Skip to main content
TrustRadius
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.

Read more
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 …
Continue reading

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 …
Continue reading
Read all reviews

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%
Return to navigation

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
Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(102)

Attribute Ratings

Reviews

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • It has provided better visibility to upper management in terms of the scale of the workload of the IT department
  • It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
  • It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
November 16, 2017

Win with ServiceDesk

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Allows for prompt turnaround of trouble tickets.
  • Saves the help desk time by not wasting it on phone calls.
  • End users are able to see progress of tickets and know when something is not being worked on.
Randy Munroe | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
March 14, 2017

Service with a smile

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Keeps track of pending issues
  • Tracks late and unresolved issues
  • Shows the overall value of what your technicians are doing for the company
  • Keeps a searchable history for repeatable cases
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Return to navigation