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ManageEngine ServiceDesk Plus vs ServiceNow Customer Service Management Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

Category Leaders

ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

16

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.3

149

5

4

3

2

1

78

50

17

1

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Pros

The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.
Having used a few different 'helpdesk' type solutions in the past, and not having usually been impressed by the user interface, I found ServiceNow's tool refreshingly simple to use.
The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

Cons

Some time facing problem in back button & redirecting in some other incident which react problem some time.
Service now could be confusing at times and lacked integration with other systems/software.
Had some troubles attaching the KB articles to the tickets.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review23 days ago

Key features

  • Total features79
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcoding/RFID
  • Business Process Automation
  • CMDB
  • CRM
  • Call Center Management
  • Call List Management
  • Call Monitoring
  • Call Reporting
  • Call Routing
  • Call Tracking
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Connectors
  • Data Import/Export
  • Data Management
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Engagement Tracking
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Optimization
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • ML Algorithm Library
  • Machine Learning
  • Maintenance Management
  • Mobile Access
  • Mobile App
  • Model Training
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Natural Language Processing
  • No-Code
  • On-Demand Communications
  • Order Entry
  • Order Fulfillment
  • Order Tracking
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Product Catalog
  • Project Management
  • Project Workflow
  • Projections
  • Purchase Order Management
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Incident Management
  • Sales Orders
  • Sales Trend Analysis
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Data Preparation
  • Self Service Portal
  • Self-service Analytics
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Special Order Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third-Party Integrations
  • Trend Analysis
  • User Management
  • Virtual Assistant
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features111
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Barcoding/RFID
  • Business Process Automation
  • CMDB
  • CRM
  • Call Center Management
  • Call List Management
  • Call Monitoring
  • Call Reporting
  • Call Routing
  • Call Tracking
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Connectors
  • Data Import/Export
  • Data Management
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Engagement Tracking
  • Event Triggered Actions
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Optimization
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Location Tracking
  • ML Algorithm Library
  • Machine Learning
  • Maintenance Management
  • Mobile Access
  • Mobile App
  • Model Training
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Natural Language Processing
  • No-Code
  • On-Demand Communications
  • Order Entry
  • Order Fulfillment
  • Order Tracking
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Product Catalog
  • Project Management
  • Project Workflow
  • Projections
  • Purchase Order Management
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Incident Management
  • Sales Orders
  • Sales Trend Analysis
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Data Preparation
  • Self Service Portal
  • Self-service Analytics
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Special Order Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third-Party Integrations
  • Trend Analysis
  • User Management
  • Virtual Assistant
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations13
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

MT
AvatarImg

Michael T.

Financial Services, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Good product, but support needs to improve

Reviewed 2 years ago

Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve

Pros

Easy to setup and get started, mostly conforms to ITIL standards

Cons

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

MT
AvatarImg

MRUDUL T.

Media Production, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Under Utilization Of Tool And Almost No Support From Vendor

Reviewed 5 years ago

The tool provides with various features of which we at our company are using only Incident Management & Change Request Feature, there are other various features which are available like Asset management, but since there is no one from support team working or timely feedback taken from customer for improvement the tool is very much under-utilized.

Pros

Incident management report which is very critical as being part of service delivery

Cons

Product support from vendor is not upto the mark

SW
AvatarImg

Simon W.

Education Management, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Great service desk product... Feature rich, easy to use and excellent value for money.

Reviewed 7 years ago

Reduced cost and greater efficiency within the ICT support process.

Pros

- Easy asset management and auditing. - Simple service request process. - Fantastic business process automation.

Cons

- Frequent software updates. - Licensing limitation on assets. - Remote control doesn't work for all platforms

AR
AvatarImg

Verified reviewer

Construction, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Impressive capabilities

Reviewed 6 years ago

Feature-rich capabilities around incident/problem management as well as service request/project management. I also like the contract management feature and was impressed at how easy and flexible the inventory management was.

Pros

Service Desk surprisingly has a ton of features packed into well laid-out screens. It was competitively priced, as well.

Cons

I haven't really found anything I don't like. The more familiar I became, the easier it was to use advanced features.

JP
AvatarImg

James P.

Information Technology and Services, 1-10 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Future rich Support Platform

Reviewed 5 years ago
Pros

It enabled us to access a wide range of features that would other wise require additional software and infrastructure which would otherwise translate to more costs. Having: Incident management, Problem management, Change management, IT project management, Service catalog, Asset management and CMDB under one roof is quite a plus.

Cons

The licensing for pro versions is a bit steep for startups.

AvatarImg
AvatarImg

Sergio D.

Information Technology and Services, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

A complete, easy to deploy and use, customizable service management solution

Reviewed 2 years ago

We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

Pros

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

Cons

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

AR
AvatarImg

Verified reviewer

Banking, 1,001-5,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

"The Best HelpDesk Managing System"

Reviewed 3 years ago

ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with ManageEngine ServiceDesk Plus.

