# ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ManageEngine ServiceDesk Plus the right IT Asset Management solution for you? Explore 229 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews --- ManageEngine ServiceDesk Plus 4.4 (229) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of ManageEngine ServiceDesk Plus Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews EL Edier L Network administratorMarketing and Advertising, 201 - 500 employeesUsed the software for: More than 2 years. “The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license.“ April 15, 2026 YK Yurii K Technical Support SpecialistNon-Profit Organization Management, 501 - 1,000 employeesUsed the software for: More than 2 years. “Maintenance of Linux based version could be a problem if your team is mostly Windows specialist.“ April 9, 2026 AV Ahmet V System Network and İnformation Sec ManagerChemicals, 201 - 500 employeesUsed the software for: 6-12 months. “The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers.“ December 2, 2025 RV Robert V IT ManagerInsurance, 51 - 200 employeesUsed the software for: 6-12 months. “The customization of templates is a but difficult to understand how the layout works.“ April 3, 2025 Austin E CTOInsurance, 51 - 200 employeesUsed the software for: More than 2 years. “Great ticketing system that has a lot of customizable features and ways to import emails into actionable items“ February 25, 2026 IP ISHWARI P TraineeInformation Technology and Services, 501 - 1,000 employeesUsed the software for: Less than 6 months. “Mobile app limitations lack some features from the desktop version.“ April 16, 2025 cq connor q IT Team LeadMedia Production, 201 - 500 employeesUsed the software for: More than 2 years. “Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements“ March 18, 2026 RV Robert V IT ManagerInsurance, 51 - 200 employeesUsed the software for: 6-12 months. “Some fields are not available for reporting such as the description.“ April 3, 2025 ## Showing most helpful reviews Showing 1-25 of 229 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Austin E. CTO Insurance Used the software for: 2+ years ### "Great ticketing system with customizable import systems" February 25, 2026 5.0 Overall experience has been great. Price has always been reasonable for our use case and never had any issues with audits running though them. Pros Great ticketing system that has a lot of customizable features and ways to import emails into actionable items Cons Lack of documentation on the custom formatting of ticket forums can be frustrating if you are trying to setup custom email import rules Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Needed an online platform to access the ticketing system. Review Source cQ connor Q. IT Team Lead Media Production Used the software for: 2+ years ### "Powerful capabilities in the right hands, but requires a lot of front-heavy time and customisation" March 18, 2026 4.0 A very powerful tool that I would advise to any team that wants to implement heavy customisations and process automation whilst keeping associated costs minimal. Pros Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements Cons To fully utilise the automative functions requires some scripting knowledge and skills. The terminology tends to lean away from recognised universal standards, such as in relation to ITIL for the change management features Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ManageEngine ServiceDesk Plus It provided more utility and a better price point for the features offered at the time Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Solarwinds was good for a SOHO environment but the increase in headcount and features required more Review Source VR Verified Reviewer Systems Engineer Program Development Used the software for: 2+ years ### "Support is terrible" April 17, 2020 3.0 Pros Nice interface. Cons We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. 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. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi. Review Source MB Marius B. IT Manager Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "ManageEngine ServiceDesk Plus Cloud - Best ITSM Platform for the price" January 27, 2025 5.0 ME SDPO is probably the best ITSM product I have used in my IT experience so far. It has all the features required, as a single IT professional, but also offer you plenty of expandability, when the team will grow, to easily integrate additional staff into already setup processes. Pros ServiceDesk Plus Cloud has all the features an IT team would ever need from Change/Release Management, Project Management and a complete service catalogue options, while including Asset Management is a fantastic package at an incredibly attractive price. Cons Would like to see a broader range of integrations with other Manage Engine products, especially Remote Access Plus, similarly to Zoho Assist. Currently solutions require you to press the "more..." button in order to see the entire article. Furthermore, there is no built-in Dell Warranty scanning integration, but only a workaround Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ManageEngine ServiceDesk Plus Fantastic value for money, similar trend as any other ManageEngine product. Great customer support and customer satisfaction. A brilliant ITSM platform that allows the IT team to scale up with business needs. Review Source BG Bhavin G. Manager Information Technology and Services Used the software for: 2+ years ### "Service Desk Plus: A Deep Dive into its Highly Customizable Features" March 5, 2025 5.0 