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

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 ...

It is a very useful and powerful help-desk platform.

What do you like best? One of the best features is the inventory system. It is allowing us to track issues per device and gives information on the warranty. Also, the software allows us to see exactly which hardware is installed on the machine. What do you dislike? There isn't much to dislike. The biggest problem that we've had is getting our staff used to using it. What business problems are you solving with the product? What benefits have you realized? The biggest advantage that ...

Great product with room for improvement

What do you like best? The licensing model is designed to make the product accessible to all levels of business particularly small and medium businesses who in most cases would be able to use the product for free. The product is well designed and maintained. It's well documented, easy to install, upgrade, integrate and manage allowing maximization of resources. There are many well-implemented add-on features that extend the functionality beyond that of a simple help desk ticketing system. ...

Generally positive given the value for the cost as ex Spiceworks users

What do you like best? What you get in return for the investment. Asset management, ticketing, support for MS-SQL on the database, purchase order module, contract management....all in a package that is stable with some quirks. It is clearly a "young" product that has some growing to do. Being able to auto create a ticket and respond to the customer is efficient. Having a mobile app that works is really nice. What do you dislike? It fails to scan assets too often even with multiple ...

A lot of great features and modules but not a lot of community support or training materials.

What do you like best? I like the integration between modules and functions. There is a lot of functionality packed into the overall package. I wish we had a best practices implementation guide when we started to take full advantage of everything from the outset. I also like being able to write my own custom queries for analytical purposes. We have taken advantage of that. What do you dislike? The interface has several little quarks that can make navigation and ticket submission ...

Service Desk Plus - 8.2.0

What do you like best? Fairly intuitive interface for configuring users and categories. Dashboard work out of the box and the pre-configured reports are intuitive. Functionality for technicians works pretty well for time tracking, merging of tickets and group ticket closure. Very easy to set up. Technical support is excellent and available 24x7, couldn't ask for better support services. Using the customer satisfaction survey tool is fairly easy to set up. What do you dislike? Not too ...

ManageEngine SupportCenter Plus

What do you like best? Ease of creating tickets, updating tickets, closing tickets, responding to tickets, contract tracking, Account tracking, professional service hours billing, custom reporting capabilities. What do you dislike? Some of the functionality could be better thought out. For example, when in a ticket you can click the account name, but when you do it only opens a summary window for the account, which does not let you edit any account information. Therefore if you need to ...

80% functionality for 20% price...

What do you like best? As a product, it offers a great deal of out of the box functionality for a relatively small annual user cost. It handles email-based communication well, and has an easy to use web interface for clients and Support Engineers alike. New features are also added with reasonable regularity. Hardware requirements are very minimal, and setup is simple (provided you stick with the common deployment scenarios. The user community and forums are a regularly update by ...

Lots of options but needs modern touches

What do you like best? Our company was in need of new ticketing service. Having gone though 6-7 this one turned out to suit our needs perfectly. It is highly customisable and can adapt to every environment. Numerous reporting keeps the management happy and various reminders, notifications, SLAs and announcements keeps everybody informed on what's happening on the help desk. What do you dislike? Even though the product has updates and fixes on monthly basis it needs a re-design. ...

service desk Plus replacing Spiceworks

What do you like best? Seperate incidents and requests, problem management, fairly simple to get running, automatic assigning and escalations. What do you dislike? Enterprise version missing key features (mainly within asset management - WOL, remote service management, uninstall/install software, lack of customizability and personalization without recoding (but disappears when updates are applied, lack of responsiveness or slow support, little assistance for advanced report creation, ...