ManageEngine ServiceDesk Plus

Cloud IT Help Desk Software

4,3 /5 (145 reviews) Write a Review!

ManageEngine ServiceDesk Plus Overview

What is 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.

ManageEngine ServiceDesk Plus Overview

Pricing

Starting from
US$495,00/year

Pricing options

Free Trial
One Time License
Subscription
Value for money

Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.


ManageEngine ServiceDesk Plus Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China, India
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch and 13 others, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

Media

Check data from centralized dashboard
Manage setup with the configuration wizard
Search solutions
Add requests complete with incident and requester details
Access report folders
Gain quick access to template categories
Manage request workflow
View CI details
Configure workflow for change management
Check tasks and manage approvals
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 screenshot: Check data from centralized dashboard ManageEngine ServiceDesk Plus screenshot: Manage setup with the configuration wizard ManageEngine ServiceDesk Plus screenshot: Search solutions ManageEngine ServiceDesk Plus screenshot: Add requests complete with incident and requester details ManageEngine ServiceDesk Plus screenshot: Access report folders ManageEngine ServiceDesk Plus screenshot: Gain quick access to template categories ManageEngine ServiceDesk Plus screenshot: Manage request workflow ManageEngine ServiceDesk Plus screenshot: View CI details ManageEngine ServiceDesk Plus screenshot: Configure workflow for change management ManageEngine ServiceDesk Plus screenshot: Check tasks and manage approvals

ManageEngine ServiceDesk Plus Reviews

ManageEngine ServiceDesk Plus Reviews

Overall rating
4,3
/
5
Excellent
74

Very good
48

Average
16

Poor
4

Terrible
3

Value for Money
4,2
Features
4,3
Ease of Use
4,2
Customer Support
4,1
84% recommended this app
Leia P.

ManageEngine has Streamlined our Helpdesk!

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.


Sam L.

Great ticketing system for helpdesk

This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.


Mike S.

ServiceDesk Plus - Manage your Helpdesk with Ease

it has been an invaluable tool these past years to keep track of our helpdesk tickets.


Mark S.

Basic Helpdesk Application

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.


Tinashe M.

The future of service Desk

Great solution to seamlessly manage tickets with reporting that is comprehensive.


Leia P.
Industry: Financial Services
Company size: 201-500 Employees

ManageEngine has Streamlined our Helpdesk!

Used Daily for 2+ years
Reviewed on 2018/07/02
Review Source: Capterra

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Sam L.
Industry: Financial Services
Company size: 201-500 Employees

Great ticketing system for helpdesk

Used Daily for 2+ years
Reviewed on 2019/07/20
Review Source: Capterra

This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Mike S.
Industry: Paper & Forest Products
Company size: 1 001-5 000 Employees

ServiceDesk Plus - Manage your Helpdesk with Ease

Used Daily for 2+ years
Reviewed on 2020/10/07
Review Source: Capterra

it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Pros

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Cons

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Mark S.
Industry: Financial Services
Company size: 201-500 Employees

Basic Helpdesk Application

Used Daily for 2+ years
Reviewed on 2016/12/05
Review Source: Capterra

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Tinashe M.
Industry: Financial Services
Company size: 201-500 Employees

The future of service Desk

Used Daily for 2+ years
Reviewed on 2020/07/24
Review Source: Capterra

Great solution to seamlessly manage tickets with reporting that is comprehensive.

Pros

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Cons

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,2/10
Based on 145 user ratings
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ManageEngine ServiceDesk Plus Pricing

ManageEngine ServiceDesk Plus Pricing

Starting from
US$495,00/year
Free Trial
One Time License
Subscription
Value for money

Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

Value for Money
4,2/5
Based on 145 user ratings
Compare value for money rating with alternatives
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ManageEngine ServiceDesk Plus Features

ManageEngine ServiceDesk Plus Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,3/5
Based on 145 user ratings
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Categories