Service Desk Plus overall product is good and custom script and trigger function is very useful also release & Change management is useful for every organization. " Pros The technical team is highly supportive, offering custom scripts based on customer requirements at every stage. Additionally, the Change management and release management modules are fully customizable. Cons sometime technical team delay on responses Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Reason for choosing ManageEngine ServiceDesk Plus Customization and easy to integrate with 3rd party monitoring tools. feature roadmap and support. Review Source Justin G. Director of IT Non-Profit Organization Management Used the software for: 2+ years ### "ServiceDesk Plus is Helpful on a Budget" January 6, 2025 4.0 Overall, the experience has been pleasant. ServiceDesk Plus has served its purpose time and time again. Pros ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted. Cons The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks doesn't not support SSO or user provisioning. Review Source YK Yurii K. Technical Support Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Great tool for teams of any size" April 9, 2026 5.0 ManageEngine ServiceDesk Plus is a great tool for teams of any size. It's not only good for ticket management, it's also good for creating reports and asset tracking. Overall it's a good platform for teams of any size. Pros \- ServiceDesk Plus is very user friendly platform. You can train a new user to use it within minutes - It's very customizable. You can create many teams and then create rules for those teams. - Service Desk + is not only a ticketing service, it allows you to run reports, track assets, automate solutions for tickets etc. - Ticket management is very user friendly - you can do manual or automated assignment. - Not the most expensive platform on the market. - Supports SAML sign ins and 2FA which is always good - SD+ has a very good mobile app - Comes in Windows and Linux versions Cons \- ServiceDesk+ has 2 server versions: Linux based and Windows based. Maintenance of Linux based version could be a problem if your team is mostly Windows specialist. This is the only real con I could think of Review Source EL Edier L. Network administrator Marketing and Advertising Used the software for: 2+ years ### "Excelent tool for ticketing, asset management and other related process" April 15, 2026 5.0 The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license. Pros We are working with ManageEngine ServiceDesk Plus first on-presmises and after move to the cloud, the migration was was easy and faster. We don't use all the options available for deployment but is good to know there are there in case the company situation change. Cons We also have Endpoint Central Cloud, and I don't like that we cannot use all remote functionalities available for support in this tool when we have integration, it should be nice to have all those remote alternatives directly in ServiceDesk Plus when we are working on support ticket. Review Source AV Ahmet V. System Network and İnformation Sec Manager Chemicals Used the software for: 6-12 months ### "ManageEngine ServiceDesk Plus" December 2, 2025 5.0 Our overall experience with ManageEngine ServiceDesk Plus has been highly positive. The solution has significantly reduced our operational burden by making our IT service management processes more organised, traceable, and efficient. Its comprehensive capabilities in critical areas such as request management, SLA tracking, automation workflows, and reporting have markedly improved the quality of our daily operations. Its user-friendly platform for both end-users and IT teams has accelerated the adaptation process. Thanks to its stable operational structure and extensive customisation options, it has demonstrated highly successful performance in adapting to our organisational needs. Overall, I can confidently say it is a reliable solution for organisations seeking to professionalise their processes and strengthen their service management. Pros The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers. The ability to easily customise workflows, the powerful automation, and the fact that it enables end-to-end management of requests much more efficiently are significant advantages. Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes. Cons The aspect I would like to see improved in ManageEngine ServiceDesk Plus is that some advanced configuration and integration steps occasionally require additional technical knowledge. Furthermore, making the interface more modern and fluid in extensive customisations could further enhance the user experience. Apart from that, although it has a robust structure overall, improvements in these areas would make the solution even more effective. Review Source CW Callum W. IT System Engineer Business Supplies and Equipment Used the software for: 2+ years ### "Excellent value for money and full of features ticket system" March 25, 2026 5.0 So far the products been great the past few years that we've used it. We've even picked up some of their other products too. Pros The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too. The actual improvement and efficiency of the ticket management is fantastic and super easy to use. Cons At times the product can be slow but when reporting this issue they are fast to fix it and also fast to reply to tickets too. Review Source MT Michael T. Service Delivery Manager Financial Services Used the software for: 1-2 years ### "Good product, but support needs to improve" February 2, 2022 4.0 