Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others.
Manager IT at a energy/utilities company with 1,001-5,000 employees
Real User
2022-02-07T17:24:06Z
Feb 7, 2022
I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.
Coordinador de Servicios Tecnológicos at a legal firm with 501-1,000 employees
Real User
2021-12-27T19:18:00Z
Dec 27, 2021
Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.
CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
MSP
2020-12-22T16:20:00Z
Dec 22, 2020
I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.
System Security Engineer at a tech services company with 201-500 employees
Real User
2020-11-18T20:09:36Z
Nov 18, 2020
Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.
In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.
Global Service Delivery Manager at a computer software company with 10,001+ employees
Real User
2020-10-11T08:58:06Z
Oct 11, 2020
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.
Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.
It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
Real User
2020-07-13T06:55:00Z
Jul 13, 2020
ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.
This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system...
The platform's most beneficial features are incident management, change management, request management, and asset management.
The strength is its pricing. It is easy to use.
It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes.
The tool's most valuable feature is task creation. The tickets get timestamps as well.
I rate the solution a ten out of ten for scalability.
The management of this application is good.
The product scales up effortlessly and you can easily add users.
The solution is interactive and flexible so engineers find it much easier to work with than other tools.
Incident Management is a good feature.
It's stable.
The solution is free for up to five users.
It's very easy to customize the tool to your business needs.
The most valuable feature of ManageEngine ServiceDesk Plus is ticket management.
The workflow automation is the most valuable feature of this solution.
I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others.
ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly.
I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.
Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
There's no problem with the software.
Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.
I like how it can be integrated and expanded with other ManageEngine products.
CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
The solution overall has been quite stable.
I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.
The product is extremely user-friendly. It is easy to build the workflows and electronic forms.
Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.
In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.
Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.
It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
The solution offers a lot of opportunities for integrations.
The most valuable feature is its ease of use.
ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.
When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.
This solution has provided a way to manage request tracking and resolution.
The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.
This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.
The most valuable features are project management, change management, and the flow according to the mail chain.
I am enjoying the report features, they are quite good.
Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install.
We not only handle tickets, but also requests from many departments. All are easy to manage.