Service desk software that's easy to set up and use
May 27, 2025

Service desk software that's easy to set up and use

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ManageEngine ServiceDesk Plus

Reporting in our previous help desk instance was terrible, I looked into different providers that also allowed more customisation of reports. One that came out consistently in the top three for what we were looking for was ServiceDesk Plus. I ended up implementing it on prem within a day then spent the next day exploring and customising the instance so we could get the most out of it. it was to be used as our primary help desk along side tracking changes and managing our change process.

Pros

  • Change management
  • Asset tracking
  • Invoicing
  • Helpdesk

Cons

  • License cost per technician
  • Better overview of estate
Really straightforward and easy to set up. Intuitive and easy to use, someone with little experience would be able to use it.

Do you think ManageEngine ServiceDesk Plus delivers good value for the price?

Yes

Are you happy with ManageEngine ServiceDesk Plus's feature set?

Yes

Did ManageEngine ServiceDesk Plus live up to sales and marketing promises?

Yes

Did implementation of ManageEngine ServiceDesk Plus go as expected?

Yes

Would you buy ManageEngine ServiceDesk Plus again?

Yes

The cost for what you get is very good.
The amount of additional functionality is great too - we originally went in expecting to
use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of
purchase to decommission.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
7.9
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Comments

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