# Page 3 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is ManageEngine ServiceDesk Plus the right IT Asset Management solution for you? Explore 227 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 (227) 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 # Page 3 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 51-75 of 227 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Sam L. Systems Administrator Financial Services Used the software for: 2+ years ### "Great ticketing system for helpdesk " July 20, 2019 4.0 This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed. Pros Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app. Cons Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks wasn't working correctly and was misreporting assets. TIcket system wasn't user friendly and techs didn't know how to use it, even after training. klunky was the work they used. SD+ is much, much better Review Source VR Verified Reviewer Senior Systems Engineer Machinery Used the software for: 2+ years ### "A bit separated but getting better" February 10, 2021 4.0 Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price. Pros In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option. Cons Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks was getting long in the tooth for our organization as it grew out of being a small business. Review Source Ricardo D. Business Intelligence Team Lead Legal Services Used the software for: 1-2 years ### "Manage Engine Service Desk Review" March 5, 2022 4.0 We used it as a ticket system for IT but overall did not like the experience. Pros It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well Cons 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 Switched from [Microsoft Azure](https://www.capterra.com/p/16365/Azure/) We needed something better to use for a ticket system Review Source BM Basil M. Computer Software Used the software for: 6-12 months ### "Exactly as they advertise. Big 4's are a pain." December 3, 2015 5.0 We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc. Pros 1\. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support. Cons Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'. Review Source VR Verified Reviewer Systems Administor Machinery Used the software for: 2+ years ### "A basic Helpdesk software" January 8, 2021 4.0 I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets. Pros It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well. Cons The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing ManageEngine ServiceDesk Plus It was cheaper and seemed to do the basics we needed it to. 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 AP Ankit P. Technical Engineer Banking Used the software for: 2+ years ### "Keep Track of Issues" November 9, 2023 5.0 Pros ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant. Cons The UI of the application can be improved so it can become more user friendly Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) 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 VR Verified Reviewer Soporte Tecnico Banking Used the software for: 1-2 years ### "ManageEngine ServiceDesk Plus" November 16, 2022 5.0 con esta herramienta, podemos tener el control total de los incidente en nuestra empresa en el area tecnológica , a si como asignar tique correspondiente a cada persona, con su respectivo tiempo de repuesta y prioridad. poder generar informe trimestral para ser medido en base los incidentes resueltos. Pros lo que mas me gusta es el facil manejo a la hora de administrar las categorias, los roles de usuario y prioridades de tiques. Cons hasta ahora no e tenido ningun inconveniente con la plataforma. Reason for choosing ManageEngine ServiceDesk Plus por su efectividad y adaptación a nuestra empresa. Review Source Leia P. NETWORK TECHNICIAN Financial Services Used the software for: 2+ years ### "ManageEngine has Streamlined our Helpdesk!" July 2, 2018 5.0 We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them. Pros It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it! Cons The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users! 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 Alan H. Desktop Support Technician Higher Education Used the software for: 2+ years ### "Way better Service Desk applications out there" October 10, 2018 3.0 Pros 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. Cons 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. Review Source PA Pierre-Edouard A. Ingenieur Cybersecurite Computer Software Used the software for: 1-2 years ### "Un produit indispensable pour gérer votre support informatique " November 21, 2023 5.0 Pros La simplicité d'utilisation est le point fort. Le produit est est vraiment complet en terme de fonctionnalité. Vous aurez un suivi complet de tous vos incidents. Cons Le prix est surement un inconvénient si vous avez beaucoup de techniciens. Switched from [ClariLog](https://www.capterra.com/p/10007770/Clarilog/) Plus complet que clarilog et plus rapide Review Source VR Verified Reviewer IT Engineer CSS Used the software for: 2+ years ### "It´s a great product helps me keep all my issues with customers organized " June 13, 2018 5.0 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 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 José F. IM Manager Oil & Energy Used the software for: 1-2 years ### "Good IT Ticking system" November 10, 2022 5.0 The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic. Pros The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed. Cons If you are a small company, the best recommendation must work On a Cloud solution they provide. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) ManageEngine ServiceDesk Plus is a robust solution. Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 1-2 years ### "Me gusto mucho" July 16, 2023 4.0 Pros me gusto mucho su herramienta de gestion de tickes los cuales se crean para requerimientos IT Cons hay documentos que me amarecen con falencias ya que no son tan precisos. Review Source AW Andrew W. Radpro Hospital & Health Care Used the software for: 2+ years ### "Life changing" December 9, 2020 4.0 My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long. Pros When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less. Cons The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Reason for choosing ManageEngine ServiceDesk Plus \[SENSITIVE CONTENT HIDDEN\] had the final say 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 JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "Es ideal" July 16, 2023 5.0 Pros es un aplicativo facil de utilizar y economico que permite gestionar labores del area de IT Cons Presenta herrores en la automatizacion que se pueden mejorar para que tenga una mejor resepcion de clientes. Review Source AM AbdulAleem M. Techincal Support Hospitality Used the software for: 2+ years ### "Review Manage Engine SDP" September 28, 2021 5.0 Pros Easy to Use Easy to Setup customer-centric UI Cons Very vast software. It's good for certain companies but for us it makes too many screens to manage. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing ManageEngine ServiceDesk Plus Arabic language support 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 VR Verified Reviewer Microsoft SQL Database Administrator / Developer Construction Used the software for: Less than 6 months ### "Versatile tool with a lot of features" June 27, 2018 4.0 Pros We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility. Cons Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly. 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 Talk to a Capterra advisor for free and get results within 15 minutes.