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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus


What is ManageEngine ServiceDesk Plus?

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

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Recent Reviews

Win with ServiceDesk

9 out of 10
November 16, 2017
We use ServiceDesk extensively for our ticketing and inventory of computer equipment. The entire organization uses it to submit tickets to …
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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

View all 13 features
  • Organize and prioritize service tickets (19)
  • ITSM reports and dashboards (17)
  • Self-service tools (17)
  • ITSM collaboration and documentation (15)
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View all pricing



On Premise
Starting Price Per Month



On Premise
Starting Price Per Month



On Premise
Starting Price Per Month

Entry-level set up fee?

  • No setup fee


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Incident and problem management

Streamlining ticketing and service restoration processes

Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

Avg 8.4
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Product Details

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 Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android, Windows Phone
Supported LanguagesChinese, English, French, German, Japanese, Portuguese, Spanish, Swedish, Brazilian Portuguese, Danish, Dutch, Italian, Norwegian, Polish, Russian, Serbian, and Vietnamese

Frequently Asked Questions

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

Freshservice, Cherwell Service Management, and BMC Helix ITSM (Remedy) are common alternatives for ManageEngine ServiceDesk Plus.

Reviewers rate Organize and prioritize service tickets and Service restoration and Change calendar highest, with a score of 10.

The most common users of ManageEngine ServiceDesk Plus are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Attribute Ratings


(1-18 of 18)
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Hüseyin Dal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
  • Easy to use
  • Manage workflows
  • Reporting of tickets
  • Sometimes it gets crashed
  • Updates are must be more often
  • Some documentation are not so accurate
We we using some instant messages tools for collecting requests from our clients. These tools were not so effective to reporting and efficient to show our effort how much time we spend to solve problems and answering to requests. That's why ManageEngine ServiceDesk Plus is one of the best incident management tool i have ever used.
Score 9 out of 10
Vetted Review
Verified User
It is used by about 75% the organisation to log help requests with the IT department. It allows us to have a record of all of our in progress help requests, and assign them to the relevant technician. It also allows a record of fixes/changes to be kept where anyone in the IT dept can access.
  • 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
I can see ManageEngine ServiceDesk plus being quite suited to large and small organisations; the asset management tool in particular is very handy, and allows tickets to be linked to the relevant machine, as well as the user. You can also use it to keep track of your support contracts, and configure email alerts to remind you when one is nearing expiry. You can keep a record of solutions in there as well, to form a knowledge base.
Score 9 out of 10
Vetted Review
Verified User
ManageEngine ServiceDesk Plus is used by our IT department primarily to track tickets/requests submitted by users via email from all our different company locations. In addition, we also use it as a knowledge garden for us in IT to store solutions to common problems so they can be easily retrieved using keywords if a similar problems occurs further down the road.
  • 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.
ManageEngine ServiceDesk Plus is really well suited to manage help-desk tickets. It's great for our company with 40+ locations to have users submit tickets via email and have our corporate IT department manage the tickets from a centralized location. Tickets are updated via email notifications from both the technicians and the user until the ticket has been resolved. The statistics and analytics features of the software also make it easy to track technicians' ticket volumes over a period of time, which can be used to measure performance.
Score 9 out of 10
Vetted Review
Verified User
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.
Score 4 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
Verified User
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.
Score 6 out of 10
Vetted Review
Verified User
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.
Tom Parker | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
November 16, 2017

Win with ServiceDesk

Score 9 out of 10
Vetted Review
Verified User
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.
Score 3 out of 10
Vetted Review
Verified User
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.
Randy Munroe | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
November 09, 2017

Service Desk Plus

Score 4 out of 10
Vetted Review
Verified User
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.
March 14, 2017

Service with a smile

Score 8 out of 10
Vetted Review
Verified User
[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.
Score 6 out of 10
Vetted Review
Verified User
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.
Kayla Streeter | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Score 10 out of 10
Vetted Review
Verified User
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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