Pros

There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext.

Cons

There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner.

Bo
AvatarImg

Bill o.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

Reviewed 6 years ago
Pros

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Cons

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

AR
AvatarImg

Verified reviewer

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Good service desk program on the market

Reviewed 6 years ago

quick and automatic assets discovery

Pros

it software offers good contract and assets management service in the organization , The software functionality is pretty good with excellent program executable speed and does not consume large memory The service desk API gives customers full control to automate and integrate with other applications

Cons

This application has taken long to be updated and include more features and functions. Include training tutorials for each function to ease understanding of all features in the software

AR
AvatarImg

Verified reviewer

Machinery, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

A bit separated but getting better

Reviewed 3 years ago

Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.

Pros

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Cons

Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.

SB
AvatarImg

Sarah B.

Farming, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Complex and probably more than we needed!

Reviewed 2 years ago

Indifferent. I am sure it works well for many, just was not a good fit for our use.

Pros

It definitely had a lot of capabilities but me and my team found it hard to navigate as well as hard to communicate with the Customer Service

Cons

It was just very busy. Not very user friendly for our use.

DD
AvatarImg

David D.

Nonprofit Organization Management, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

User Experiance

Reviewed 2 years ago

Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management....

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

ES
AvatarImg

Edgar S.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Awesome Ticketing System

Reviewed 5 years ago

Overall this software is a great ticketing system, i would recommend this to my colleagues.

Pros

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Cons

The software is really robust and offers a lot, i don't have anything to complain about.

PZ
AvatarImg

Peter Z.

1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

The application allows you to reduce the cost of technical support

Reviewed 6 years ago
Pros

Thanks to ServiceDesk, we were able to significantly reduce the material costs of technical support. Thanks to the automation of some processes, the efficiency of customer service has significantly increased.

Cons

Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

AR
AvatarImg

Verified reviewer

Retail, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Great product for its money

Reviewed a year ago

Overall this product is really well made and compared to its competitors is really well priced.

Pros

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Cons

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

AvatarImg
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Dennis S.

Information Technology and Services, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

It managed service with Manage engine

Reviewed 5 years ago
Pros

Asset discovery for networked equient. Takes it assets management to the next level

Cons

Inability to expand asset management to non it equipment.

AR
AvatarImg

Verified reviewer

Education Management, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Works well for us.

Reviewed 5 years ago
Pros

Very easy to manage, when purchasing email to ticket was a big feature for us. However, many other options now have that too. Like the ease of use for users.

Cons

Tried the asset management and didn't really work for us.

AR
AvatarImg

Verified reviewer

Aviation & Aerospace, 10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an Exceptional software

Reviewed 3 years ago

Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management.

Pros

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

Cons

It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding.

AR
AvatarImg

Verified reviewer

Hospital & Health Care, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Servicedesk+

Reviewed 6 years ago

Servicedesk got lots of improvements since we started using it in 2014. It’s getting better.

Pros

Covers all aspects of ITIL and has lots of options to manage the servicedesk

Cons

Assets management needs lots of work to make it dynamic and easy to use.

DM
AvatarImg

Daniel M.

Banking, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

A helpdesk tool that fits my organization's needs

Reviewed 6 years ago

Better helpdesk management

Pros

The technical support is extremely helpful. The support team is always available to attend to any queries I may have.

Cons

None! The software has weekly releases which addresses any vulnerabilities that may be in the system.

ON
AvatarImg

Ofentse N.

Retail, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

ManageEngine Service Desk Plus - Great helpdesk solution

Reviewed a year ago

We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Pros

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Cons

There is nothing really we have not liked so far with the product.

nj
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nijo j.

Real Estate, 201-500 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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ManageEngine ServiceDesk Plus

Easy for tool for in house helpdesk management

Reviewed 7 years ago
Pros

Desktop and Online clients. Email to service request feature service tickets will be automatically created if CC the service desk email

Cons

Custom report creation is not that good and there is no access configuration for reports. I can access reports created by my colleagues without their permission UI looks bit outdated.

AR
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Verified reviewer

Information Technology and Services, 501-1,000 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

Best Service desk Software

Reviewed 5 years ago

We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Pros

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff

Cons

+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth for money)

SH
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Stephen H.

Construction, 501-1,000 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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ManageEngine ServiceDesk Plus

Not impressed

Reviewed 4 years ago

Again, this was not a pleasant experience.

Pros

Fairly easy to configure and the workflow makes sense.

Cons

Support is non-existent and management shows no interest in retaining customers. Updates will wipe out data.

BS
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Boyang S.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Reviewed a year ago

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Pros

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Cons

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.