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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

Overview

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
Incentivized
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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Service with a smile

8 out of 10
March 14, 2017
Incentivized
[It] logs and manages service calls; provides solutions for troubleshooting. Users submit the tickets and they can be picked up by a …
Continue reading
Read all reviews

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

View all 13 features
  • Organize and prioritize service tickets (19)
    10.0
    100%
  • ITSM reports and dashboards (17)
    9.0
    90%
  • Self-service tools (17)
    8.0
    80%
  • ITSM collaboration and documentation (15)
    7.0
    70%
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Pricing

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Standard

$10.00

On Premise
Starting Price Per Month

Professional

$21.00

On Premise
Starting Price Per Month

Enterprise

$50.00

On Premise
Starting Price Per Month

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.9
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

8.7
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.7
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 Competitors

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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Comparisons

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Reviews and Ratings

(102)

Attribute Ratings

Reviews

(1-18 of 18)
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August 01, 2022

One of the best Incident Management tools

Hüseyin Dal | TrustRadius Reviewer
Hüseyin Dal
Head of Enterprise Systems
istegelsin (Marketing & Advertising, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
April 28, 2021

A good all-round tool for any IT department

Verified User
Engineer in Information Technology
Aviation & Aerospace Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
January 04, 2021

Your ticket to user satisfaction with a side of SOX compliance

Verified User
Analyst in Information Technology
Paper & Forest Products Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 21, 2019

ServiceDesk Plus: fast but simple

Verified User
Administrator in Information Technology
Information Technology and Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 30, 2019

ManageEngine Service Desk Plus: Look elsewhere for a ticketing solution

Verified User
Employee in Information Technology
Hospital & Health Care Company, 51-200 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
October 29, 2018

ServiceDesk is great for tracking tickets and managing SLA's

Verified User
Manager in Information Technology
Higher Education Company, 1001-5000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 16, 2017

Win with ServiceDesk

Verified User
Technician in Information Technology
Marketing and Advertising Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 10, 2017

Service Desk Plus: Just the right fit

Randy Munroe | TrustRadius Reviewer
Randy Munroe
Disaster Recovery Analyst
Randall-Reilly (Marketing and Advertising, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

JD
Jason Dupuis
Service Desk Team Lead, Tier 2
Napoleon Group of Companies (Consumer Goods, 1001-5000 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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

Verified User
Employee in Information Technology
Industrial Automation Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[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.
June 08, 2016

Says it can do a lot - but try it first.

Verified User
Manager in Information Technology
Information Technology and Services Company, 11-50 employees
Score 6 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
March 25, 2016

ServiceDesk Plus Rocks!!!

NC
Norman Chambers
IT Desktop Support Manager
Essex Property Trust (Real Estate, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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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