Item: ManageEngine ServiceDesk Plus
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

At our organization, we used ManageEngine's Service Desk Plus for over two years. During that time it acted as our one and only Information Technology ticking system. The entire organization was instructed to put all Information Technology requests into Service Desk Plus either through the web portal or via an email that automatically generated a ticket.

Pros and Cons

Very robust feature set.
Very thorough Change Management feature.
Very fast support.

The user interface is clunky and not user-friendly.
They did not have AI-driven automated responses.
They did not integrate with Slack.

Return on Investment

Limited functionality.
Bad UI.
Not worth the money.

Alternatives Considered

We decided to make the change to move from ManageEngine Service Desk Plus to Spoke for our ticketing system solution. We have never looked back. Everything from the UI to the AI-driven auto responses is "night and day" better. It isn't even a question and we wouldn't be happier with our decision.

Other Software Used

Spoke, Microsoft Office 365, NinjaRMM

Likelihood to Recommend

ManageEngine Service Desk Plus is well suited in an environment that needs many features in addition to just a ticketing system, like a very robust change management service. It would be less appropriate if you are purely focused on ease of use from the customer's perspective. I would not recommend it to be used as your sole ticketing system.

ManageEngine Service Desk Plus: Look elsewhere for a ticketing solution

Overall Satisfaction with ServiceDesk Plus