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

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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.

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Reviews

Nigel A

May 6, 2025 Source: G2.com

Flexibility is key for an ITSM tool and ServiceDesk Plus does not disappoint.

What do you like best about ManageEngine ServiceDesk Plus?

The ease with which ServiceDesk Plus can be implemented. Basic configuration is a breeze, but advanced features are not lacking for those looking to push the boundaries, especially if you are looking for increased automation. Easy integration with other ManageEngine products and other third-party vendors further enhances the capabilities of this platform.

What do you dislike about ManageEngine ServiceDesk Plus?

Direct support can sometimes be difficult to access effectively, but working with a local partner easily overcomes this.

Recommendations to others considering ManageEngine ServiceDesk Plus?

ServiceDesk Plus solves several key IT service management challenges, including:

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

S S

February 19, 2025 Source: G2.com

ITSM: Service Desk Plus

What do you like best about ManageEngine ServiceDesk Plus?

Manageengine Servicedesk Plus is basically cloud based tool, which is easy for usage. The maintenance of the server is getting reduced. It is multiple features which we can utlise and cater to all the service requests and workflows. The implementation is little bit complex, but if we do it in a proper way, it works marvelous. We have deployed this as our Helpdesk and ticketing system which all our employees are utlizing on a daily basis. The reporting features is very efficient and detailed. We have currently integrated the service desk plus with Endpoint central portal. The customer support is very good and immediate.

What do you dislike about ManageEngine ServiceDesk Plus?

The implementation may be bit complex. But if it is implemented effectively it is good.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

Consolidating the overall ticketing system and providing one step solution. Earlier we were using multiple systems for the workflows now we have consolidated it one console with all the features.

Verified User in Mechanical or Industrial Engineering

October 11, 2024 Source: G2.com

Good System for managing our devices

What do you like best about ManageEngine ServiceDesk Plus?

The centralized management of applications, patches, & updates makes ManageEngine a good system for our IT team. I use a lot of the features in this product every week and the customer support is very helpful when we need it.

What do you dislike about ManageEngine ServiceDesk Plus?

Software packages that are not included in ManageEngine take some time to get approved and added to the application list.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

We are able to resolve issues for our users with the tools in ServiceDesk. Often, we are able to resolve issues within minutes instead of hours or days.

mohamed a

July 25, 2024 Source: G2.com

ME - Service Desk Plus

What do you like best about ManageEngine ServiceDesk Plus?

.Simple and easy to use, easily customizable

What do you dislike about ManageEngine ServiceDesk Plus?

so far i don't have anything to say about downfall

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

Remote support & recording service incidents and documentation and work flow

Kevin Houghton

April 22, 2024 Source: Trustpilot.com

Great platform for large business device management

Professional Review of ManageEngine MDM Plus
Overview
ManageEngine MDM Plus presents an intuitive solution for the distribution of in-house applications and management of BYOD (Bring Your Own Device) environments. It elegantly balances the operational needs of MDM administrators with the usability demands of end users. This software effectively segregates personal and corporate data by creating a virtual container, ensuring that BYOD devices’ personal data remains unaffected.
Deployment and Integration
The deployment of ManageEngine MDM Plus is straightforward and user-friendly. The enrollment process is simplified through the use of QR codes or invitation links accompanied by OTPs (One-Time Passwords), making it easily accessible to end-users. Notably, the solution requires an APN (Apple Push Notification) certificate for iOS devices, which is necessary for push notifications but does complicate the setup slightly for Apple products.
Features and Capabilities
ManageEngine MDM Plus excels in its core functionalities—particularly in restriction policy management and integration with other ManageEngine products like Site24x7. A standout feature is the remote viewing capability of a device’s screen, permitted by the end-user, which aids significantly in troubleshooting. Furthermore, the system allows for easy un-enrollment and app deletion by the end-user, which is an optional feature that enhances flexibility and control.
User Interface and Performance
While the platform’s overall performance is robust, the user interface could benefit from some refinement, particularly in making links more intuitive in the production portal. Some users might find the ad-hoc in-house distribution somewhat slow, potentially due to the reliance on the APN certificate for iOS devices.
Business Impact and Value
The primary business driver for adopting ManageEngine MDM Plus was to distribute in-house applications to employee BYOD devices without compromising personal data. This need is well met by the software, contributing to improved business process agility, compliance, and risk management. The product was chosen over competitors like Microsoft and VMware due to its strong customer focus, comprehensive product functionality, and overall cost-effectiveness.
Service and Support
The service and support provided are exemplary, reflecting the company's strong customer focus and expertise. Issues are addressed promptly, and the support team is knowledgeable and helpful.
Lessons Learned and Final Thoughts
The key takeaway from the implementation of ManageEngine MDM Plus is the importance of considering the end-user experience in deployment strategies. Companies looking for a comprehensive, easy-to-use MDM solution that respects user privacy and offers robust management features will find ManageEngine MDM Plus to be an excellent choice.
Rating: 5 out of 5 stars
ManageEngine MDM Plus earns a perfect score for its effective management capabilities, ease of deployment, and strong customer service, making it a valuable tool for any organization looking to enhance their device management strategy efficiently and securely.

