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

Says it can do a lot - but try it first.

What do you like best? Clean request interface Contains a lot of the basic functionality you need to run a service desk A lot of customisable notification features Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version. What do you dislike? Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number ...

It is great product that is easy to use and has full functionality

What do you like best? It is very simple to setup. Very easy to use Price is very attractive Support is extremely good Reporting function is really good. we can run our own reports Reporting functionality is very useful Active directory integration helping greatly Single sign on make users to login seamlessly Business Rules are great feature that automate the Tickets Change Management follows the ITIL Framework that help a lot Dashboard gives quick view for the ...

Good product becoming great

What do you like best? Lots of features that can be customized. Lots of features in the pipeline and take user feedback seriously. Have never had an issue getting a feature request implemented. Always responsive to support requests. What do you dislike? Some missing key functionality. Rules can not be setup to run on a timed scheduled but have to run when something happens. They are working to resolve this but it has not been implemented thus far. Web front end is sometimes held up by ...

Best IT tool we could ever have.

What do you like best? Efficient way to organize and keep track of end user requests and internal projects. What do you dislike? There are a few restrictions on how users can edit their own existing open help desk cases. otherwise, there is very little in the way of any negative comments. What business problems are you solving with the product? What benefits have you realized? We are able to keep track of issues and ensure proper follow up. Analysis of what out Techs are doing and ...

ServiceDesk Plus was everything our school was missing

What do you like best? Our HelpDesk Technicians were constantly being pulled in every direction with no real workflow or priority to incidents. ServiceDesk Plus was a huge improvement in our organization. High priority items are now getting resolved in a timely manner... There's now organization on how help desk requests are submitted.. and help desk requests aren't being missed. The inventory and asset module is also key! Now we have even better insights into what assets we have, when ...

ManageEngine Servicedesk plus - satisfied users for more than 7 years

What do you like best? As a business and large group of IT technicians, we are more than happy with the constant development of the product over time as more and more powerful features are added. What do you dislike? We would prefer it if you could request a feature and if it's obviously beneficial get it added to the product in a short time. Recommendations to others considering the product The free edition does everything a helpdesk requires, but additional features are well worth ...

System Admin

What do you like best? How easy it is to manage the system and how everything is accessible What do you dislike? I would like to be able to assign multible requests from the "Requests" tab to a group or specific user. I would also like to see (all ManageEngine product easier to impiment SSL certificates and more support for Always On high Availability for MS SQL. Recommendations to others considering the product This product isn't problem free although the ManageEngine support team ...

Powerful constantly evolving product

What do you like best? Lot of functionality and ease of use. The product is constantly adding new features over time. Really helps us to organize our support around three key areas such as requests, changes, and asset management has been great. Utilizing the client has provided us a wealth of data regarding our equipment and facilitated our decision making. Support has also been great. What do you dislike? Software can be buggy especially new releases. Things do not always work as you ...

Review of ServiceDesk+ by ManageEngine

What do you like best? A very easy tool to use which gives very effective results via it's configurable reports. Price is extremely competitive and I do not believe there is as effective a tool, at this low cost, on the market. What do you dislike? Can be tricky to reconfigure i.e. add and remove fields from forms. Recommendations to others considering the product A great solution for logging Customer queries and issues. Has allowed our company to significantly improve our ...

ServiceDesk Plus plays a crucial role in our daily IT provision

What do you like best? The speed and accuracy of searching the database. I also like the speed of navigating the interface as well as the zoho reporting tie in and the survey component. I like the ability to customize the fields where needed and the customer portal is very nice as well for those putting in requests. What do you dislike? Some of the out of the box reporting is lacking in what i need to be able to see. i have to call support and work with them for custom reports. They ...