ManageEngine ServiceDesk Plus

(136)
4.2 out of 5 stars

Run your IT with a complete web-based, ITIL-driven Help Desk & Asset Management tool.

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ManageEngine review by <span>Zachary H.</span>
Zachary H.
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Favorite Help Desk Management Software

What do you like best?

I love that Service Desk is more than just ticket management. It allows you to manage users, inventory, and projects. So I'd say one thing that I like the best about this is that the fact that it's multi-functional in it's use. It's extremely easy to use and integrates with Active Directory which is a huge plus. The ability to email from the application or from Outlook for instance and track correspondence is a nice feature as well. Overall I'm very happy with this application.

What do you dislike?

The ability to add custom triggers on ticket submissions. This feature is lacking. When someone submits a ticket that has specific keywords I would like the ability to customize replies from the system based on those keywords.

Or when I get assigned a ticket for instance I would like to setup custom replies from the application as well.

The ability to customize is not all there, but I have seen a lot of improvements in the most recent updates and I would imagine feature updates like this are coming soon.

Recommendations to others considering the product

They are on the upward swing with updates recently. I have been very satisfied with their support.

Computer management, warranty status, even the ability to print bar codes aside from the standard ticket system abilities makes this a huge win in my book.

What business problems are you solving with the product? What benefits have you realized?

Using this application allows us to manage our information technology team as well as keep our end-users updated on ticket statuses. The communication problems are always present in business environments. Service Desk steps in and helps by making it extremely easy to keep everything from users and inventory, to ticket status, and project involvement up to date so everyone can see and be a part of this.

The benefits from this are is that it reduces call volume are current tickets. People aren't calling to check on the status of their tickets as they can just login to Service Desk or check their emails to find out the status.

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ManageEngine review by <span>Kelly A.</span>
Kelly A.
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ManageEngine ServiceDesk Plus Review

What do you like best?

We have a ticketing system now! It's nice to have a central location for users to email and have it automatically generate tickets. I think the end users appreciate having an interface where they can see the status of issues that they've raised.

What do you dislike?

Not terribly intuitive. Need HTML email! My boss doesn't like the interface. Says that it's too busy and that it's just "too much". It would be nice if the automatic emails that get generated were a little prettier than just normal text. Maybe that's something that I'm just missing and can go back and explore further.

Recommendations to others considering the product

Useful product for any size business.

What business problems are you solving with the product? What benefits have you realized?

We started using ServiceDesk Plus about a year ago and have finally rolled out a ticketing solution to our users. It works well so far for us but the interface seems too busy and is not very intuitive for admins to navigate. It's nice to have one dashboard though for all of our department to see what issues are coming in rather than everyone just keeping their own handwritten notes.

What Service Desk solution do you use?

Thanks for letting us know!
ManageEngine review by <span>Daniel B.</span>
Daniel B.
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Lightweight Cost - Heavy Impact

What do you like best?

SDP fits neatly into our budget and yet delivers features and functions that have transformed our support service delivery that would have cost us thousands more over the years that we've used this product.

What do you dislike?

Occasionally new releases have caused minor issues by creating new bugs or unexpected product behavior but the SDP support team is VERY responsive to these concerns and has minimized the impact.

Recommendations to others considering the product

SDP has allowed us to dramatically improve our service delivery through the use of SLA tracking, knowledge base features, live chat, and reports that help justify staffing levels and identify technology needs and trends throughout the organization.

What business problems are you solving with the product? What benefits have you realized?

SDP is the foundation upon which our department has been able to quantify the work being performed, justify staffing levels, and identify trends and strategic technology needs for the organization.

ManageEngine review by <span>Barry W.</span>
Barry W.
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ManageEngine - Service Desk Plus

What do you like best?

We utilise ManageEngine - Service Desk Plus not only within the IT department but also across the wider business. We find it a flexible tool to be able to log, track, maintain and report on incidents and issues.

It has a clean look & feel and is very intuitive.

Also when we have a technical issue we get a good response from the ManageEngine support team with a remote session quickly established if required

We are currently looking at their cloud based solution to replace the onsite server.

What do you dislike?

If i was looking for an area of improvement then sometimes we outsource some of the more intricate reports to our QlikView system - this allows drill down whereas the standard reporting within the system is sometime a little limiting

What business problems are you solving with the product? What benefits have you realized?

We have one platform for logging tickets & calls for multiple areas within the business. The system is used by IT - for the service desk... Facilities - For the building maintenance... Catalogue Teams - for logging and tracking changes to the catalogue and also Customer Services for customer enquiries etc....

ManageEngine review by <span>Michael T.</span>
Michael T.
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Simple Ticketing service

What do you like best?

We use ManageEngine for our I.T. Ticketing. It allows us to customize the ticket for a simple user friendly experience for the client. Where they can submit exactly which applications is giving them issues. As well as letting us know whether or not the internet is giving them problems. It seems to be a fairly stable application. We keep it updated and the recent patches are stable.

What do you dislike?

The only thing I would say I dislike about it, is that any issues with ManageEngine typically require a reboot which is not ideal during business hours.

What business problems are you solving with the product? What benefits have you realized?

The problems we are solving is, ManageEngine gives us a ticket service where someone can email Helpdesk and it will automatically add a ticket for helpdesk to reach out.

ManageEngine review by <span>Sergey K.</span>
Sergey K.
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Good Servicedesk software with many features

What do you like best?

Good ticketing system that covers all bases and is customization some what.

What do you dislike?

Terrible update process. If you run out of license time, it is a huge pain in the butt to upgrade and get the database on the same level. Expect day of downtime for your techs. Also user responses when resolved closed/are bit confusing when sent to email. Doesnt have handling for tech to respond from their own email to a ticket, this would be a wonderful feature.

Recommendations to others considering the product

Look at all options on the market. Maybe there is a better designed UI for helpdesk software out there that is more intuitive and straightforward. We dont touch about 90% of the backend.

What business problems are you solving with the product? What benefits have you realized?

It solves the need for tracking user help requests. A service desk helpdesk solution that tracks user tickets and ties in nicely to LDAP in AD.

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Kate from G2 Crowd

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