ManageEngine ServiceDesk Plus Reviews in June 2026: User Ratings, Pros & Cons

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 ...

ManageEngine ServiceDesk Plus

What do you like best? Versatile Support and feedback is great Mobility available Covers ITIL framework -change and problem management they added project management What do you dislike? Templates were not flexible user access to portal had issues at times Recommendations to others considering the product Great Product! What business problems are you solving with the product? What benefits have you realized? IT issues were much more easier to handle and support ...

ServiceDesk Plus allows our IT department to have a full picture of everything everyone is working o

What do you like best? The integration of user problems in the helpdesk with projects and a global picture of the department's workload and long range plans. What do you dislike? It's hard to get reports that show work across all modules. We do everything with tasks but analytics currently focuses on requests and gives a false impression of what we really do without looking at projects and changes. Recommendations to others considering the product The ability to balance real-time ...

Improve agent productivity

What do you like best? Prevent SLA violations by enabling multi-level proactive response and resolution escalations. Service Desk Plus is a mature and feature-rich helpdesk solution and uses dashboards to show the current status of all outstanding service requests plus other pertinent system information What do you dislike? I dislike that Service Desk Plus is lacking of social media capabilities. Recommendations to others considering the product Getting started with Service Desk ...

Easy, quirky, fast, intuitive, Excellent product

What do you like best? The software is very easy to use and fits very well into the ITIL framework. The configuration options available to you compared to other far more complex products can be done with some self taught training. It does what you tell it too with no scary surprises. Other products require you to have either external consultants which can be expensive or you have to train the internal staff which again can be costly. the user interface is quirky and pleasing to the ...

Excellent Helpdesk Solution at a Fraction of the Cost of Competitors

What do you like best? There used to be a saying "80% of the features at 20% of the price". I love that phrase and it applies to ServiceDesk Plus (SDP. They may not have every feature, but they have every feature you need and will use. Their pricing is a fraction of the other big helpdesk companies. The product is very easy to install and use. What do you dislike? Not much. The main item is to have more control over the screens. For example, the Request screen. I would like to control ...

The best solution I have ever had the pleasure of using.

What do you like best? The ease of configuring the system to our requirements, We had 2 months to setup, configure and test the system before going live after the in housing of our IT Support Service. I have used several different solutions as a Desktop Engineer which come no where near Manage Engine ServiceDesk Plus. I am now the ICT Service Delivery Manager and have had the pleasure of being given this product to configure. The email support provided by Manage Engine is so quick and ...

I have been using the product since it's inception

What do you like best? There are several versions including a MSP . It is all encompassing for support of your users needs. It is super easy to setup and get up and running right away. The cost for the products are very reasonable and they even have a full blown free version for the small users. What do you dislike? Honestly I cant think of anything that I dislike. There are some things that I would suggest they add. Like to be setup right out of the box they have a Q&A to setup ...

Service Desk Plus

What do you like best? I have implemented and used Service Desk Plus in my last two roles, I have used other service desk software in the past but this is head and shoulders above. Easy to setup and use on a day to day basis and easy to customise to my needs. Recommened What do you dislike? cant think of any to be honest, does exactly what I want What business problems are you solving with the product? What benefits have you realized? it manages IT request and problems easily ...

Review

What do you like best? I like the layout of the screens and the ablity to add additional info. What do you dislike? Ability to do advanced searches, such as search all tickets still open by a specific user with key works in the description. Recommendations to others considering the product it would be nice to be able to grant someone Administration abilities to be able to build reports or change configs, but not automatically grant them the ability to see all tickets. This becomes ...