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ManageEngine ServiceDesk Plus vs Spiceworks Cloud Help Desk 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

Keep track of everything that’s happening on your network – from when a user installs a piece of software they shouldn’t...

  • 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

Free

  • 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

4.4

560

5

4

3

2

1

287

213

48

11

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
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

This tool has been great for us. It’s very user friendly which was better then other ticketing systems we looked at.
I loved this as a startup MSP and i used it for many many years. The inventory control was an awesome add on as well as the help desk.
Spiceworks is a wonderful 'all-in-one' helpdesk solution. Providing monitoring, tickets, resource planning, wonderful community and it's all FREE.

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

The lack of expansion, the inability to associate it with a proper SQL server instead of their SQLite DB, which caused massive slowdowns as we got more tickets and became a larger organization.
Emails sent to Spiceworks are converted to plain text with attachments, so tables and in-line images are lost.
It does lack some features that you get from a paid alternative such as Autotask,, things such as integrating into an RMM system.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review15 days ago

Key features

  • Total features79
  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcoding/RFID
  • Baseline Manager
  • CMDB
  • Call Center Management
  • Capacity Management
  • Change Management
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Connectivity Management
  • Contract/License Management
  • Cost Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Depreciation Management
  • Diagnostic Tools
  • Disposal Management
  • Document Management
  • Document Storage
  • Email Management
  • Email Templates
  • For Websites
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Analysis
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Reporting
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Root Cause Analysis
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third-Party Integrations
  • Uptime Reporting
  • Web Traffic Reporting
  • Workflow Configuration
  • Workflow Management
  • Total features55
  • API
  • Access Controls/Permissions
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcoding/RFID
  • Baseline Manager
  • CMDB
  • Call Center Management
  • Capacity Management
  • Change Management
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Connectivity Management
  • Contract/License Management
  • Cost Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Depreciation Management
  • Diagnostic Tools
  • Disposal Management
  • Document Management
  • Document Storage
  • Email Management
  • Email Templates
  • For Websites
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Analysis
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Reporting
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Root Cause Analysis
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Third-Party Integrations
  • Uptime Reporting
  • Web Traffic Reporting
  • Workflow Configuration
  • Workflow 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 integrations12
  • 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

TM
AvatarImg

Tinashe M.

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 recommend10/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

The future of service Desk

Reviewed 4 years ago

Great solution to seamlessly manage tickets with reporting that is comprehensive.

Pros

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Cons

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

AvatarImg
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Matthew S.

Hospital & Health Care, 201-500 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

Making Help Desk Easy

Reviewed 5 years ago

Our IT team is liking the help desk software. Coming from using an in-house custom help desk, it has taken a little time to learn, but it is pretty easy to figure out how it works.

Pros

ServiceDesk Plus is easily the most customizable help desk software our IT team has ever used. The ability to create custom ticket templates, add service categories, and integration with Active Directory make it great. Managing the tickets is easy as well. When one closes a ticket, the steps used to resolve the issue can be added to the Resolution database to make it easy to go back and see how to fix the same issue if it happens again.

Cons

The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.

SB
AvatarImg

Saleh B.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

One of the BEST

Reviewed 10 years ago

Full integrated Help Desk solution with remote support capabilities and assets inventory "Require additional license"

Pros

No pros were added to this review

Cons

No cons were added to this review

GV
AvatarImg

Gerardo V.

Information Technology and Services, 11-50 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

A very customizable ITSM tool

Reviewed 2 years ago

ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

Pros

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Cons

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

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Pablo K.

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

Excellent. A User Friendly Complete solution.

Reviewed 6 years ago

Managing IT Requests in a properly way is leting us to focus on major projects at the company

Pros

Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great.

Cons

I would like to see more templates for regular requests. And I suggested marketing team to provide customers help with onboard materail

AG
AvatarImg

Austin G.

Accounting, 501-1,000 employees

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

Not ready for Enterprise or Cloud

Reviewed 6 years ago
Pros

This tool has a good number of out-of-the-box workflows, alerts and templates for tickets. It was quick and has an easy-to-use administration menu.

Cons

For those looking for a Help Desk solution that you can heavily automate, this is not the answer. That is especially true if you're looking to have the solution hosted in the cloud. The SaaS version did not allow for script execution against on-prem nodes; only the on-prem version can do this. Reporting requires an additional cost as well.

BZ
AvatarImg

Brandon Z.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Got our help desk working

Reviewed 7 years ago

We did not have a help desk software and this got us up and running without any problems. It is running good to this day.

Pros

No pros were added to this review

Cons

No cons were added to this review

KK
AvatarImg

Kevin K.

Machinery, 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

ServiceDesk Plus Works and a great price

Reviewed 5 years ago

They are ol' reliable and they get the job done. I'm happy to continue to use them.

Pros

It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.

Cons

Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.

AR
AvatarImg

Verified reviewer

Information Technology and Services, 501-1,000 employees

Used daily for 1-2 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

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)

CZ
AvatarImg

Christina Z.

