ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

4.4 (208)
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Cloud IT Help Desk Software

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

  • Access the help desk anytime, anywhere using the serviceDesk Plus iphone app.
  • Create SLA and provide quality services in time, to end users.
  • Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information.
  • Web based portal to submit service requests & Incidents.
  • Restore normal service of operation quickly with comprehensive incident management tools.
  • Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
  • Discover every asset in a network with efficient auto discovery options.
  • Provide structured and prompt handling of all changes in IT infrastructure.
  • With the new agent based scanning, users can access any system from the remote network, independent of their location.
  • Stay informed about tickets and keep technicians and end users up to date on the status of the tickets by email and sms.
  • Manage purchases right from the birth of the PO.
  • Auto assign feature distributes tickets based on the existing load on technicians.
  • Manage Contracts with different vendors seamlessly.
  • Automatic email to ticket conversion using email commands.
  • ServiceDesk plus allows users to import users and their information from Active directory and LDAP with a simple easy to use interface.
  • Archive old, unused data and improve helpdesk performance.
  • Support multiple sites and customize configurations for every site according to their unique working procedure.
  • Generate detailed reports about Help desk performance & metrics.
  • Automatically reset the password, by integrating the ticketing system with the Active Directory.
  • Know the satisfaction level of end users with the ServiceDesk Plus survey option.

  • Images

    ManageEngine ServiceDesk Plus Software - Check data from centralized dashboard
    ManageEngine ServiceDesk Plus Software - Manage setup with the configuration wizard
    ManageEngine ServiceDesk Plus Software - Search solutions
    ManageEngine ServiceDesk Plus Software - Add requests complete with incident and requester details
    ManageEngine ServiceDesk Plus Software - Access report folders
    ManageEngine ServiceDesk Plus Software - Gain quick access to template categories
    ManageEngine ServiceDesk Plus Software - Manage request workflow
    ManageEngine ServiceDesk Plus Software - View CI details
    ManageEngine ServiceDesk Plus Software - Configure workflow for change management
    ManageEngine ServiceDesk Plus Software - Check tasks and manage approvals
    ManageEngine ServiceDesk Plus Software - View all SLA based mail escalations
    ManageEngine ServiceDesk Plus Software - Access reports on service requests
    ManageEngine ServiceDesk Plus Software - View projects, and track their status, priority, owner, and more
    ManageEngine ServiceDesk Plus Software - Check emails and mail server issues, and check their status and priority
    ManageEngine ServiceDesk Plus Software - Track progress
    ManageEngine ServiceDesk Plus Software - View request details
    ManageEngine ServiceDesk Plus Software - View project details
    ManageEngine ServiceDesk Plus Software - Access IT asset information
    View 26 more
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus Software - Check data from centralized dashboard
    ManageEngine ServiceDesk Plus Software - Manage setup with the configuration wizard
    ManageEngine ServiceDesk Plus Software - Search solutions
    ManageEngine ServiceDesk Plus Software - Add requests complete with incident and requester details
    ManageEngine ServiceDesk Plus Software - Access report folders
    ManageEngine ServiceDesk Plus Software - Gain quick access to template categories
    ManageEngine ServiceDesk Plus Software - Manage request workflow
    ManageEngine ServiceDesk Plus Software - View CI details
    ManageEngine ServiceDesk Plus Software - Configure workflow for change management
    ManageEngine ServiceDesk Plus Software - Check tasks and manage approvals
    ManageEngine ServiceDesk Plus Software - View all SLA based mail escalations
    ManageEngine ServiceDesk Plus Software - Access reports on service requests
    ManageEngine ServiceDesk Plus Software - View projects, and track their status, priority, owner, and more
    ManageEngine ServiceDesk Plus Software - Check emails and mail server issues, and check their status and priority
    ManageEngine ServiceDesk Plus Software - Track progress
    ManageEngine ServiceDesk Plus Software - View request details
    ManageEngine ServiceDesk Plus Software - View project details
    ManageEngine ServiceDesk Plus Software - Access IT asset information

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    Reviews

    Overall rating

    4.4 /5
    (208)
    Value for Money
    4.3/5
    Features
    4.4/5
    Ease of Use
    4.2/5
    Customer Support
    4.2/5

    Already have ManageEngine ServiceDesk Plus?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 208
    Jaime Isai
    Jaime Isai
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    ServiceDesk Plus ManageEngine

    Reviewed on 23/06/2022

    Its a great tool, I do really recommend it to every IT organization, it was a great experience to...

    Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

    Pros

    More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

    Cons

    Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

    Mike
    Overall rating
    • Industry: Retail
    • Company size: 201–500 Employees
    • Used Daily for 1+ year
    • 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

    TOPdesk

    Reasons for Switching to ManageEngine ServiceDesk Plus

    Topdesk is much more complex, updating is hard, more expensive and not as user friendly!
    Alex
    Overall rating
    • Industry: Management Consulting
    • Company size: 201–500 Employees
    • Used Daily for 1+ year
    • 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.

    pritesh
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 501–1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Organization improvement product : ManageEngine ServiceDesk Plus

    Reviewed on 07/03/2023

    We are really happy with Manageengine servervice desk plus because we get best support and...

    We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

    Pros

    This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

    Cons

    API ,agent base scning network . scnnig need to efficetive becuase we face network issue

    Ankit
    Overall rating
    • Industry: Banking
    • Company size: 10,000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Keep Track of Issues

    Reviewed on 09/11/2023

    Pros

    ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

    Cons

    The UI of the application can be improved so it can become more user friendly

    Showing 5 reviews of 208 Read all reviews

    ManageEngine ServiceDesk Plus FAQs

    Below are some frequently asked questions for ManageEngine ServiceDesk Plus.

    ManageEngine ServiceDesk Plus offers the following pricing plans:

    • Starting from: US$16.00/month
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    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

    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

    ManageEngine ServiceDesk Plus supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    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

    ManageEngine ServiceDesk Plus offers the following support options:

    Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat

    Related categories

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