# ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is ManageEngine ServiceDesk Plus the right Incident Management solution for you? Explore 230 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 (230) 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 230 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 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 VR Verified Reviewer System Administrator Insurance Used the software for: 1-2 years ### "Simple, Reliable, and Easy to Work With" May 5, 2026 4.0 ServiceDesk Plus has been reliable and easy to work with. It handles tickets, assets, and automation well, and once everything is set up, it makes daily support work smoother and more organized. Pros Easy to use, customizable, and great for tracking tickets. Automation saves time, asset management works well, and reporting makes it simple to see team performance. Cons Some features feel a bit clunky, and a few settings take longer to configure than they should. Occasional bugs can slow things down, and updates sometimes change things without clear explanation 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 JL James L. Chief Technology Officer Financial Services Used the software for: 2+ years ### "Reliable and Expressive" December 27, 2023 5.0 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. Pros 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. Cons It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing ManageEngine ServiceDesk Plus Cheaper, better, reliable, customizable and product support is great. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on. Review Source BS Boyang S. Junior Data Integration Developer Information Technology and Services Used the software for: 1-2 years ### "ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution" March 3, 2023 5.0 Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment. Pros ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services. Cons One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow. Switched from [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) ManageEngine ServiceDesk Plus offers a great combination of features and capabilities for an ITSM solution. It is more user-friendly than many of its alternatives, and its automation capabilities can help to streamline the service request process. Additionally, the reports it generates are comprehensive and provide great insight into the performance of our IT services. 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 IP ISHWARI P. Trainee Information Technology and Services Used the software for: Less than 6 months ### "ManageEngine Service Desk Plus: Shortcomings, strengths and Suitability." April 16, 2025 5.0 Pros 1) For non-technical users also easy navigation. 2) Helps organization align with modules like incident, problem, change, asset management. 3)Technician and end users can manages tickets it improves responsiveness. Cons 1) Requires fine-tuning to avoid Email/SMS alerts can be too frequently or lack filtering. 2) Mobile app limitations lack some features from the desktop version. 3)Requires time and efforts to utilize all features. 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 MIS Director Mental Health Care Used the software for: 2+ years ### "Sdplus is a fantasitic IT ticketing system at a great price. " March 27, 2023 5.0 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. Pros 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. Cons There are so many features, initial setup can take a while to configure everything. Review Source NJ Nathan J. Head of Infrastructure and Networks Insurance Used the software for: 2+ years ### "Good Cloud Based Service Desk" June 6, 2023 4.0 As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult. Pros Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable, Cons Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Review Source VR Verified Reviewer Systems Support Engineer - Managed Services Information Technology and Services Used the software for: 1-2 years ### "Best Service desk Software" February 13, 2019 5.0 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) Review Source AF Alagie F. IT administrator Assistant Manager Telecommunications Used the software for: 2+ years ### "My experience with ManageEngine ServiceDesk" February 19, 2024 5.0 Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly. Pros What I like most is creating different user groups with different roles. Cons There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest. Reason for choosing ManageEngine ServiceDesk Plus ManageEngine is more user-friendly and, after going through the testing phase, we concluded that it is more suitable for our infrastructure. Review Source ŁP Łukasz P. IT Infrastructure Specialist Consumer Electronics Used the software for: 2+ years ### "Central and highly customizable ticketing system for the entire organization" November 7, 2022 4.0 Central and highly customizable ticketing system integrated with the monitoring OpManager system Pros Very simple and intuitive graphical user interface, highly customizable Cons Notorious problems with application updates Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing ManageEngine ServiceDesk Plus Integration with the monitoring system Switched from [OTRS](https://www.capterra.com/p/127284/OTRS/) There are no more advanced options in OTRS Review Source SBS Setu Bandhan S. Senior Network Administrator Banking Used the software for: 6-12 months ### "Nice product" March 20, 2024 4.0 Pros Customization possible as per the company policy Cons i would say the price and tech support needs to be improved Review Source NV Nithin V. Cooperate IT manager Hospitality Used the software for: 2+ years ### "Excellent ITIL Ticket management tool free for 5 Technicians" April 5, 2023 5.0 Pros Excellent ITIL Ticket management tool free for 5 Technicians Cons Need to pay extra for additional technicians other than 5 Reason for choosing ManageEngine ServiceDesk Plus Legacy Review Source Billy W. IT Systems Specialist Retail Used the software for: 2+ years ### "Among the top" March 7, 2018 5.0 Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another. Pros Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features. Cons Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled. Review Source MOK Motwakil Osman K. Senior System Engineer Oil & Energy Used the software for: 6-12 months ### "ManageEngine Service Desk review " January 20, 2024 5.0 A very good experience helped me alot with inventory Pros Ticketing system is top and every aspect is covered Cons A little difficult to implement for beginners Alternatives considered [Zabbix](https://www.capterra.com/p/135902/Zabbix-Monitoring-Solution/) Reason for choosing ManageEngine ServiceDesk Plus Easier and more rich and customer support Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.