ManageEngine ServiceDesk Plus

About ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a flexible and scalable help desk software that offers better visibility and central control.The software helps adding value to your IT help desk through effective integration with IT management apps.It smartly automates all your help desk activities and is capable to support extensive reporting. Codeless customization allows creative freedom and ensures better adaptation to suit your unique business requirements. The tool can be deployed on either cloud or on premises. The software is available in 3 variants like Standard, Professional and Enterprise level. Each of the forms come suitably equipped with help desk features.

Screenshots & Videos

ManageEngine ServiceDesk Plus Demo - Live dashboards

ManageEngine ServiceDesk Plus Demo - Request management

ManageEngine ServiceDesk Plus Demo - Configuration Items Relationship

Pricing

Free Trial Available
Starts at $13.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

79%
Momentum

70%
Popularity

89%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android)
Desktop App (Windows)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

ManageEngine ServiceDesk Plus Features

Show Feature Explanation

Service Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Standard Features

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

Request Management

Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options.

Problem Management

Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

CMDB

Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle.

Change Management

Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-language Support

Available in multiple languages to support global customers

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

Asset Management

Manages the entire lifecycle of the physical assets of your organization

Help Desk Features

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Multi-language Support

Available in multiple languages to support global customers

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

ManageEngine ServiceDesk Plus Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Subscription / Quotation Based )

Pricing Plans

MONTHLY YEARLY

Standard $13.00 $16.00 per user / month

IT help desk

Starts from US$ 13 / technician/month (Annual billing)

Starts from US$ 13 / technician/month (Monthly billing)

Features

Full Stack ITSM
AI-driven ITSM
Self-service
Automation
Customizations
Asset Management
Native IT Integrations
Business Integrations

Professional $27.00 $33.00 per user / month

IT help desk + asset management

Starts from US$ 27 / technician/month (Annual billing)

Starts from US$ 33 / technician/month (Monthly billing)

Add-Ons

CMDB (US$ 155 / month)
Service catalog (US$ 155 / month)
Project Management (US$ 155 / month)
Problem Management (US$ 155 / month)
Change and release management (US$ 315 / month)
Live Chat (US$ 6 per tech per month)
Remote control (US$ 29/concurrent session/month)

Enterprise $67.00 $78.00 per user / month

IT help desk + asset management + change management + projects

Starts from US $67 /technician /month (Annual billing)

Starts from US $78 /technician /month (Monthly billing)

Add-ons

Live Chat (US$ 6 per tech per month)
Remote control (US$ 29/concurrent session/month)

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 16/05/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about ManageEngine ServiceDesk Plus Pricing

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ManageEngine ServiceDesk Plus Reviews

User Rating

4.3/5 (Based on 380 Ratings)

Rating Distribution

Excellent
53.2%
Very Good
34.7%
Average
8.2%
Poor
1.1%
Terrible
2.9%

User Sentiments

Intuitive Interface, Flexible Ticketing System, Centralized Platform, Extensive Integrations

Mobile App Functionality, Limited Reporting Capabilities, Occasional Technical Errors, Complex Ticket Management for Technicians

Do You Use ManageEngine ServiceDesk Plus?

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Review Summary

Users praise ManageEngine ServiceDesk Plus for its ease of use, comprehensive features, and excellent customer support. They appreciate its user-friendly interface, customizable workflows, and robust reporting capabilities. Many reviewers highlight its ability to streamline IT service management processes, improve technician productivity, and enhance overall IT service delivery. They also commend its mobile app and integration options, which provide flexibility and convenience. Moreover, users value the prompt and helpful support they receive from the ManageEngine team. They recommend ManageEngine ServiceDesk Plus as a reliable and efficient IT service management solution for businesses of all sizes.

Pros

Comprehensive IT service management with robust ticketing, asset tracking, and knowledge management.
Customizable and scalable platform to fit diverse business needs and industry requirements.
Enhanced agent and customer experience with efficient incident and request management.
Improved IT service delivery through proactive monitoring, intelligent automation, and reporting.

Cons

Steep learning curve for firsttime users due to extensive features and functionalities.
Occasional glitches in the mobile app version, affecting user experiences on the go.
Limited native integrations with some popular enterprise applications, requiring thirdparty tools.
Potential performance issues with largescale implementations and complex queries.

ManageEngine ServiceDesk Plus Reviews

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