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ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests
Track-It! is a <b>help desk software</b> and <b>asset management</b> application designed to help small to medium sized companies automate and streamline their Help Desk and Asset Management operations. . Track-It! integrates with key areas of your business model so you can manage multiple business operations and support processes all at once from the one centralized system.
Starting from
16
/user
Per month
Starting from
995
One-time payment
Pros
Pros
Cons
Cons
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Verified reviewer
Computer Software,
Used daily for 2+ years
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All around tracking for my helpdesk ticketing
Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.
High cost when inspecting other solutions that might bring to the table less features but cost less expensive.
Mike S.
Paper & Forest Products, 1,001-5,000 employees
Used daily for 2+ years
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it has been an invaluable tool these past years to keep track of our helpdesk tickets.
The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.
You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.
Verified reviewer
Used daily for less than 6 months
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Incident and problem management is easier now compared to the previous IT management software I used. 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.
For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly. It provides a great level of detail and it makes very easy for both clients and technicians to track the progress of the equests.
This IT management software provides many tools and options you won't find in similar software but the configuration process could be a little less complex and more user friendly. All things considered, I think ServiceDesk Plus is one of the best IT management software on the market right now.
Ricardo D.
Legal Services, 501-1,000 employees
Used daily for 1-2 years
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We used it as a ticket system for IT but overall did not like the experience.
It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well
There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently
Herman A.
Broadcast Media, 501-1,000 employees
Used daily for 2+ years
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We cant run ICT support without this tool, its the core of our support system
Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved
Its more effective working alongside other zoho products which have to be purchased separately
Patrick M.
Used daily for less than 6 months
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With a fairly small IT department and an ever growing user base this software helps us keep track of our IT tasks including Helpdesk support requests and IT purchases.
It can be a little convoluted to setup, but with software this complex and feature rich that is really to be expected.
Verified reviewer
Hospital & Health Care, 201-500 employees
Used daily for less than 6 months
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It is relatively straightforward to use. There are a lot of features but those are not as simple to figure out. I am using it to track IT requests for our healthcare company.
I would like more options for status classification. And better communication with the ticket sender.
Verified reviewer
Information Technology and Services, 1-10 employees
Used other for 6-12 months
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ServiceDesk Plus is a great tool to use internally for support calls
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
Nothing. Service desk has allowed us to get transparent support from our IT techs and this has solved a lot of headaches.
Boyang S.
Information Technology and Services, 51-200 employees
Used daily for 1-2 years
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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.
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.
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.
Melissa G.
Banking, 201-500 employees
Used monthly for 2+ years
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Overall, the service is good. We are able to track down all issues raised by different individuals and most importantly serves as an audit trail for those whom approved said projects.
It's functionality is really great to keep track of all customer support issues. The fact that we are able to track down not only the support tickets open but also the person who approved said ticket is awesome.
The only improvement I'd have is that the software can be quiet confusing for the user when it comes to selecting from the many options of "reason for ticket". Maybe make the language more non-techy for those that do not know IT well.
Amber G.
Medical Devices, 501-1,000 employees
Used daily for 2+ years
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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.
Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system.
I don't have any cons for this software.
Verified reviewer
Aviation & Aerospace, 10,001+ employees
Used weekly for 6-12 months
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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.
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.
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.
David P.
Retail, 201-500 employees
Used daily for 1-2 years
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Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop.
Simplicity
Infinite auto response loop
Dale O.
Used daily for 6-12 months
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The effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech.
Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated.
Miguel N.
11-50 employees
Used daily for 2+ years
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Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!
* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.
This is a great software but updating versions can be a pain, due to the confusing documentation on this matter
Robert W.
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This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.
Very flexible and easy to implement
The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition
Brett E.
Medical Practice, 1,001-5,000 employees
Used daily for 2+ years
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The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.
The software is not the most intuitive and requires some training to really be able to navigate well.
Verified reviewer
Insurance, 10,001+ employees
Used daily for 2+ years
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Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for
ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do
I am not too fond of the general user interface but it gets the job done nonetheless.
Alan H.
Higher Education, 1,001-5,000 employees
Used daily for 2+ years
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When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.
The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.
Angelo M.
Architecture & Planning, 11-50 employees
Used daily for 1-2 years
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Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.
Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.
There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.
Verified reviewer
Mental Health Care, 51-200 employees
Used daily for 2+ years
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Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.
All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.
There are so many features, initial setup can take a while to configure everything.
Jaime Isai O.
Information Technology and Services, 201-500 employees
Used daily for 2+ years
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Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.
More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.
Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.
James L.
Financial Services, 51-200 employees
Used daily for 2+ years
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It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.
It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.
It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.
Erdem A.
Computer Games, 11-50 employees
Used daily for 6-12 months
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ServiceDesk Plus is a very powerful service desk software. The interface is easy to use and is very user friendly. It has an excellent user interface and provides a very efficient and user-friendly support experience. The easy to use interface is very well organized and offers a wide range of options. The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization.
Everything works smoothly, in general I like it. It was a hassle free experience.
Matthew S.
Hospital & Health Care, 201-500 employees
Used daily for less than 6 months
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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.
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.
The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.
Zachary K.
Used weekly for 6-12 months
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The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus
The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.