# Page 5 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 101-125 of 227 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Senior Operations Manager Education Management Used the software for: 2+ years ### "Works well for us." January 23, 2019 5.0 Pros Very easy to manage, when purchasing email to ticket was a big feature for us. However, many other options now have that too. Like the ease of use for users. Cons Tried the asset management and didn't really work for us. Review Source VR Verified Reviewer Application Analyst Higher Education Used the software for: 1-2 years ### "ServiceDesk Review" December 5, 2018 5.0 Pros ServiceDesk keeps your work orders organized through peak demand periods as well as projects that may be long in duration. Communication with end-users on tickets is very easy and modifying service request is as intuitive as it gets. Cons Locating users that recently submitted a ticket; Advanced search works but sometimes returns erroneous results. Review Source Hüseyin D. Head of Enterprise Systems Marketing and Advertising Used the software for: 1-2 years ### "Best IT Help Desk Solution" November 5, 2022 5.0 Pros Once you set up users, categories and permissions, it is working well. Also you can get reports for all tickets. Cons Sometimes it is working slow and freeze. Review Source WP Wanzi P. Manager - Metering Utilities Used the software for: 2+ years ### "ManageEngine ServiceDesk Review" April 29, 2021 4.0 ManageEngine ServiceDesk is primarily used ticket management. It has helped the organisation in improving its internal complaint handling processes and provides resolution statistics which are used in decision making. Pros The software is great and easy to use. It was very easy to setup and easy to use by non-admin users for complaint reporting, monitoring and tracking. Its integration with Active Directory allows for easy and seamless log in and authentication which makes the experience wonderful. Cons The software tends to be slow when accessed over the network during peak hours. Review Source ML Mustafa L. Network Engineer Hospital & Health Care Used the software for: 1-2 years ### "Managing tasks never been fun! " December 2, 2023 5.0 Pros Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers. Cons Some lagging and slowness with ui that can be fixed with patching. Review Source Jorge F. VIP support analyst Information Services Used the software for: 2+ years ### "Great Ticketing tool" August 23, 2018 5.0 Here we are using serviceDesk plus for manage issues and request related to IT support Pros The ease of use and adaptation of end users Cons That doesnt have an autimatic refresh option Review Source VR Verified Reviewer IT Manager Warehousing Used the software for: 1-2 years ### "A great full featured service desk application." April 26, 2018 5.0 Pros Customization of request and incident forms. Approval/workflow. Mobile app. Email responses to ticket. Email customization options. AD Integration. Asset management. APIs. Cons User Interface and lack of customization of look and feel. Limited ability to add/remove/change forms and fields in templates. Review Source ES Edgar S. Service Desk Technician Financial Services Used the software for: 2+ years ### "Awesome Ticketing System" March 5, 2019 4.0 Overall this software is a great ticketing system, i would recommend this to my colleagues. Pros ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date. Cons The software is really robust and offers a lot, i don't have anything to complain about. Review Source RAJESH G. CIO & VP - Digital Transformation Solutions, Head - Infra Managed Services & Pre Sales, Solutioning Used the software for: 1-2 years ### "Fantastic experience" April 8, 2018 5.0 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 Review Source VR Verified Reviewer IT Technical Engineer Used the software for: Less than 6 months ### "The software works really good once you configure it according to your needs." July 2, 2018 5.0 Incident and problem management is easier now compared to the previous IT management software I used. It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction. Pros For an IT department or company, this software allows to create, manage and track tickets and users request very thoroughly. It provides a great level of detail and it makes very easy for both clients and technicians to track the progress of the equests. 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. All things considered, I think ServiceDesk Plus is one of the best IT management software on the market right now. Review Source RP Ryan P. Network Engineer Used the software for: 1-2 years ### "The product has enabled us to more quickly and seamlessly provide support for our staff." June 29, 2018 5.0 Pros Workflows for tickets such as automatic approvals for new hires by a hiring manager Multiple forms of entering a ticket (web, email, keywords in email) Replying to user within ticket for a seamless end user experience Separation of tasks within a ticket for different groups Management of our contracts with automated reminders Ability to import asset information and create relationships for identifying staff ownership of assets Easily create solutions that both end users and technicians can refer to Software is constantly being updated to meet needs of user base Cons \- Support can take a bit to get back to you on issues - It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians. Review Source VR Verified Reviewer Human Resources Specialist Real Estate Used the software for: 2+ years ### "BASIC BUT SEAMLESS" September 24, 2018 5.0 Pros The amazing thing about ServiceDesk is its ability to automatically provide the new employees with the new information they need. Also, the contract management feature with automated reminder is also a big plus with this software. It is a great software for just a few tasks since it advertises just little tasks, it provides what it advertises. Cons Tech support is a little difficult to contact and gets back to you longer than they should. Review Source Pablo K. Gerente de Sistemas Used the software