Shraddha K

April 11, 2024 Source: G2.com

Manage your inventory of the assets with ManageEngine ServiceDesk Plus

What do you like best about ManageEngine ServiceDesk Plus?

The most likely thing in ServerDesk Plus is its user friendly interface and also it is available in various editions like Enterprise, Professional, standard. Also it has flexible deployment options. It is easy to integrate with other Manageengine products as well for eg Endpoint Central, Patch Manager Plus. It is easy to implement. It has feasible customer support as you can simply raise tickets for your issue.

What do you dislike about ManageEngine ServiceDesk Plus?

It has some customization limitations has the console cannot be modified as per end users requirement. Also, there is customization complexity because it has some advanced options and features to be deployed.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

It is majorly helping us in raising tickets for our issue as it is a ticketing tool and also if the product is integrated with other ManageEngine product then inventory can be fetched in a single console.

Ankit S

February 19, 2024 Source: G2.com

ManageEngine ServiceDesk Plus

What do you like best about ManageEngine ServiceDesk Plus?

We have using ServiceDesk Plus from last 4 yeasrs andit is very useful for ticketing purpose and it is very easy to use and even it is very easy to implement for all the module and also it is integrated with other ME Product as well as other third party application, currently it is frequently use for everywhere and as well as it is supported to customer for creating a tickets as well as maintaing tgheir IT and NON IT Assets for their organization.

What do you dislike about ManageEngine ServiceDesk Plus?

We are using this application , the dislike of this application is we can fetch the report but some time client wants some customized reports which is not available in this application , for those customized reports we refer to Analytics Plus application.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

It is very useful for ticketing purpose as well as managing the assets.

Hassan M

February 15, 2024 Source: G2.com

BEST ITSM compliant Service Desk Solution

What do you like best about ManageEngine ServiceDesk Plus?

Detailed and easy to use with respect to configurations, Service Desk Flows, Managing Requests, Change, Incidents, Release, Projects, Purchase contracts etc.

What do you dislike about ManageEngine ServiceDesk Plus?

Their should be free simulation for all the available options not only demo portal.

Recommendations to others considering ManageEngine ServiceDesk Plus?

Manage Engine Service Desk Plus is cost effective ITSM compliant solution.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

Managing User request into the network and easy to align technicians to support end user query.

farath k

January 19, 2024 Source: G2.com

Very good product to manage your support tickets

What do you like best about ManageEngine ServiceDesk Plus?

.Good user friedly tool to manage support tickets

What do you dislike about ManageEngine ServiceDesk Plus?

create Business rules incase of exception conditions

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

simplyfy ticket logging and easy to integrate with other tools

Sherif S

November 28, 2023 Source: G2.com

ManageEngine Engineer

What do you like best about ManageEngine ServiceDesk Plus?

.Easy GUI more secure more faster

What do you dislike about ManageEngine ServiceDesk Plus?

Enhanced monthly

Recommendations to others considering ManageEngine ServiceDesk Plus?

More enhance for assets and workflow

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

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ManageEngine ServiceDesk Plus Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use ManageEngine ServiceDesk Plus?

Review Summary

Pros

Cons

Nigel A

S S

Verified User in Mechanical or Industrial Engineering

mohamed a

Kevin Houghton

Shraddha K

Ankit S

Hassan M

farath k

Sherif S

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