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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 …
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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

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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 8.1

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

(103)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
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.
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
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
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
Return on Investment
  • 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.
Alternatives Considered
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.
Other Software Used
Cisco Meraki Wireless WAN, FireEye
Support Rating
10
Easy to contact, most serious issues resolved very quickly.
Bug Resolution
No
Easy Tasks
  • 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.
Difficult Tasks
  • Unable to auto-assign tickets to technicians based on work hours or day of week.
Mobile Interface Availability and Impressions
Yes
Works reasonably well for a small screen, but requires a public facing IP.
Usability
10
Did not require intense installation effort or a large investment in technician or agent training. Day to day operations are intuitive and simple.
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