ServiceDesk Plus

Who Uses ServiceDesk Plus?

Our software offers the ease of use SMBs need and the powerful features the largest enterprises demand. More than 100,000 companies around the world trust our product to manage their IT services.

What Is ServiceDesk Plus?

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand.

ServiceDesk Plus Details

ManageEngine

https://www.manageengine.com

Founded 1996

ServiceDesk Plus pricing overview

ServiceDesk Plus has a free version and offers a free trial. ServiceDesk Plus paid version starts at US$120.00.


Starting Price

US$120.00

Free Version

Yes

Free Trial

Yes

ServiceDesk Plus deployment and support

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

ServiceDesk Plus Features

  • Activity Tracking
  • Audit Trail
  • Barcoding/RFID
  • Check-in/Check-out
  • Depreciation Management
  • Disposal Management
  • Location Tracking
  • Reservations Management

View full list of Asset Tracking Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management

View full list of IT Asset Management Software

  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalogue
  • Service Reporting
  • Ticket Management

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Tools

  • Audit Trail
  • Corrective and Preventive Actions (CAPA)
  • Disaster Recovery
  • IT Incident Management
  • Incident Reporting
  • Investigation Management
  • OSHA Compliance
  • Safety Incident Management
  • Task Management

View full list of Incident Management Software

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management

View full list of Issue Tracking Software

  • CMDB
  • Change Management
  • IT Asset Management
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal

View full list of Service Desk Software

ServiceDesk Plus Alternatives

More ServiceDesk Plus alternatives

ServiceDesk Plus Reviews for UK Users

Read all reviews

Overall rating

4.3/5

Average score

Ease of Use 4.2
Customer Service 4.1
Features 4.3
Value for Money 4.2

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Leia P.
NETWORK TECHNICIAN
Financial Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 02/07/2018

"ManageEngine has Streamlined our Helpdesk!"

Comments: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros: It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons: The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

  • Reviewer Source 
  • Reviewed on 02/07/2018
Sam L.
Systems Administrator
Financial Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    2 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 20/07/2019

"Great ticketing system for helpdesk"

Comments: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Pros: Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Cons: Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

  • Reviewer Source 
  • Reviewed on 20/07/2019
Mike S.
Programmer/Analyst
Paper & Forest Products, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 07/10/2020

"ServiceDesk Plus - Manage your Helpdesk with Ease"

Comments: it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Pros: The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Cons: You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

  • Reviewer Source 
  • Reviewed on 07/10/2020
Mark S.
Financial Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    2 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    2 /5
  • Customer Support
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 05/12/2016

"Basic Helpdesk Application"

Comments: Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Pros: ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons: ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

  • Reviewer Source 
  • Reviewed on 05/12/2016
Tinashe M.
Head ICT
Financial Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 24/07/2020

"The future of service Desk"

Comments: Great solution to seamlessly manage tickets with reporting that is comprehensive.

Pros: The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Cons: Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

  • Reviewer Source 
  • Reviewed on 24/07/2020