ManageEngine ServiceDesk Plus Reviews & Ratings 2024

Q: What are ManageEngine ServiceDesk Plus's top competitors?

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

Starting at $10 Starting Price Per Month

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Overview

What is ManageEngine ServiceDesk Plus?

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

Recent Reviews

One of the best Incident Management tools

9 out of 10

August 01, 2022

We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus …

A good all-round tool for any IT department

9 out of 10

April 28, 2021

Incentivized

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 …

Your ticket to user satisfaction with a side of SOX compliance

9 out of 10

January 04, 2021

Incentivized

ManageEngine ServiceDesk Plus is used by our IT department primarily to track tickets/requests submitted by users via email from all our …

ServiceDesk Plus: fast but simple

9 out of 10

July 21, 2019

Incentivized

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 …

ManageEngine Service Desk Plus: Look elsewhere for a ticketing solution

4 out of 10

June 30, 2019

Incentivized

At our organization, we used ManageEngine's Service Desk Plus for over two years. During that time it acted as our one and only …

Best ITSM tool for Enterprises

8 out of 10

March 29, 2019

Incentivized

ServiceDesk is the best practice Information Technology management software. Its features allow it to easily integrate with most of our IT …

Best ticketing system out there!

8 out of 10

January 31, 2019

Incentivized

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, …

ServiceDesk is great for tracking tickets and managing SLA's

6 out of 10

October 29, 2018

Incentivized

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

ManageEngine ServiceDesk Plus Reviewed

9 out of 10

November 29, 2017

Incentivized

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 …

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 …

Has what you need but it's rigid

3 out of 10

November 14, 2017

Incentivized

ServiceDesk Plus is being used across the entire organization. It allows each department to report issues and functions as a help desk. It …

Service Desk Plus: Just the right fit

8 out of 10

November 10, 2017

Incentivized

We use ServiceDesk for end user support, asset management, and for reminders/checklists. End users are all able to submit and view …

Service Desk Plus

4 out of 10

November 09, 2017

Incentivized

ServiceDesk Plus (SDP) is used in our IT department for incidents, services, and projects. We also use the Purchasing, Knowledge Base and …

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 …

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

6 out of 10

June 08, 2016

We use ServiceDesk Plus MSP to run our incident, request, problem and change management. We provide managed network and cloud services to …

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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

View all 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

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.9

Avg 8.1

10
Organize and prioritize service tickets
(19) Ratings
Prioritize tickets to ensure most urgent are tackled first
9
Expert directory
(12) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
10
Service restoration
(14) Ratings
Impact assessment and automated fixes for common problems
8
Self-service tools
(17) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
9
Subscription-based notifications
(13) Ratings
Users subscribe to notifications for ticket updates
7
ITSM collaboration and documentation
(15) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9
ITSM reports and dashboards
(17) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

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

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).

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Comparisons

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Reviews and Ratings

(103)

Attribute Ratings

Reviews

(1-18 of 18)

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August 01, 2022

One of the best Incident Management tools

Hüseyin Dal

Head of Enterprise Systems

istegelsin (Marketing & Advertising, 501-1000 employees)

Score 9 out of 10

Vetted Review

Verified User

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

88.57142857142858%

8.9

Organize and prioritize service tickets: 100%
10.0
Expert directory: 90%
9.0
Service restoration: 100%
10.0
Self-service tools: 80%
8.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 70%
7.0
ITSM reports and dashboards: 90%
9.0

ITSM asset management (3)

86.66666666666666%

8.7

Configuration mangement: 80%
8.0
Asset management dashboard: 90%
9.0
Policy and contract enforcement: 90%
9.0

Change management (3)

96.66666666666666%

9.7

Change requests repository: 90%
9.0
Change calendar: 100%
10.0
Service-level management: 100%
10.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (6)

86.66666666666666%

8.7

Organize and prioritize service tickets: 100%
10.0
Expert directory: 90%
9.0
Self-service tools: 80%
8.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 70%
7.0

ITSM asset management (3)

56.66666666666667%

5.7

Configuration mangement: 90%
9.0
Asset management dashboard: 80%
8.0
Policy and contract enforcement: N/A
N/A

Change management (3)

N/A

Change requests repository: N/A
N/A
Change calendar: N/A
N/A
Service-level management: N/A
N/A

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

50%

5.0

Organize and prioritize service tickets: 80%
8.0
Expert directory: N/A
N/A
Service restoration: N/A
N/A
Self-service tools: 90%
9.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: 90%
9.0
ITSM reports and dashboards: 90%
9.0

ITSM asset management (3)

N/A

Configuration mangement: N/A
N/A
Asset management dashboard: N/A
N/A
Policy and contract enforcement: N/A
N/A

Change management (3)

60%

6.0

Change requests repository: 90%
9.0
Change calendar: N/A
N/A
Service-level management: 90%
9.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (4)