Information Technology and Services, 5,001-10,000 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

Reviewed a year ago
Pros

Great ITSM tool, lightweight and efficient platform. Integrate Service Desk Cloud into your own environment without hassle. Really easy to configure, deploy and therefore quick to start using. Covers everything we needed incidents, requirements, administration, SW licenses and other functionality.

Cons

We would appreciate perhaps just a customization of the categories in the inventory, that would be a nice feature. Otherwise I have nothing to complain about, I was satisfied with the use, good price/performance ratio.

NZ
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Nick Z.

Public Policy, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

You get what you pay for

Reviewed 6 years ago

When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pros

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

AR
AvatarImg

Verified reviewer

Warehousing, 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 recommend9/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Impressive Value

Reviewed 3 years ago

Overall this is a product I would highly recommend for companies that are starting on their journey into ITSM

Pros

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Cons

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

AS
AvatarImg

Alex S.

Management Consulting, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

ManageEngine ServiceDesk Plus logo

ManageEngine ServiceDesk Plus

Lots of useful features; But counter-intuitive and clunky overall

Reviewed 6 years ago

We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply...

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

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.

AR
AvatarImg

Verified reviewer

Insurance, 11-50 employees

Used other 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

Issue Tracking Software

Reviewed 3 years ago

Manage engine service desk is great fro tracking user issues

Pros

I like that I can log my issue and support can attend to it immediately after receiving the email notification.

Cons

I would like this software to also be able to be accessed by external customers so that they can also log their queries

SG
AvatarImg

Stuart G.

Health, Wellness and Fitness, 501-1,000 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

Great value for money and after-care

Reviewed a year ago

Excellent. We use this not only for IT but have a seperate instance for our facilities team which have had great success in migrating from an expensive, over the top FM platform.

Pros

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Cons

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

AR
AvatarImg

Verified reviewer

Information Technology and Services, 51-200 employees

Used weekly for 1-2 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

The Best ITIL Helpdesk

Reviewed 4 years ago

Service Desk Plus is very easy to use and simple to install

Pros

I especially like the fact that I can see a listing of all tickets generated. I can categorize these by open tickets, closed or on hold. It also has a projects module that you can use and it is quite elaborate. The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice.

Cons

I think adding a portal for external customers will make this solution the best in its industry

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Dale O.

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

With several tech's its priceless, A one stop shop and integrates well with Desktop Central.

Reviewed 6 years ago
Pros

The effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech.

Cons

Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated.

AG
AvatarImg

Amber G.

Medical Devices, 501-1,000 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

Service Desk Plus

Reviewed 5 years ago

My experience with Service Desk Plus has been great! I love how customization this software is especially for our industry. It's so easy to keep track of my tickets.

Pros

Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system.

Cons

I don't have any cons for this software.

ZG
AvatarImg

Zolyn G.

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

It is a very good experience for me with service desk plus as it is easy to use

Reviewed 6 years ago
Pros

I like the fact that service desk plus is so simple and easy to use. For someone like me that takes a long time to learn stuffs i was able to learn how tp use this in a short time.

Cons

There is nothing that i like least about the service desk plus as all the features are awesome and well done.

AR
AvatarImg

Verified reviewer

Information Technology and Services, 1-10 employees

Used other 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

My Problems Solved Quicker

Reviewed 3 years ago

ServiceDesk Plus is a great tool to use internally for support calls

Pros

I like that I can track progress being made by IT through email notifications. I can also easily submit a ticket through the online portal

Cons

Nothing. Service desk has allowed us to get transparent support from our IT techs and this has solved a lot of headaches.

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.

AR
AvatarImg

Verified reviewer

Utilities, 1,001-5,000 employees

Used daily for 6-12 months

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

Using Service Desk Plus

Reviewed 5 years ago

Ticketing portion is great, but service desk has to be programmed properly (i.e. encoding holidays for the succeeding years)

Pros

Ticketing Tool is very helpful as it reflects specifically where or to whom the ticket / request has been assigned to.

Cons

Cumbersome to program for the back end. i.e. New Holidays encoded will not be automatically reflected in existing tickets. Manual intervention is still needed.

nj
AvatarImg

nijo j.

Real Estate, 201-500 employees

Used daily for 1-2 years

Review source

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.

II
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IIS I.

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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ManageEngine ServiceDesk Plus

Manage Engine Service Desk Issues

Reviewed 10 years ago

Please visit the link for ManageEngine ServiceDesk Plus review. http://itsolutionsbyme.blogspot.in/2014/11/manage-engine-service-desk-issues.html Regards, IIS

Pros

No pros were added to this review

Cons

No cons were added to this review

AO
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Adam O.

Primary/Secondary Education, 51-200 employees

Used daily for 2+ years

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

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Spiceworks Cloud Help Desk

All in one location for your IT Needs

Reviewed 6 years ago
Pros

Cost is obviously a plus (free!!) and it offers a ton of great tools from IP scanner, inventory, helpdesk and of course their community

Cons

Somewhat slow if installed on VM and a little tricky to get installed and setup and running properly

PL
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Paul L.

