ManageEngine ServiceDesk Plus Reviews & Insights

Score9.2 out of 10

109 Reviews and Ratings

Community insights

TrustRadius Insights for ManageEngine ServiceDesk Plus are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ease of Use: Users have appreciated the platform's user-friendly interface, finding it helpful for managing workflows and ticket reporting efficiently. The intuitive design has been praised for streamlining tasks like ticket management, modifications, and note-taking.

Ticket Logging and Asset Management: Some users have highlighted the ticket logging feature that enables end users to track help request progress easily. Additionally, the asset management aspect provides valuable information on software, active times, and users by installing an agent on machines.

Project Management Capabilities: Customers have mentioned the project management features within ManageEngine ServiceDesk that allow for efficient handling of large projects alongside end user help tickets. This capability facilitates progress tracking and milestone recording effectively.

Reviews

22 Reviews

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

Rating: 9 out of 10

Incentivized

May 27, 2025

Use Cases and Deployment Scope

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

Likelihood to Recommend

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.

Verified User

Administrator in Information Technology (51-200 employees)

Vetted Review

7 years of experience

Effective ITSM Solution for Enterprise Ticket and Project Management

Rating: 9 out of 10

Incentivized

April 30, 2025

Use Cases and Deployment Scope

For the last 3+ years, we have been using ManageEngine ServiceDesk Plus as our IT department's main ticketing and project management system. Our users simply email their issues to our IT support email, and it automatically creates a ticket, which we assign to the responsible engineer. It also helps manage project setup, status, priority, schedule, and completion percentage, which is a good option to monitor project progress. There are many more features available, such as asset management and change management. If needed, we can also integrate ADManager and OpManager to generate tickets into ServiceDesk Plus. All of these features can be seen on a summary page, which shows the numbers and analytics in a simple view.

Pros

It's very simple to submit and handle ticket for both user and Engineer.
Set some customize template for intent replay or job done reply.
SLA management is the good option to maintain workflow.
There is solution option where user can resolve their common issues.

Cons

ServiceDesk plus need to improve their customization and automation option.
There is need to more advance Reports & Dashboards option in summary page to Monitor help desk performance.

Likelihood to Recommend

Keeps track of pending and unresolved issues. Management can seen the overall summary of IT service and maintenance issue. Keeps all history for further issue. Central place of Monitor hardware/software inventory.

Fahad Hossain

IT Executive in Engineering at HAMIDA TRADERS LTD (https://htl-bd.com/) (501-1000 employees)

Vetted Review

3 years of experience

ManageEngine Service Desk Plus is essential to implementing ITSM in an enterprise

Rating: 9 out of 10

Incentivized

January 6, 2025

Use Cases and Deployment Scope

We transitioned off of a free ticketing system that was end of life to MESDP. At the time, we were looking to integrate with our DEV team, which uses Jira, and MESDP has an integration that creates tickets into their system. Additionally, MESDP closely follows ITIL standards for Service Desk Management.

Pros

inventory management
incident tracking and resolution
problem management
project management
service catalog

Cons

it seems on-prem implementations have more customizations we have at times looked for
reporting could be improved; i.e. a way to combine time from work logs in Projects to work logs from service desk tickets when on the same technician

Likelihood to Recommend

I think out of the box, MESDP has many of the features that one would want in a traditional Service Desk: notifications, queues/escalations, reporting, solution (knowledge base) articles.

Verified User

Director in Information Technology (201-500 employees)

Vetted Review

4 years of experience

One of the best Incident Management tools

Rating: 9 out of 10

August 1, 2022

Use Cases and Deployment Scope

We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus with selecting right categories and options, then tickets are assigning to related technical support agents. With this workflow, we can control and monitoring our incident management process. Also this tool provide us a chance to show our effort on tickets.

Pros

Easy to use
Manage workflows
Reporting of tickets

Cons

Sometimes it gets crashed
Updates are must be more often
Some documentation are not so accurate

Likelihood to Recommend

We we using some instant messages tools for collecting requests from our clients. These tools were not so effective to reporting and efficient to show our effort how much time we spend to solve problems and answering to requests. That's why ManageEngine ServiceDesk Plus is one of the best incident management tool i have ever used.

Hüseyin Dal

Head of Enterprise Systems in Information Technology at istegelsin (501-1000 employees)

Vetted Review

2 years of experience

View profile

A good all-round tool for any IT department

Rating: 9 out of 10

Incentivized

April 28, 2021

Use Cases and Deployment Scope

It is used by about 75% the organisation to log help requests with the IT department. It allows us to have a record of all of our in progress help requests, and assign them to the relevant technician. It also allows a record of fixes/changes to be kept where anyone in the IT dept can access.

Pros

Ticket logging for end users, so they can see the progress on their help requests
Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts

Cons

Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

Likelihood to Recommend

I can see ManageEngine ServiceDesk plus being quite suited to large and small organisations; the asset management tool in particular is very handy, and allows tickets to be linked to the relevant machine, as well as the user. You can also use it to keep track of your support contracts, and configure email alerts to remind you when one is nearing expiry. You can keep a record of solutions in there as well, to form a knowledge base.

