ManageEngine ServiceDesk Plus Reviews in May 2025: User Ratings, Pros & Cons

Very effective easy to manage help desk ticketing solution.

What do you like best? Intuitive interface. Easy to deploy and manage. Its been a very reliable product and requires very little maintenance to keep it running. What do you dislike? Setting up the active directory integration was not easy and took a lot of digging through the forums and a lot of trial and error before getting it to work correctly. Recommendations to others considering the product They have a very nice trial period for software and they will grant extensions if you ...

Manages pretty well

What do you like best? Very configurable with lots of flexibility in designing input forms and categories. What do you dislike? Nothing about Service Desk warrants a complaint from me. What business problems are you solving with the product? What benefits have you realized? Improved SLA's, more productive use of time, better collaboration.

Adequate and complicated

What do you like best? Has most functionality that one would expect from a case management system. What do you dislike? Does not provide sufficient flexibility to customize the way that is needed. Recommendations to others considering the product If you have a very simple solution needed this is the right tool for you. If you need flexibility and custom solutions you may want to look elsewhere. What business problems are you solving with the product? What benefits have you ...

ManageEngine ServiceDesk Plus Daily User

What do you like best? ServiceDesk Plus allows you to have emails, notes and resolutions all contained within a request. It is easy to create, update and close a request. I like the AD Authentication as well. What do you dislike? I don't like the search functionality. It is somewhat cumbersome if you want to narrow down your search. Recommendations to others considering the product I would recommend this software for mid to smaller companies. What business problems are you ...

Excellent product, easy to use, a breeze to work in!

What do you like best? ServiceDesk has a very simple user interface and has been a huge help to my entire department. Reassigning tickets and updating ticket status is elementary in this system and the ability to append notes and respond to emails directly from the ticket itself is extremely useful. What do you dislike? I honestly can't think of anything that I dislike about this tool... I'd love to have pass through authentication, but my boss would have to enable that feature for me ...

Excellent product for helpdesk and inventory !

What do you like best? All we need within one software : Helpdesk, inventory, reports, problems and solution management. Software is very responsive and its support team is also excellent. The software also feature a project management section, a contract support section and a purchase module. We use it for our helpdesk : opening a request is fast and efficient and it's easy to forward it to concerned people. You can configure automated emails which are sent to the users and keep them ...

IT Help Desk technician that uses the product for ticket management.

What do you like best? I like the fact that you can generate so many different reports with your data in Service Desk Plus. We also like being able to save the solutions for our problems so that we can reference them for future use. The solutions have came handy in the instance of our many reoccurring end user issues. What do you dislike? I do dislike some of the interface design. Overall it is a good design, but seems a little out of date. I do like all of the info graphics on the ...

Great enterprise level ticketing system

What do you like best? The software is very easy to use. The buttons and options are clearly visible and easy to find. It also has a mobile app which allows for users to easily check, respond to, and resolve tickets. It also has the option to set reminders and set tasks which is unlike other systems ive used. What do you dislike? The main "feature" that I dislike about this system is the text box in the resolution field. You can't tab out of the box to the save/close drop down option. ...

Hit and Miss

What do you like best? - AD Authentication - Able to have emails, notes, history all contained within a ticket. - Customizable request screens/columns - Use of Business Rules to auto-route tickets What do you dislike? - Service Catalog features are limited. You cannot expand and collapse sections within the template or incorporate additional graphics to enhance the look. - Search functionality issues - Cannot have email conversations added to Change Requests when CAB ...

Organizes us and makes us responsive to our users

What do you like best? Nothing gets lost now. No more taps on the shoulder. No more random emails. Everything goes into Service Desk Plus and gets assigned to the proper technician. All conversation is recorded and the resolution is always available easily. What do you dislike? There are so many configuration options that we still haven;t fully settled on how we want it to run. Recommendations to others considering the product This is a commitment for an IT Dept and the greater ...