ManageEngine ServiceDesk Plus
About ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests. ServiceDesk Plus integrates help desk requests and assets to allow users to manage their IT in an effective way. The software helps users implement ITIL best practices and troubleshoot IT service requests faster.
ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.
ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps users to improve productivity of their IT Service team and keep their end-users happy.
ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows users to document best practices and solutions to common problems in an online knowledge base.
ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let users know the number of over-utilized or under-utilized licenses across their organization.
ServiceDesk Plus can help users maintain a complete product catalog based on product type, that lists all assets owned by their organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction surveys.
Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.
Incident management, Problem management, Change management & CMDB has been implemented with all functionalities.
Key benefits of ManageEngine ServiceDesk Plus
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TOPdesk
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Reviews
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- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
ManageEngine has Streamlined our Helpdesk!
Reviewed on 02/07/2018
We were previously on BMC RemedyForce and it would take me an entire day to configure a simple...
We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.
Pros
It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!
Cons
The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
User Experiance
Reviewed on 13/01/2022
Overall I feel the Service is good, reliable and quick. The interface for the most part is great...
Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
Pros
I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.
The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.
There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.
Cons
As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.
We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.
Reasons for Choosing ManageEngine ServiceDesk Plus
The Jira was an on-premis system that was getting old.Switched From
JiraReasons for Switching to ManageEngine ServiceDesk Plus
There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.- Industry: Management Consulting
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Lots of useful features; But counter-intuitive and clunky overall
Reviewed on 04/10/2018
We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it...
We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.
Pros
Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)
Cons
Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.
- Industry: Business Supplies & Equipment
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
SD+ as a helpdesk tool
Reviewed on 21/07/2024
Overall, a good product in a sea of expensive options.
Overall, a good product in a sea of expensive options.
Pros
Setup many years ago, and still in use today. Does all the tasks we require.
Cons
Can be a bit of a burden to update with only command line automated options.
- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Servicedesk Product EVER!
Reviewed on 16/04/2020
I set this up as ticketsystem for our company and users have an easy platform to create tickets...
I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!!
Pros
I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.
Cons
Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!
Alternatives Considered
TOPdeskReasons for Switching to ManageEngine ServiceDesk Plus
Topdesk is much more complex, updating is hard, more expensive and not as user friendly!ManageEngine ServiceDesk Plus FAQs
Below are some frequently asked questions for ManageEngine ServiceDesk Plus.Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following pricing plans:
- Starting from: US$16.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
Q. Who are the typical users of ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does ManageEngine ServiceDesk Plus support?
ManageEngine ServiceDesk Plus supports the following languages:
Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish
Q. Does ManageEngine ServiceDesk Plus support mobile devices?
ManageEngine ServiceDesk Plus supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ManageEngine ServiceDesk Plus integrate with?
ManageEngine ServiceDesk Plus integrates with the following applications:
ManageEngine ADManager Plus, ManageEngine ADSelfService Plus, ManageEngine Applications Manager, ManageEngine Endpoint Central, ManageEngine OpManager, Microsoft 365, Microsoft Outlook, Zoho Analytics
Q. What level of support does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
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