Verified User

Engineer in Information Technology (501-1000 employees)

Vetted Review

7 years of experience

Your ticket to user satisfaction with a side of SOX compliance

Rating: 9 out of 10

Incentivized

January 4, 2021

Use Cases and Deployment Scope

ManageEngine ServiceDesk Plus is used by our IT department primarily to track tickets/requests submitted by users via email from all our different company locations. In addition, we also use it as a knowledge garden for us in IT to store solutions to common problems so they can be easily retrieved using keywords if a similar problems occurs further down the road.

Pros

Allows us in IT to easily keep track of our open help-desk tickets
Built-in approval system for tickets allows us to move tickets along speedily
ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
Ticket analysis tool helps you manage your IT technicians' performance

Cons

When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

Likelihood to Recommend

ManageEngine ServiceDesk Plus is really well suited to manage help-desk tickets. It's great for our company with 40+ locations to have users submit tickets via email and have our corporate IT department manage the tickets from a centralized location. Tickets are updated via email notifications from both the technicians and the user until the ticket has been resolved. The statistics and analytics features of the software also make it easy to track technicians' ticket volumes over a period of time, which can be used to measure performance.

Verified User

Analyst in Information Technology (1001-5000 employees)

Vetted Review

6 years of experience

ManageEngine strikes again - another great and free product for your service desk!

Rating: 10 out of 10

Incentivized

March 13, 2020

Use Cases and Deployment Scope

We use Manage Engine ServiceDesk Plus as our primary ticketing system. This has helped address multiple issues we had in IT, but the same issues can be addressed for other teams as well. The product allows us to keep track of all IT issues, requests and change requests, as well as building a knowledge base and allow the users to self-service (where possible). This has reduced the overhead on IT significantly. Not to mention, the great reporting experience we receive from exporting our MESDP to ManageEngine's free reporting tool - Zoho Analytics.

Pros

Log and track requests from users.
Automated escalations if SLA's are broken.
Keeping history of all requests and allowing IT management to report on that.
Automating IT responses to tickets and automatic assignments.

Cons

The set up can be a bit confusing, but it is not bad.
For a long time, there was an issue where you open multiple tabs they would be dead slow, but this has been addressed since the latest update.
Email collection system crashes sometimes (very rare).

Likelihood to Recommend

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.
If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.

Verified User

Manager in Information Technology (501-1000 employees)

Vetted Review

2 years of experience

ServiceDesk Plus: fast but simple

Rating: 9 out of 10

Incentivized

July 21, 2019

Use Cases and Deployment Scope

It is being used as an ITSM system to provide support to end-users, change management, and problem management. It is used primarily by the IT department to service all the other departments.

Pros

Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.).
Management: there are dashboards to provide individual and team-based workload management and awareness.
Robust reporting: it's very easy to configure scheduled report jobs that provide insight into the overall performance of individual teams or persons.

Cons

ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.

Likelihood to Recommend

ServiceDesk Plus is great when you use it as-is in a small to medium size environment. When operating within these parameters, the tool is fast, intuitive, and robust. Outside of this, you will find that you cannot have multiple customers in a single instance of the tool, as it has no multi-tenant capability. It can get very expensive when buying a license for multiple instances of this tool. While there is a basic ability to auto-assign/categorize tickets based on certain criteria, there are no actual automation capabilities.

Verified User

Administrator in Information Technology (1001-5000 employees)

Vetted Review

6 years of experience

ManageEngine Service Desk Plus: Look elsewhere for a ticketing solution

Rating: 4 out of 10

Incentivized

June 27, 2019

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

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

Cons

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

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.

Verified User

Employee in Information Technology (51-200 employees)

Vetted Review

2 years of experience

Best ITSM tool for Enterprises

Rating: 8 out of 10

Incentivized

March 29, 2019

Use Cases and Deployment Scope

ServiceDesk is the best practice Information Technology management software. Its features allow it to easily integrate with most of our IT applications and automations, and it stands out among the best tool for Software management. It also allowed you to track all the software across the enterprise, and create a report on it. It gives you better visibility and insights into all the machines being used in the organization.

Pros

ServiceDesk doesn't require coding for any customization.
It has the best ticketing system, change management, software license adding, workflow, projects, and reports.
The ServiceDesk request feature is great. There are many information choices available for tickets.

Cons

ServiceDesk is lacking in the ability to add custom triggers on ticket submissions.
The user Interface is not easy and intuitive.

Likelihood to Recommend

ServiceDesk is a useful product for any sized business, from SMB to large enterprises.

Verified User

Team Lead in Information Technology (51-200 employees)

Vetted Review

1 year of experience

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ManageEngine strikes again - another great and free product for your service desk!

Rating: 10 out of 10

Incentivized

March 13, 2020

Use Cases and Deployment Scope

Pros

Log and track requests from users.
Automated escalations if SLA's are broken.
Keeping history of all requests and allowing IT management to report on that.
Automating IT responses to tickets and automatic assignments.

Cons

The set up can be a bit confusing, but it is not bad.
For a long time, there was an issue where you open multiple tabs they would be dead slow, but this has been addressed since the latest update.
Email collection system crashes sometimes (very rare).

Likelihood to Recommend

Verified User

Manager in Information Technology (501-1000 employees)

Vetted Review

2 years of experience