85%

8.5

Organize and prioritize service tickets: 100%
10.0
Self-service tools: 80%
8.0
Subscription-based notifications: 80%
8.0
ITSM reports and dashboards: 80%
8.0

ITSM asset management (3)

66.66666666666667%

6.7

Configuration mangement: 80%
8.0
Asset management dashboard: 60%
6.0
Policy and contract enforcement: 60%
6.0

Change management (3)

86.66666666666666%

8.7

Change requests repository: 90%
9.0
Change calendar: 90%
9.0
Service-level management: 80%
8.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (1)

60%

6.0

Organize and prioritize service tickets: 60%
6.0

ITSM asset management

N/A

Change management (3)

93.33333333333334%

9.3

Change requests repository: 100%
10.0
Change calendar: 90%
9.0
Service-level management: 90%
9.0

March 29, 2019

Best ITSM tool for Enterprises

Verified User

Team Lead in Information Technology

Computer Software Company, 51-200 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

78.57142857142857%

7.9

Organize and prioritize service tickets: 80%
8.0
Expert directory: 70%
7.0
Service restoration: 80%
8.0
Self-service tools: 80%
8.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 80%
8.0
ITSM reports and dashboards: 80%
8.0

ITSM asset management (3)

80%

8.0

Configuration mangement: 80%
8.0
Asset management dashboard: 80%
8.0
Policy and contract enforcement: 80%
8.0

Change management (3)

76.66666666666667%

7.7

Change requests repository: 70%
7.0
Change calendar: 80%
8.0
Service-level management: 80%
8.0

January 31, 2019

Best ticketing system out there!

Verified User

Professional in Information Technology

Consumer Goods Company, 201-500 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (6)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: 100%
10.0
Self-service tools: 100%
10.0
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 100%
10.0

ITSM asset management (3)

93.33333333333334%

9.3

Configuration mangement: 90%
9.0
Asset management dashboard: 100%
10.0
Policy and contract enforcement: 90%
9.0

Change management (3)

83.33333333333334%

8.3

Change requests repository: 80%
8.0
Change calendar: 80%
8.0
Service-level management: 90%
9.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

57.142857142857146%

5.7

Organize and prioritize service tickets: 60%
6.0
Expert directory: 50%
5.0
Service restoration: 70%
7.0
Self-service tools: 50%
5.0
Subscription-based notifications: 70%
7.0
ITSM collaboration and documentation: 40%
4.0
ITSM reports and dashboards: 60%
6.0

ITSM asset management (3)

70%

7.0

Configuration mangement: 80%
8.0
Asset management dashboard: 50%
5.0
Policy and contract enforcement: 80%
8.0

Change management (3)

63.33333333333333%

6.3

Change requests repository: 50%
5.0
Change calendar: 50%
5.0
Service-level management: 90%
9.0

November 29, 2017

ManageEngine ServiceDesk Plus Reviewed

Tom Parker

Remote Facilities Systems Support Analyst

Dole Food Company (Food Production, 10,001+ employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

90%

9.0

Organize and prioritize service tickets: 90%
9.0
Expert directory: 90%
9.0
Service restoration: 90%
9.0
Self-service tools: 90%
9.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 90%
9.0
ITSM reports and dashboards: 90%
9.0

ITSM asset management (3)

90%

9.0

Configuration mangement: 90%
9.0
Asset management dashboard: 90%
9.0
Policy and contract enforcement: 90%
9.0

Change management (3)

90%

9.0

Change requests repository: 90%
9.0
Change calendar: 90%
9.0
Service-level management: 90%
9.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

77.14285714285714%

7.7

Organize and prioritize service tickets: 100%
10.0
Expert directory: N/A
N/A
Service restoration: 70%
7.0
Self-service tools: 90%
9.0
Subscription-based notifications: 100%
10.0
ITSM collaboration and documentation: 90%
9.0
ITSM reports and dashboards: 90%
9.0

ITSM asset management (3)

66.66666666666667%

6.7

Configuration mangement: 100%
10.0
Asset management dashboard: 100%
10.0
Policy and contract enforcement: N/A
N/A

Change management (2)

45%

4.5

Change requests repository: 90%
9.0
Service-level management: N/A
N/A

November 14, 2017

Has what you need but it's rigid

Verified User

Manager in Information Technology

Government Administration Company, 501-1000 employees

Score 3 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

24.285714285714285%

2.4

Organize and prioritize service tickets: 50%
5.0
Expert directory: 30%
3.0
Service restoration: 10%
1.0
Self-service tools: 10%
1.0
Subscription-based notifications: 50%
5.0
ITSM collaboration and documentation: 10%
1.0
ITSM reports and dashboards: 10%
1.0

ITSM asset management (3)

