ManageEngine ServiceDesk Plus MSP Reviews & Product Details

The upside of ServiceDesk Plus is that you can modify workflow that matches your organization's needs. This way, you can streamline the work process and make things easier. Review collected by and hosted on G2.com.

The least helpful thing in ServiceDesk Plus is the occasional bugs that it has when communicating to end users and services. For example, when sending an email back in the ticketing system the template I created for automatically filling in the ticket link is not working. Review collected by and hosted on G2.com.

I wish I had known about ServiceDesk Plus earlier in my career! This software is the most straightforward and comprehensive ITIL service management tool I've found during my research. The Enterprise edition includes everything from incident management to change management and CMDB. Moreover, it is the only one I found that is available not only as a Cloud application but also on-premise. Review collected by and hosted on G2.com.

The ServiceDesk Plus platform can be costly if you have many agents and require the Enterprise edition (which is the one that covers the whole ITIL scope, including asset management and CMDB) because the pricing model is based on the number of agents (i.e. technicians). On the positive side, the number of users (i.e. requestors) is free and unlimited. Review collected by and hosted on G2.com.

The multiple ticket views allow different types of IT/HelpDesk personalities to customize how they organize their tasks. Not everyone thinks and organizes in the same way and I think the 3 different views with full customizability is an underrated feature of SDP. It allowed us to get immediately set up and organized, replacing an older system which was nowhere near intuitive by comparison. Review collected by and hosted on G2.com.

I do find that some aspects of ME SDP can be a bit overcomplicated sometimes and that a simpler approach or option would be a better solution to some of these features. Such as email/new ticket filtering. I feel like having a "rule" or "policy" based Review collected by and hosted on G2.com.

Manage Engine ServiceDesk Plus is a good and reliable ticketing system for a small to mid-size company. The features are a good base set of tools and mostly intuitive. Review collected by and hosted on G2.com.

ManageEngine ServiceDesk Plus has horrible customer support, as they outsource all of their support to a foreign country. It is always very difficult to get proper & timely support for this product (and others made by ZoHo Corp). Review collected by and hosted on G2.com.

easy to Manage and configure as per customer's requirements Review collected by and hosted on G2.com.

flexible working windows will push this to next level Review collected by and hosted on G2.com.

Is easy customizable to perform any use case. Review collected by and hosted on G2.com.

A better user interfae could be implemented. Review collected by and hosted on G2.com.

E-mail notifications to users and technicians. Set a reminder e-mail for events. Merging and splitting requests. Easy to set up and sync with Office365. Also, you can track inventory and assets with it. Review collected by and hosted on G2.com.

It is deleting emails from the mailbox it is fetching from, and there is no way to stop that "feature". The only possible way is to set another mailbox that fetches the emails and keeps them for archive purposes. Review collected by and hosted on G2.com.

What helps the most is the ability to keep all incidents reported by users from different companies or business entities in one place. Additionally, as part of the incident logging, all the required information is provided so that they can be easily tracked. Its licensing system is easy to understand and support, its prices are affordable, and its support desk is very friendly and respects the contracted SLAs, which gives us confidence and assurance that they will be there when needed. Similarly, their support engineers helped us configure the software on our own network. Review collected by and hosted on G2.com.

Well, I could say that the setup can become an issue, since it requires buying the policy for them to configure it for me, which leaves me in a complicated situation because the know-how is not obtained to do it alone, but if we do it ourselves, it takes longer, if we haven't operated it before. Review collected by and hosted on G2.com.

Extremely configurable to meet your specific service desk needs. Review collected by and hosted on G2.com.

Not as much help available to help with the configuration as I would have preferred. Review collected by and hosted on G2.com.

It has plenty of regular use tools integrated into one. We use incident management, self-service portal, inventory and asset management, and incident and change management. All tools work quite well. The price of the solution is very reasonable for the same toolset and quality as compared to other alternatives. The tool is very friendly and easy to use. It was not difficult to train personnel. Review collected by and hosted on G2.com.

User Interface can be improved and made more intuitive. Some of the options are not so straight forward to find. Review collected by and hosted on G2.com.