for: 6-12 months ### "Excellent. A User Friendly Complete solution." July 16, 2018 5.0 Managing IT Requests in a properly way is leting us to focus on major projects at the company Pros Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great. Cons I would like to see more templates for regular requests. And I suggested marketing team to provide customers help with onboard materail Review Source Matthew S. PC/Network Technician Hospital & Health Care Used the software for: Less than 6 months ### "Making Help Desk Easy" January 21, 2019 5.0 Our IT team is liking the help desk software. Coming from using an in-house custom help desk, it has taken a little time to learn, but it is pretty easy to figure out how it works. Pros ServiceDesk Plus is easily the most customizable help desk software our IT team has ever used. The ability to create custom ticket templates, add service categories, and integration with Active Directory make it great. Managing the tickets is easy as well. When one closes a ticket, the steps used to resolve the issue can be added to the Resolution database to make it easy to go back and see how to fix the same issue if it happens again. Cons The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly. Review Source VR Verified Reviewer Renewals Team Leader Used the software for: 1-2 years ### "Great ITSM Software with on-prem and Cloud options!" March 29, 2018 5.0 Pros ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. 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. Review Source VR Verified Reviewer Implementation Engineer Computer Software Used the software for: 1-2 years ### "Very efficient" August 2, 2018 5.0 Pros Is very intuitive with the final user, for the requester and also for the technician Cons Sometimes it gets stuck if you don't have the proper connection, which means is a little bit heavy Review Source NZ Nick Z. Help Desk Manager Public Policy Used the software for: 2+ years ### "You get what you pay for" March 13, 2018 3.0 When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks. Pros The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk. Cons The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page. Review Source VR Verified Reviewer senior staff Used the software for: 1-2 years ### "Good service desk program on the market" July 6, 2018 5.0 quick and automatic assets discovery Pros it software offers good contract and assets management service in the organization , The software functionality is pretty good with excellent program executable speed and does not consume large memory The service desk API gives customers full control to automate and integrate with other applications Cons This application has taken long to be updated and include more features and functions. Include training tutorials for each function to ease understanding of all features in the software Review Source MT MRUDUL T. Project Manager Media Production Used the software for: 2+ years ### "Under Utilization Of Tool And Almost No Support From Vendor" June 4, 2019 4.0 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 Review Source KK Kevin K. Network Admin Machinery Used the software for: 2+ years ### "ServiceDesk Plus Works and a great price" November 8, 2019 4.0 They are ol' reliable and they get the job done. I'm happy to continue to use them. Pros It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments. Cons Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used. Review Source MN Miguel N. Information Technology Project Manager & Quality Assurance Used the software for: 2+ years ### "I have been using it for the past 8 years" February 21, 2018 5.0 Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard! Pros \* Excellent Service Catalog. \* Convertion of Tickets into projects, Problems, Changes. \* Asset Discovery and CMDB \* Lots of addons. \* Integrated chat. Cons This is a great software but updating versions can be a pain, due to the confusing documentation on this matter Review Source EA Erdem A. Game Programmer Computer Games Used the software for: 6-12 months ### "Everything works successful." November 4, 2022 5.0 Pros ServiceDesk Plus is a very powerful service desk software. The interface is easy to use and is very user friendly. It has an excellent user interface and provides a very efficient and user-friendly support experience. The easy to use interface is very well organized and offers a wide range of options. The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization. Cons Everything works smoothly, in general I like it. It was a hassle free experience. Review Source VR Verified Reviewer ICT Assistant Specialist Food & Beverages Used the software for: 1-2 years ### "Manage Your Support Tickets With Ease" May 21, 2021 5.0 ServiceDesk Plus is a great tool for an IT support division Pros It comes free for 5 technicians and that's a plus in terms of cost. Service Desk also has a great email notification service for tickets. Cons Getting customized features takes a long time as requests go through an approval process and this means you have to create hacks for what the system cant do. Review Source VR Verified Reviewer Software Developer Information Technology and Services Used the software for: 1-2 years ### "The Best ITIL Helpdesk" June 23, 2020 5.0 Service Desk Plus is very easy to use and simple to install Pros I especially like the fact that I can see a listing of all tickets generated. I can categorize these by open tickets, closed or on hold. It also has a projects module that you can use and it is quite elaborate. The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice. Cons I think adding a portal for external customers will make this solution the best in its industry Review Source VR Verified Reviewer Executive Support Insurance Used the software for: 2+ years ### "Tracking Your Progress" May 25, 2019 4.0 Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for Pros ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do Cons I am not too fond of the general user interface but it gets the job done nonetheless. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.