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
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
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.
November 14, 2017
Has what you need but it's rigid
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.
24.285714285714285%
2.4
23.333333333333336%
2.3
N/A
N/A
- Overall it has had a positive effect on ROI. It has justified some new positions given the workload.
- It has given us performance metrics to target better ROI.
We are actually moving away from ServiceDesk Plus to JIRA Service Desk. This is because of the flexibility that JIRA offers versus the more "locked in" fields in ServiceDesk. It also is going to allow us to better customize our requests and track our SLAs on different types of requests.
November 10, 2017
Service Desk Plus: Just the right fit
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.
71.42857142857143%
7.1
65%
6.5
16.666666666666668%
1.7
- It's enabled us to more accurately and easily track our assets, preventing loss and managing asset lifecycles in a proactive manner.
- Time tracking has allowed management to measure workloads and weigh the case for more personnel.
- The ease of use has saved us countless hours.
We use JIRA and Spiceworks in different departments in our company, but neither had the features we were looking for when it comes to end user facing help desk solutions. JIRA is great for our coding/development teams but it doesn't have the ease of use that service desk plus has. Spiceworks is pretty decent but doesn't have all the features that service desk plus has. It really is in the middleground with great features and ease of use.
June 08, 2016
Says it can do a lot - but try it first.
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.
41.66666666666667%
4.2
N/A
N/A
56.66666666666667%
5.7
- Modular pricing allows you to buy what you need.
- Not quite worth the price tag