments are observing our use, and are strongly considering converting. We use it primarily as an incident and service request tracking system, as well as managing problems.
  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
  • We would like to see the ability to schedule technician auto-assign based on shifts. Presently we have to manually select technicians after close of business Friday for the weekend shift each week.
  • When managing a problem, it is difficult to extract a list of attached Incidents for use elsewhere. I must add that it is very easy to bulk add Incidents during an event. The only small issue with the bulk add is that the window only shows you 5-10 incidents at a time, and you must scroll through to select Incidents. We'd like to be able to see a full page view of the list.
  • When editing a request, the history is graphically & textually very verbose. Too much so in many cases. For example if a user has included screen shots, the entire email string is repeated for each change. For example an email forwarded to Helpdesk, repeats even though the only change made was to update the requestor from the person forwarding to the actual requestor.
  • It is not currently possible to update a problem automatically using special characters in the subject line, like we are able to do in a request. We overcome this by always creating a root incident for each problem that collects all the email communication of the resolution.
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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Kayla Streeter profile photo
Score 4 out of 10
Vetted Review
Verified User
Review Source
I currently use ServiceDesk Plus for placing all orders for our department (IT). I also process tickets, run reports and track assets. It is being used organization wide for placing tickets for IT issues, asset tracking and multiple reports and projects. It has helped with streamlining our purchase requests and making it all electronic.
  • 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.
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November 16, 2017

Win with ServiceDesk

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use ServiceDesk extensively for our ticketing and inventory of computer equipment. The entire organization uses it to submit tickets to our IT team and this helps with unnecessary calls to the Helpdesk. Users are able to submit a ticket along with the errors they are experiencing. We can quickly reply back with a resolution or triage the ticket. The system also allows us to set levels of importance to the tickets so high priority items are addressed quickly.
  • 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
In a help desk or ticketing environment, this is a great product. It allows notes, attachments, work logs, a solutions database, inventory tracking and much more. We also use it to track preventative maintenance tasks.
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Score 3 out of 10
Vetted Review
Verified User
Review Source
ServiceDesk Plus is being used across the entire organization. It allows each department to report issues and functions as a help desk. It also provides some reporting capability in order to improve our service to the organization. We also used to use it to manage all of our software contracts and expirations.
  • 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.
It is well suited for a corporate environment and has a multi-site component for companies with multiple locations.
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March 14, 2017

Service with a smile

Score 8 out of 10
Vetted Review
Verified User
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[It] logs and manages service calls; provides solutions for troubleshooting. Users submit the tickets and they can be picked up by a technician or assigned to a technician. Solutions are posted to the call and to a solutions section.
  • 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.
[It does a] good job of company help desk management, emails are forwarded to the tech assigned, private notes can be left on the call or sent to the call requester (selectable). [It's] hard to figure the exact category unless the setup has been done correctly.
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Score 6 out of 10
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Verified User
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We use ServiceDesk Plus MSP to run our incident, request, problem and change management. We provide managed network and cloud services to multiple external customers, and need a system that can handle managing multiple customers with multiple services, whilst adhering to multiple SLAs.
  • 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.
Not suited for shops that are heavily ITIL reliant - as the application tends to fall down once you get into the nitty gritty.

More suited towards a service desk managing simple incident/request ticketing.
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Score 10 out of 10
Vetted Review
Verified User
Review Source
ServiceDesk Plus is a great ticketing system for IT departments. It helps keep all service requests neat and organized, and also gives you the ability to search past issues for resolutions on reoccurring issues. The user management is very easy and a breeze to work with. I have used many ticketing systems throughout my IT career (Zendesk, ServiceDesk Plus, Outlook Email, etc.,) and ServiceDesk Plus is for sure my number one. I would recommend this product to any IT Department of any size company.
  • Managing and organizing service requests.
  • Easy search feature to look up past tickets.
  • Reporting feature gives you the ability to see how your techs are doing on a weekly or monthly basis.
  • Branding specific to the company.
  • Custom reports.
  • Email integration.
ServiceDesk Plus will work great in any IT environment, no matter the size.
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Feature Scorecard Summary

Organize and prioritize service tickets (16)
8.1
Expert directory (11)
7.5
Service restoration (14)
8.2
Self-service tools (14)
7.6
Subscription-based notifications (11)
7.8
ITSM collaboration and documentation (12)
7.6
ITSM reports and dashboards (14)
8.1
Configuration mangement (12)
8.2
Asset management dashboard (12)
7.5
Policy and contract enforcement (9)
7.7
Change requests repository (12)
8.0
Change calendar (10)
8.0
Service-level management (11)
8.6

About 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

Freshservice, Cherwell Service Management, BMC Helix ITSM (Remedy)

Pricing

Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

ManageEngine ServiceDesk Plus Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ManageEngine ServiceDesk Plus Technical Details

Deployment Types:On-premise, SaaS
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