One of the best Incident Management tools
We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus …
Starting at $10 Starting Price Per Month
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What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
Recent Reviews
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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
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
Features
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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
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).
Comparisons
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Reviews and Ratings
(103)Attribute Ratings
Reviews
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January 04, 2021
Your ticket to user satisfaction with a side of SOX compliance
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.
50%
5.0
N/A
N/A
60%
6.0
- Allows us to manage tickets for all 40+ locations with just a team of six.
- Having the solutions knowledge garden has saved us numerous work hours fixing reoccurring problems.
- Use of ManageEngine ServiceDesk Plus for the SOX compliance process saves us countless man-hours every year.
May 14, 2016
Admin Assistants Review
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.
20%
2.0
16.666666666666668%
1.7
N/A
N/A
- Paperless process is positive
- Trackit
We are able to do more things on SDP other than what TrackITcould do. And we went paperless, something TrackIT couldnt do.
- none
- asset management
- purchasing
- ticket submission
March 25, 2016
ServiceDesk Plus Rocks!!!
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.
80%
8.0
N/A
N/A
N/A
N/A
- Very positive impact from increased confidence that issues are being resolved due to better user communication. It is easy to tailor notifications to contain less boilerplate and more relevent content.
- Positive impact from increased visibility of agent utilization, ability to get an operational overview of how frequently tickets are being touched.
- ROI, although not numerically calculated has been been obviously very satisfactory.
No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.
No
- Technician Round Robin auto-assignment of email tickets.
- Viewing status and ownership of daily tickets.
- Updating ticket holders or techicians of Incidents attached to a Problem ID.
- Unable to auto-assign tickets to technicians based on work hours or day of week.
Yes
Works reasonably well for a small screen, but requires a public facing IP.