23.333333333333336%

2.3

Configuration mangement: 30%
3.0
Asset management dashboard: 30%
3.0
Policy and contract enforcement: 10%
1.0

Change management (3)

N/A

Change requests repository: N/A
N/A
Change calendar: N/A
N/A
Service-level management: N/A
N/A

November 10, 2017

Service Desk Plus: Just the right fit

Randy Munroe

Disaster Recovery Analyst

Randall-Reilly (Marketing and Advertising, 201-500 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

71.42857142857143%

7.1

Organize and prioritize service tickets: 90%
9.0
Expert directory: 70%
7.0
Service restoration: 90%
9.0
Self-service tools: 30%
3.0
Subscription-based notifications: 60%
6.0
ITSM collaboration and documentation: 80%
8.0
ITSM reports and dashboards: 80%
8.0

ITSM asset management (2)

65%

6.5

Configuration mangement: 50%
5.0
Asset management dashboard: 80%
8.0

Change management (3)

16.666666666666668%

1.7

Change requests repository: 50%
5.0
Change calendar: N/A
N/A
Service-level management: N/A
N/A

November 09, 2017

Service Desk Plus

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

31.428571428571427%

3.1

Organize and prioritize service tickets: 70%
7.0
Expert directory: 70%
7.0
Service restoration: 50%
5.0
Self-service tools: 30%
3.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: N/A
N/A
ITSM reports and dashboards: N/A
N/A

ITSM asset management (2)

50%

5.0

Asset management dashboard: 50%
5.0
Policy and contract enforcement: 50%
5.0

Change management (3)

60%

6.0

Change requests repository: 60%
6.0
Change calendar: 60%
6.0
Service-level management: 60%
6.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

82.85714285714286%

8.3

Organize and prioritize service tickets: 80%
8.0
Expert directory: 90%
9.0
Service restoration: 80%
8.0
Self-service tools: 90%
9.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 80%
8.0
ITSM reports and dashboards: 80%
8.0

ITSM asset management (1)

80%

8.0

Configuration mangement: 80%
8.0

Change management (1)

90%

9.0

Service-level management: 90%
9.0

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

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (6)

41.66666666666667%

4.2

Organize and prioritize service tickets: 70%
7.0
Service restoration: 20%
2.0
Self-service tools: 50%
5.0
Subscription-based notifications: 50%
5.0
ITSM collaboration and documentation: 20%
2.0
ITSM reports and dashboards: 40%
4.0

ITSM asset management

N/A

Change management (3)

56.66666666666667%

5.7

Change requests repository: 70%
7.0
Change calendar: 80%
8.0
Service-level management: 20%
2.0

May 14, 2016

Admin Assistants Review

Kayla Streeter

Information Technology Administrative Assistant

Capital Region Medical Center (Hospital & Health Care, 1001-5000 employees)

Score 4 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

20%

2.0

Organize and prioritize service tickets: 60%
6.0
Expert directory: N/A
N/A
Service restoration: 30%
3.0
Self-service tools: N/A
N/A
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: N/A
N/A
ITSM reports and dashboards: 50%
5.0

ITSM asset management (3)

16.666666666666668%

1.7

Configuration mangement: 30%
3.0
Asset management dashboard: 20%
2.0
Policy and contract enforcement: N/A
N/A

Change management (3)

N/A

Change requests repository: N/A
N/A
Change calendar: N/A
N/A
Service-level management: N/A
N/A

April 01, 2016

Excellent Ticketing System

Verified User

Project Manager in Information Technology

Information Technology and Services Company, 201-500 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (7)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Service restoration: 100%
10.0
Self-service tools: 100%
10.0
Subscription-based notifications: 100%
10.0
ITSM collaboration and documentation: 100%
10.0
ITSM reports and dashboards: 100%
10.0

ITSM asset management (3)

100%

10.0

Configuration mangement: 100%
10.0
Asset management dashboard: 100%
10.0
Policy and contract enforcement: 100%
10.0

Change management (3)

100%

10.0

Change requests repository: 100%
10.0
Change calendar: 100%
10.0
Service-level management: 100%
10.0

March 25, 2016

ServiceDesk Plus Rocks!!!

Norman Chambers

IT Desktop Support Manager

Essex Property Trust (Real Estate, 1001-5000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management (6)

80%

8.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 70%
7.0
Service restoration: 70%
7.0
Self-service tools: 100%
10.0
ITSM collaboration and documentation: 60%
6.0
ITSM reports and dashboards: 80%
8.0

ITSM asset management (3)

N/A

Configuration mangement: N/A
N/A
Asset management dashboard: N/A
N/A
Policy and contract enforcement: N/A
N/A

Change management (3)

N/A

Change requests repository: N/A
N/A
Change calendar: N/A
N/A
Service-level management: N/A
N/A

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Standard

$10.00

Professional

$21.00

Enterprise

$50.00

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