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 Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing ManageEngine ServiceDesk Plus Best combination of price, configurability, usability Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Limited functionality and was unstable Review Source tS tim S. IT Manager Hospital & Health Care Used the software for: 2+ years ### "Manage Engine is a very good product" September 26, 2025 4.0 never had many issues with the product, its very reliable and consistent to work with. Highly recommend if you have a larger network Pros Product is very resilient and robust the learning curve isnt to steep, user interface is fairly friendly and easy to navigate, Cons honestly biggest drawback ( as all of us know in the it world ) is the cost but when managing networks it is very good Review Source SW Sam W. Helpdesk Manager Financial Services Used the software for: 2+ years ### "Cost effective servicedesk platform" December 13, 2024 4.0 Pros Effective platform, good integrations and a very competitive price Cons The user interface looks dated and can be somewhat unintuitive Review Source KS Kynan S. Administrator Business Supplies and Equipment Used the software for: 2+ years ### "SD+ as a helpdesk tool" July 21, 2024 4.0 Overall, a good product in a sea of expensive options. Pros Setup many years ago, and still in use today. Does all the tasks we require. Cons Can be a bit of a burden to update with only command line automated options. Reason for choosing ManageEngine ServiceDesk Plus Primary choice was based around options vs cost. Review Source JN Joshua N. Applications Specialist Retail Used the software for: 2+ years ### "Great for SMB but future growth needs to be considered" June 16, 2024 4.0 Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised. Pros It does the job and helps us as an office support our retail stores and staff members with any questions and queries. Cons I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source VR Verified Reviewer Senior Engineer Information Technology and Services Used the software for: 2+ years ### "Good ITSM platform for its money" May 21, 2023 4.0 A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it. Pros A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements. Cons Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles. Alternatives considered [Motadata ServiceOps](https://www.capterra.com/p/153905/Motadata/) Review Source AM Angelo M. IT Advisor Architecture & Planning Used the software for: 1-2 years ### "Essential to have IT culture - Following ITIL recommendations" August 17, 2022 5.0 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. Pros 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. Cons 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. Review Source VR Verified Reviewer Service Desk Manger Warehousing Used the software for: 2+ years ### "Impressive Value" May 15, 2021 4.0 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. Review Source SG Stuart G. IT Network & Infrastructure Engineer Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great value for money and after-care" June 23, 2023 5.0 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. Reason for choosing ManageEngine ServiceDesk Plus Cost/Support/Experience with it previously Review Source HA Herman A. Senior Network and Security Administrator Broadcast Media Used the software for: 2+ years ### "ManageEngine ServiceDesk Plus Review" October 14, 2022 5.0 We cant run ICT support without this tool, its the core of our support system Pros Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved Cons Its more effective working alongside other zoho products which have to be purchased separately Reason for choosing ManageEngine ServiceDesk Plus We evaluated and fit our needs perfectly Review Source VR Verified Reviewer Civil Aviation Aviation & Aerospace Used the software for: 6-12 months ### "ManageEngine ServiceDesk Plus is an Exceptional software " April 5, 2021 5.0 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. Review Source RC Raj C. IT Apps Public Safety Used the software for: 2+ years ### "One stop shop for ITIL based efficient Servicedesk" March 13, 2020 5.0 Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product. Pros Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages. Cons Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on. Review Source VR Verified Reviewer Senior Consultant Information Technology and Services Used the software for: 2+ years ### "Servicedesk product at an affordable price" May 24, 2020 4.0 Pros The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats. Cons The interface could have been much much better. Adding of extendedattributes could have been made easier. Review Source DR Dean R. Group Infrastructure Specialist Publishing Used the software for: 2+ years ### "ManageEngine Servicedesk Plus" April 15, 2021 5.0 Great for ticketing and asset management. Pros Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system. Cons The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated. Review Source RC Ryan C. Network Engineer Telecommunications Used the software for: 2+ years ### "ManageEngine ServiceDesk Plus (MSP)" November 19, 2018 4.0 Pros Starts at Free......Need I say more? --- I suppose i do, lol. It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal. Cons Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly. One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that. The support and documentation can also be a bit lacking on details. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.