ManageEngine ServiceDesk Plus Features

ManageEngine ServiceDesk Plus

Cloud IT Help Desk Software

4.31/5 (158 reviews)

ManageEngine ServiceDesk Plus Features In Depth

Helpdesk Management

ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.

Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.

IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.

Asset Management

The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.

Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.

IT Project Management

The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.

A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.

Change Management

When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.

Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.

Predefined and Custom Reports

ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.

Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Archiving & Retention
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
Availability Management
Barcoding/RFID
CMDB
CRM
Call Center Management
Categorization/Grouping
Change Management
Change Order Management
Charting
Check-in/Check-out
Client Portal
Collaboration Tools
Commenting/Notes
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Contract/License Management
Cost Tracking
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Depreciation Management
Dispatch Management
Disposal Management
Document Management
Document Storage
Email Management
Email Templates
Employee Self Service
Feedback Management
File Sharing
Full Text Search
Gantt/Timeline View
Help Desk Management
IT Asset Management
IT Incident Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Lead Distribution
License Management
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Point of Sale (POS)
Portfolio Management
Prioritization
Problem Management
Procurement Management
Project Management
Project Planning/Scheduling
Project Workflow
Projections
Purchase Order Management
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Requisition Management
Resource Management
Risk Management
Routing
SMS Messaging
Scheduled / Automated Reports
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Time & Expense Tracking
Timer
Timesheet Management
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Archiving & Retention
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
Availability Management
Barcoding/RFID
CMDB
CRM
Call Center Management
Categorization/Grouping
Change Management
Change Order Management
Charting
Check-in/Check-out
Client Portal
Collaboration Tools
Commenting/Notes
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Contract/License Management
Cost Tracking
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Depreciation Management
Dispatch Management
Disposal Management
Document Management
Document Storage
Email Management
Email Templates
Employee Self Service
Feedback Management
File Sharing
Full Text Search
Gantt/Timeline View
Help Desk Management
IT Asset Management
IT Incident Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Lead Distribution
License Management
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Point of Sale (POS)
Portfolio Management
Prioritization
Problem Management
Procurement Management
Project Management
Project Planning/Scheduling
Project Workflow
Projections
Purchase Order Management
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Requisition Management
Resource Management
Risk Management
Routing
SMS Messaging
Scheduled / Automated Reports
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Time & Expense Tracking
Timer
Timesheet Management
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Archiving & Retention
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automatic Lead Distribution
Availability Management
Barcoding/RFID
CMDB
CRM
Call Center Management
Categorization/Grouping
Change Management
Change Order Management
Charting
Check-in/Check-out
Client Portal
Collaboration Tools
Commenting/Notes
Compliance Management
Compliance Tracking
Configuration Management
Contact Management
Contract/License Management
Cost Tracking
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Extraction
Data Import/Export
Depreciation Management
Dispatch Management
Disposal Management
Document Management
Document Storage
Email Management
Email Templates
Employee Self Service
Feedback Management
File Sharing
Full Text Search
Gantt/Timeline View
Help Desk Management
IT Asset Management
IT Incident Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Lead Distribution
License Management
Maintenance Management
Maintenance Scheduling
Milestone Tracking
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Network Monitoring
Patch Management
Percent-Complete Tracking
Performance Metrics
Point of Sale (POS)
Portfolio Management
Prioritization
Problem Management
Procurement Management
Project Management
Project Planning/Scheduling
Project Workflow
Projections
Purchase Order Management
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Reporting/Project Tracking
Requisition Management
Resource Management
Risk Management
Routing
SMS Messaging
Scheduled / Automated Reports
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Third Party Integrations
Time & Expense Tracking
Timer
Timesheet Management
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


34 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


176 reviews

ManageEngine ServiceDesk Plus Feature Reviews

25 reviewers had the following to say about ManageEngine ServiceDesk Plus's features:

Wanzi P.

ManageEngine ServiceDesk Review

2021-04-29

It has helped the organisation in improving its internal complaint handling processes and provides resolution statistics which are used in decision making.

Pros

It was very easy to setup and easy to use by non-admin users for complaint reporting, monitoring and tracking.

