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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 8.2

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 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

(1-1 of 1)
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Score 6 out of 10
Vetted Review
Verified User
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
  • Meeting SLAs which help us better serve our customers
  • Manage tickets from when they are opened by customers up until they are resolved
  • Helps in streamlining the change management process
  • A better UI/UX, compared to similar tools it isn't as intuitive
  • Limited in features and functionality compared to similar tools
  • It takes long for feature requests to be developed into the tool
  • Their search feature isn't as useful and takes a while to find what you are looking for. With other tools searching is a breeze.
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.
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
  • Has increased efficiency within our IT department
  • Our staff spend less time looking for tickets and tracking customer requests
  • People being on vacation or out sick does not affect the resolution of tickets like before since all tickets are in a central place and can be picked up by any staff member.
Zendesk is more intuitive and has a better interface. We have other areas on campus like our front facing students center that use Zendesk. Zendesk provides better in-depth reporting and is easier to roll-out to other areas on campus.
25
We represent the IT department. A group of the IT team especially dealing with DevOps team use this tool.
5
People in-house who support ServiceDesk are tech savvy and have used multiple web based applications before. They are familiar with drag and drop functionality, general navigation of settings, experience in building custom reports etc.
  • Tracking tickets from inception to resolution
  • Reporting on issues and open tickets from our customers so we can better serve them
  • Determining frequently asked questions or noticing a trend in the type of issues being reporting within the organization
  • Been able to customize the email notification/communication sent to outside vendors so the emails have a more personalized feel
  • Using it to quantify the amount of work being done per department, and reporting it to supervisors
  • Measuring customer satisfaction especially after ticket resolution and helping support staff improve on how they deal with customer tickets
  • Sending daily/weekly reports automatically to supervisors showing the number of open tickets closed tickets, and problems or incident tickets
  • Automatically escalating problem tickets in a timely fashion to supervisors to prevent bad customer satisfaction
  • Integrating it with JIRA and Smartsheet which are the project management and task management tools that our developers use
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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