Additional information for ManageEngine ServiceDesk Plus

Additional information for ManageEngine ServiceDesk Plus

Key features of ManageEngine ServiceDesk Plus

  • Agent scanning
  • Alerts / escalation
  • Approval process control
  • Archiving & retention
  • Asset discovery
  • Asset lifecycle management
  • Asset management
  • Automatic lead distribution
  • Automatic notifications
  • Automatic ticket dispatch
  • Best practice ITSM workflows
  • Business rules
  • CMDB
  • Categorization
  • Change management
  • Change order management
  • Charting
  • Codeless customizations
  • Commenting
  • Contract management
  • Custom fields
  • Customer history
  • Customizable reporting
  • Email integration
  • Email notifications
  • Email templates
  • Employee self service
  • Escalation management
  • Gantt charts
  • Help desk management
  • Help desk reports
  • IT asset tracking
  • IT project management
  • ITIL compatible
  • Incident management
  • Inventory management
  • Lead assignment
  • Mobile integration
  • Monitoring
  • Multi-channel management
  • Multi-site support
  • POS
  • Performance support
  • Powerful integrations with IT management apps
  • Prioritizing
  • Problem management
  • Project management
  • Project workflow
  • Projections
  • Purchase order management
  • Real time reporting
  • Reporting & statistics
  • Rules based algorithms
  • SLA management
  • SMS integration
  • Scheduled reporting
  • Self service portal
  • Service catalog
  • Smart automation
  • Software asset management
  • Software license management
  • Software management
  • Surveys & feedback
  • Third party integration
  • Timer
  • Timesheets
  • Trouble ticketing
  • Workflow management

Benefits

  • 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.

  • ManageEngine ServiceDesk Plus FAQs

    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$495,00/year

    Pricing model: One Time License, Subscription

    Free Trial: Available

    Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

    Q. What are the main features of ManageEngine ServiceDesk Plus?

    ManageEngine ServiceDesk Plus offers the following features:

    • Agent scanning
    • Alerts / escalation
    • Approval process control
    • Archiving & retention
    • Asset discovery
    • Asset lifecycle management
    • Asset management
    • Automatic lead distribution
    • Automatic notifications
    • Automatic ticket dispatch
    • Best practice ITSM workflows
    • Business rules
    • CMDB
    • Categorization
    • Change management
    • Change order management
    • Charting
    • Codeless customizations
    • Commenting
    • Contract management
    • Custom fields
    • Customer history
    • Customizable reporting
    • Email integration
    • Email notifications
    • Email templates
    • Employee self service
    • Escalation management
    • Gantt charts
    • Help desk management
    • Help desk reports
    • IT asset tracking
    • IT project management
    • ITIL compatible
    • Incident management
    • Inventory management
    • Lead assignment
    • Mobile integration
    • Monitoring
    • Multi-channel management
    • Multi-site support
    • POS
    • Performance support
    • Powerful integrations with IT management apps
    • Prioritizing
    • Problem management
    • Project management
    • Project workflow
    • Projections
    • Purchase order management
    • Real time reporting
    • Reporting & statistics
    • Rules based algorithms
    • SLA management
    • SMS integration
    • Scheduled reporting
    • Self service portal
    • Service catalog
    • Smart automation
    • Software asset management
    • Software license management
    • Software management
    • Surveys & feedback
    • Third party integration
    • Timer
    • Timesheets
    • Trouble ticketing
    • Workflow management

    Q. Who are the typical users of ManageEngine ServiceDesk Plus?

    ManageEngine ServiceDesk Plus has the following typical customers:

    Small Business, Large Enterprises, Freelancers, Mid Size Business

    Q. What languages does ManageEngine ServiceDesk Plus support?

    ManageEngine ServiceDesk Plus supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

    Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?

    ManageEngine ServiceDesk Plus has the following pricing plans:

    One Time License, Subscription

    Q. Does ManageEngine ServiceDesk Plus support mobile devices?

    ManageEngine ServiceDesk Plus supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does ManageEngine ServiceDesk Plus integrate with?

    ManageEngine ServiceDesk Plus integrates with the following applications:

    Applications Manager, CloudMonix, ComAround Knowledge, Help Desk Migration, ManageEngine Desktop Central, ManageEngine OpManager, Zoho Analytics, Zoho Assist, Zoho Cliq, xMatters

    Q. What level of support does ManageEngine ServiceDesk Plus offer?

    ManageEngine ServiceDesk Plus offers the following support options:

    FAQs, Online Support, Forum, Phone Support