Cons

The software tends to be slow when accessed over the network during peak hours.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 501-1000 employees)

Best Service desk Software

2019-02-13

Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Pros

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)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 201-500 employees)

It´s a great product helps me keep all my issues with customers organized

2018-06-13

its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

Pros

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Cons

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Warehousing company, 201-500 employees)

A great full featured service desk application.

2018-04-26

Pros

Approval/workflow. Mobile app.

Cons

User Interface and lack of customization of look and feel.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

Great ITSM Software with on-prem and Cloud options!

2018-03-29

Pros

Also includes automation features, mobile access, reports configuration, and asset management.

Cons

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Basil M.

Verified Reviewer

Exactly as they advertise. Big 4's are a pain.

2015-12-03

We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application.

Pros

The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications.

Cons

Provide a searchable menu.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
nijo j.

Easy for tool for in house helpdesk management

2017-09-06

Pros

Email to service request feature service tickets will be automatically created if CC the service desk email

Cons

I can access reports created by my colleagues without their permission UI looks bit outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Austin G.

Not ready for cloud

2019-07-11

Pros

ManageEngine comes out of the box with a number of pre-built workflows that can minimize time required for implementation and it integrates directly with TeamViewer which can be a huge benefit for technicians who frequently perform remote support.

Cons

Sadly, the ability to execute reports requires a third party tool at an extra cost.

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Tinashe M.

The future of service Desk

2020-07-24

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

Pros

It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
MRUDUL T.

Under Utilization Of Tool And Almost No Support From Vendor

2019-06-04

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Stephen H.

Not impressed

2020-02-20

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Banking company, 1001-5000 employees)

"The Best HelpDesk Managing System"

2021-06-30

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Zia K.

Value for Money

2016-10-12

End Less Custom Integrations can be done using Custom Triggers.

Pros

More advanced Features like Field and Form Rules

Cons

UI, Less API

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering ManageEngine ServiceDesk Plus

UI is bit old but all your requirements will be fulfilled.

Source: Capterra
Helpful?   Yes   No
Read more
RAJESH G.

Fantastic experience

2018-04-08

all benefits which you need from a good quality product required for IT infra monitoring..

Pros

Software is good for monitoring and management of IT Infrastructure, low cost product with high qaulity

Cons

software needs to improve upon the bugs closure to make it a world class monitoring and management software

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 501-1000 employees)

Servicedesk product at an affordable price

2020-05-24

Pros

Reports can be exported into multiple file formats.

Cons

The interface could have been much much better.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

The software works really good once you configure it according to your needs.

2018-07-02

Incident and problem management is easier now compared to the previous IT management software I used.

Pros

For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Debby W.

ManageEngine Service Desk Plus

2017-09-13

It is an excellent tool for any IT Service Desk.

Pros

Excellent reporting and workflow.

Cons

Manual implementation of business rules - no functionality to import the rules.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
jay g.

Configuration Management done right

2016-10-07

There's alternatives in the space, but ManageEngine has been around for a long time, and provides traditional interfaces to monitoring, code review, and infrastructure management.

Rating breakdown

Value for money
Ease of use
Features
Source: Capterra
Helpful?   Yes   No
Read more
Dean R.

ManageEngine Servicedesk Plus

2021-04-15

Great for ticketing and asset management.

Pros

Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Cons

Asset database is too easy to let get outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Construction company, 1001-5000 employees)

Impressive capabilities

2018-06-28

Feature-rich capabilities around incident/problem management as well as service request/project management.

Pros

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

Cons

The more familiar I became, the easier it was to use advanced features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kiran K.

Its just awesome

2018-04-27

This save my time a lot

Pros

Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Cons

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Othman D.

I have been using Service Desk for over 3 years now. It is easy to use, nothing complicated.

2018-04-04

This is an essential tool for our operations.

Pros

I like to ability to manage change control, incidents and assign tasks, drop notes.

Cons

Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Freddy R.

It allows controlling the user and task requirements of the support analyst.

2018-02-12

Pros

The reports and graphics that can be generated and programmed.The collected information is easy to consolidate to generate the respective reports

Cons

The search options are complicated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Education Management company, 51-200 employees)

Works well for us.

2019-01-23

Pros

Very easy to manage, when purchasing email to ticket was a big feature for us.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Alex S.

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

2018-10-04

The project management piece is an absolute joke.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Software Advice
Helpful?   Yes   No
Read more