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

A powerful helpdesk and ticket management system

What do you like best? I love the ease of use. Many of the items are very intuitive and user friendly and don't require a lot of training to get up and running. What do you dislike? Some of the items don't apply well to our business and to my knowledge they are not removable. It would be great if these items could be turned off. Recommendations to others considering the product Carefully review all of the settings when completing the initial setup. This is key to get it up and ...

ManageEngine SeviceDesk Plus for IT management in small business

What do you like best? There are many functions and features in one software, like helpdesk, change management, IT stock, Solution ...This is best software for medium business. To manage all of IT service and stock in database, it is easy to control. What do you dislike? It is very difficult to configure when implement on the first time. Must to join the training or webinar how to use it. What business problems are you solving with the product? What benefits have you realized? To ...

Very good ITSM solution

What do you like best? Excellent ITSM product which encompasses all requirements for ITIL. Also very budget friendly. What do you dislike? There is no workflow in problem management. Recommendations to others considering the product Very good ITSM solution, however patch management, monitoring requires separate products. What business problems are you solving with the product? What benefits have you realized? Able to document solutions and share with other team members. ...

Best Free Help Desk

What do you like best? Cost is nothing, it is updated very frequently. It does a great job at managing tickets. What do you dislike? I wish some actions would be a little bit easier to do. Such as changing priority of tickets should be a drop down instead of a full edit of the ticket. Recommendations to others considering the product Give it a shot, it's free. What business problems are you solving with the product? What benefits have you realized? Managing IT issues with end users.

ServiceDesk Plus

What do you like best? I enjoy the simplicity of SDP that enables users to quickly and accurately log tickets, documentation and change requests. The amount of customization has been expanding with the newer versions, allowing for greater detail to be tracked and reported on. What do you dislike? I think there is a bit of a learning curve with stock SDP and it can take time to customize your version to your liking. What business problems are you solving with the product? What benefits ...

A total solution for our company

What do you like best? It's a complete solution. It has a front end that end users can understand easily, making it effortless to log into the application to view their submitted tickets. It has everything the technical team needs to do their jobs efficiently. It even has a work timer, which is not a common feature in service desk applications. What do you dislike? Viewing a certain technician's tickets should be easier than setting up a ticket group filter and having to find them ...

Overall well

What do you like best? We primarily use it for the assets tab to maintain our equipment and inventory. Without this, we would have to have some sort of excel sheet that would have to be consistently updated.This allows us to maintain everything a lot easier. What do you dislike? From my understanding, it is over priced. Something like this is helpful and necessary for larger companies but I feel that they could reach out to smaller companies if it wasn't so overpriced. I personally do ...

Excellent Platform for Our Service Needs

What do you like best? We like that we can configure it to be able to support multiple business units as well as having multiple support groups that remain independent of each other yet can roll up for reporting. What do you dislike? The UI needs some updating. We are hoping a future release will take care of this. Recommendations to others considering the product Update the UI and integrate better with Zoho CRM. I'm sure that's in the works. What business problems are you solving ...

Great Product for a great price

What do you like best? The Asset and Contract Management with the built in Help Desk What do you dislike? I wish it was more integrated with other products. Recommendations to others considering the product If investing is ServiceDesk Plus. I would also recommend tying it to other ManageEngine Products such and DesktopCentral and ADSelfService Plus. What business problems are you solving with the product? What benefits have you realized? The Help Desk allows us to track and sort ...

Pleased & Surprised

What do you like best? The name does not do the product justice. The suite of solutions many capabilities, as they relate to ITIL. What do you dislike? The AD360 product should have a virtual directory capability. Marketing should be engaged. Recommendations to others considering the product Ensure you document your requirements prior to making the purchase. What business problems are you solving with the product? What benefits have you realized? Service Ticket capture and ...