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

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 ...

Great product

What do you like best? Web based. Option for hosted and on premise. Software is easy to use and works well. Updates are fairly frequent. Keeps adding more features. What do you dislike? Some features not available between hosted version and on premise version. Would be nice to see even more improvements faster. Price is a bit high. Recommendations to others considering the product It's a good choice What business problems are you solving with the product? What benefits have you ...

Ease of use with ServiceDesk Plus

What do you like best? I like how easy it is to navigate and create tickets. I've setup the ability to receive emails whenever a ticket comes into the queue, which helps me to manage our work flow. What do you dislike? I don't really have any dislikes for ServiceDesk Plus. What business problems are you solving with the product? What benefits have you realized? We are solving anywhere from break/fix to password resets. We use ServiceDesk Plus a lot for projects, backups, and we also ...