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

ServiceDesk Keeps Me Organized

What do you like best? The thing that I like most about ServiceDesk is how it can organize and prioritize my work. Having tickets generated keeps me working on the things that are most important. What do you dislike? There's not really anything I dislike about the product itself. A recent update came out and moved some things around, but it's a fairly simple product to use. What business problems are you solving with the product? What benefits have you realized? Keeping the most ...

The perfect IT Service Desk solution

What do you like best? Easy setup means that it can be up and running within days. Completely flexible within the ITIL framework. Multiple teams and sites supported. Custom templated workflows, services and incidents allow a lot of time savings. Quick replies. Time management allow easy time logging. What do you dislike? Occasionally buggy causes misc errors, the reporting suite should be far more powerful. Easy to break with admin settings. Requires time investment through trial and ...

Product is improving - Still room for improvement

What do you like best? I have been administrating this product for a couple years now, and have been more involved on the server and billing side. The integration between the products I believe is both it's best, and weakest feature at the same time. What do you dislike? My original review was rather negative. Since then a higher-level agent, Charles reached out to me and our company. I have to say that while there have definitely been snags in the product here or there, it has been ...

Compresehsive Ticketing System that is Easy to Grow Into!

What do you like best? ServiceDesk Plus provides a feature rich set of modules that is very configurable. We really liked being able to configure a good part of the system and customize it to our particular needs. We also like that the system can run rather well on a VM with minimum resources (4x16. What do you dislike? Overall we really like the product. Since the beginning, this product has lacked customizable reporting which led to a lot of manual report creation for the month-end ...

ManageEngine: The Gem

What do you like best? ManageEngine has a lot to offer, the reason I tested product from this company was because i needed an asset management application. The asset management feature was great. I was able to manage all the software installed within my network. What do you dislike? I disliked the scanning agent, that was the reason for not using the application full time. It seem to take some time to get all the computers. Also it maybe that we have a network with many subnets. What ...

Service Desk PLUS

What do you like best? ease of use great support ability to tie in other Manage Engine products to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between ...

Solid software.

What do you like best? The addition of being able to put in software contracts with expiring notifications is really nice. What do you dislike? Don't like that it's not super flexible. Features we have requested to be fixed over the years have been ignored. Recommendations to others considering the product Relatively inexpensive. Does not integrate well with other systems (i.e. Jira. Can be cumbersome to install mail certificates and other integrations. What business problems are ...

Serves its purpose, a vital component in our incident management system

What do you like best? What I like about this application is its ease of use with very intuitive interface, and the flexibility to customize reports. I like that It also has an integration feature to send data over email, and we use that feature to bring over our tickets data to another system for incidents and requests analytics. The support staff is also very responsive our queries. What do you dislike? It would be desirable for ServiceDesk to have some youtube channels describing ...

easy to use ticketing solution

What do you like best? This is a pretty simple, straight-forward solution to use for service requests. This is coming from after using Track-It, which is a beast of a product and had way too many bells and whistles. If you need a straight-forward solution to enter tickets and assign to technicians with follow-up capabilities, I would suggest that you at least take a look at this product. What do you dislike? sometimes the mail fetch craps out without good reason... tech support ...

Great for Software Inventory and Quick Installs

What do you like best? ManageEngine does a wonderful job pushing out software like SketchUp or doing a running inventory of software on users computers. It's fairly easy to set up and can quick push out software to multiple users at once. What do you dislike? In some cases I have had ManageEngine reboot a users machine (when I attempted to install AutoCAD even though I specifically asked it not to allow rebooting. This can really cause trouble when a user's computer shuts down without ...