Electrical/Electronic Manufacturing,

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

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Spiceworks Cloud Help Desk

Spiceworks - Full Featured IT Suite, Free

Reviewed 9 years ago
Pros

Spiceworks has an excellent product that is continuously evolving. The full featured suite give any IT professional the ability to use one module, several modules, or all the modules to meet their needs. New versions come out at least once a year with updates more frequently. Part of the evolution has been to a hosted, cloud based solution as an option for IT professionals who don't want to pay...

Cons

Spiceworks moves the product forward, but sometimes they don't come back to the basics of what makes the software great. Adding new features can be a plus, but enhancing old features is very important as well.

TP
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Tyrone P.

Used weekly for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Spiceworks Cloud Help Desk

Free helpdesk with everything you need to succeed

Reviewed 6 years ago
Pros

The community is very reliable and knowledgeable. That alone is what makes Spiceworks stand out. Users love the assistance and solutions, plus the ease of submitting tickets with a couple clicks.

Cons

I can't think of any. If you've got a smaller business with limited funds, this would be perfect to keep overhead low.

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Sithembele K.

Information Technology and Services, 1-10 employees

Used daily for 1-2 years

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

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Spiceworks Cloud Help Desk

Best out of the box

Reviewed 6 years ago

The need for a good helpdesk system is very important for any organization that offers customer support. I recommend and deploy Spiceworks to most of my clients.

Pros

The setup of spiceworks is easy and you do not even need to be an IT professional. There are plenty of modules you can apply to add more functionality plus it is completely free!

Cons

You cannot easily make your own modifications without going into code. It requires a little more coding experience.

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David S.

Machinery, 11-50 employees

Used weekly 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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Spiceworks Cloud Help Desk

Excellent Resource On A Budget!

Reviewed 5 years ago

The IT Help Desk has certainly saved us time and given us peace of mind as to what devices we have on our network and what they're up to.

Pros

It offered an excellent IT resource for tracking devices and getting a general overview and sense of control regarding the devices on our network/domain. Before we used to store inventory data in an Excel spreadsheet and rely on someone to update that accordingly. Now, thanks to the network scan and server level service running, we can easily stay up to date on what PC needs updates, user changes to the system, and security warnings.

Cons

I wouldn't recommend installing the service on a heavily used machine (a personal one or IT staff PC) because it can hog memory when it's doing it scans. Plus the PC has to be on the network to run the scan so even if you schedule the scan to run overnight if you have a laptop it would be pointless if you take it home with you. Install it on a service terminal or server

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james c.

Entertainment, 10,001+ employees

Used other for 2+ years

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

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Spiceworks Cloud Help Desk

Outstanding, absolute as well as complete helpdesk software

Reviewed 5 years ago

I would say it is the most outclass software that can be used in a best way for keeping picture of hardware inventory update. Furthermore, it can be utilized for serving the purposes of internal auditing.

Pros

I would say it is the most fantastic way of monitoring numerous devices quickly and easily. It is the most user-friendly software. I love its interesting features and dashboard through which we can easily see the frequency of open as well as closed tickets. Moreover, another plus point is that of using this software is that we do not have to worry about using our important data as it has the option of saving history also that can be reviews anytime.

Cons

Spiceworks Network Monitor is one of the best IT tools. When I started using this tool it was a little difficult to learn, but it did not take long for becoming me an expert of having a great command. Now I feel this is the best network monitoring tool I have ever used that does not keep cons.

CG
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Cary G.

Transportation/Trucking/Railroad, 201-500 employees

Used daily for less than 6 months

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

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Spiceworks Cloud Help Desk

Spiceworks Help Desk and Network Monitor

Reviewed 8 years ago

Spiceworks Help Desk is great for free. not perfect but we have been running it for 4 1/2 years and expanded from help desk into inventory, (which is great because then you can tag assets into the tickets) and also into the purchasing module. the purchasing module needs some work and has for sometime, despite my input contributions from my supply chain and procurement background before I joined IT. It has gotten a bit slow over the years and spiceworks answer was to deploy it on a physical server, which of course we said no. We have 17100 plus tickets in the system now. It has sped up a bit with recent updates, but all in all we are very happy with it and have replaced solor winds with the network monitor.

Pros

Free and effective nice integration with inventory and depreciation changes. Great dashboard that we use in the office for ownership and management.

Cons

a bit slow in the searches. purchasing module needs improvements

DP
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Demitri P.

Computer Software,

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

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Spiceworks Cloud Help Desk

Essential to my daily function

Reviewed 9 years ago
Pros

This is a free product, which in itself is impressive when you consider what you are being offered. In addition to a customizable ticketing system, you are given an inventory system, and a newly added network monitoring function which so far has been nothing short of impressive (Until now I have been using PRTG Monitor, which in itself is a wonderful tool, but not free.) The initial setup is very easy,...

Cons

Plugin compatibility. Some older plugins may no longer work well with newer version of the software, as well as some of the newest plugins requiring the latest update, but these are just minor nitpicks.