# Page 6 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 126-150 of 227 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Christopher J. Photograpger Photography Used the software for: 2+ years ### "Best Helpdesk Platform for the $" May 16, 2019 5.0 Pros I absolutely loved the licensing for this system. For a small business, being able to get advanced helpdesk functionality for free was absolutely budget saving. Cons Some of the maintenance screens are hard to figure out. Feels like a bit more than was needed was added to the system. Overall, its always my first choice and I have used it at 3 different jobs over 20+ years. Review Source Nuno O. IT Manager Machinery Used the software for: 6-12 months ### "Powerful and Simple" June 8, 2017 5.0 Pros The best pro is the integration with other tools from ManagedEngine as DesktopCentral. The integration as give me a big return in time of deployment and helpdesk Cons Infinite auto response loop and too expensive for a small business companies. The language interface is not in portuguese Review Source Beau W. President/CEO Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Used for Years" March 18, 2019 3.0 Pros We used this platform for years until we outgrew it Cons It was a bit behind others in the same market so we made the change Review Source PB Peter B. Director Real Estate Used the software for: 6-12 months ### "Sevdesk - easy to use bookkeeping software" May 27, 2020 4.0 It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses Pros It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import Cons There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful Alternatives considered [lexoffice](https://www.capterra.com/p/182953/lexoffice/) Reason for choosing ManageEngine ServiceDesk Plus Ease of use and integration/export possibilities. Review Source BS Brown S. Network Systems Engineer Health, Wellness and Fitness Used the software for: 2+ years ### "Good Ticketing System" September 9, 2020 5.0 Pros I like that it is a one-stop shop for ticketing, change management, and inventory. Cons Some of the developer features are a bit lacking and hard to grasp. Review Source Dale O. Infrastructure / Security Manager Used the software for: 6-12 months ### "With several tech's its priceless, A one stop shop and integrates well with Desktop Central." April 4, 2018 5.0 Pros The effective integration with the other software solutions that manage engine offers. The ability to track any actions made by the tech. Cons Wasn't anything I didn't like! The service desk plus did just as it advertised and was continually updated. Review Source RS Rick S. AVP of IT Financial Services Used the software for: 1-2 years ### "ServiceDesk Plus" January 23, 2019 4.0 I've read a lot of reviews where customers complain about ManageEngine's customer service and it really isn't as bad as everyone makes it out to be. Yes, sometimes we need to wait for a solution but we aren't the only customer they have either. They usually get back to us sooner than later and the technicians are friendly and helpful. Pros Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do. Cons If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us. Review Source AD Aman D. IT Business Analyst Non-Profit Organization Management Used the software for: Less than 6 months ### "Easy implementation with highly intuitive configuration set up" December 13, 2019 5.0 Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users. Pros Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features. Cons Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application. Reason for choosing ManageEngine ServiceDesk Plus Cost Review Source BO Bill O. IT Operations Manager Financial Services Used the software for: 2+ years ### "ServiceDesk Plus brought organization to the chaos that was our ticketing system. " May 31, 2018 5.0 Pros Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely. Cons Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us. Review Source AG Amber G. IT Tech Medical Devices Used the software for: 2+ years ### "Service Desk Plus " March 18, 2019 5.0 My experience with Service Desk Plus has been great! I love how customization this software is especially for our industry. It's so easy to keep track of my tickets. Pros Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system. Cons I don't have any cons for this software. Review Source IV Igor V. Android Developer Computer Software Used the software for: 6-12 months ### "Excellent service to automate technical support" August 23, 2018 5.0 Pros Thanks to application statuses, you can achieve effective work with a large number of clients at the same time. For us, this is important, since our staff does not employ as many employees as we would like, and the number of requests received from customers is enormous. To provide support in the application, there are all necessary tools, such as reports, notifications, integration with mail services. Cons For some reason, there is no section with frequent questions, although this is very lacking. But in general, the program fulfills all the requirements to it. Review Source SH Stephen H. IT Infrastructure Manager Construction Used the software for: 2+ years ### "Not impressed" February 20, 2020 2.0 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. Updates will wipe out data. Reason for choosing ManageEngine ServiceDesk Plus We did not. Review Source VR Verified Reviewer Retail Operations Specialist Banking Used the software for: 6-12 months ### "Keeps issues moving and on track." March 24, 2018 5.0 Pros Tickets or Incidents allow you to keep all correspondence and testing together. Replying to the generate email allows non-users to add notes to the outstanding tickets. Ability to add changes and link to original tickets keeps things organizable and trackable. Cons Users outside of our IT dept don't grasp the concept of tickets or submitting requests. Training non-IT users the purpose of the product has been a struggle. Even basics like following up on statuses or seeing notes added to tickets have been difficult. Review Source dK dc K. Non-Profit Organization Management Used the software for: 2+ years ### "Tech support actually best part of the product" August 31, 2016 3.0 The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike. Review Source Hannah T. Customer operations manager Computer Software Used the software for: Less than 6 months ### "Would not recommend " July 6, 2023 2.0 Pros I like the resolution field when closing a ticket. Cons Mobile app isn’t very good. Reporting is awful, has to be exported and then manually manipulated in raw format. Review Source TC Tawanda C. IT engineer Used the software for: 2+ years ### "It has made producing reports easy" July 6, 2018 5.0 Pros It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options . Cons The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible . Review Source JR Justin R. IT Operations Technician Restaurants Used the software for: 1-2 years ### "ManageEngine" September 27, 2022 4.0 Pros I apricated that software was lightweight and stable, we rarely ever had issues once the system was set up. Cons We switched from using manageenginge to another service due to a perceived lack of development and growth in the feature set. Review Source PM Philippe M. IT Specialist Financial Services Used the software for: 2+ years ### "Now using it fow near 3 years. Provided us with the needed tool for ticketing and repporting. " April 27, 2018 4.0 As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs Pros Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup. Cons some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding Review Source Inés P. Service Manager Telecommunications Used the software for: 6-12 months ### "I am very satisfied" April 8, 2018 5.0 Pros Great, I am very satisfied with the service provided by ServiceDesk Plus, there is no doubt that really knows what your client wants and needs and knows how to achieve, one of the top companies in the area of helpdesks, it shows who works for us, as a client I am highly satisfied with what I have obtained. Cons I really do not have any complaints to give, this company has been commissioned to leave me only good opinions and a good impression. 100% recommended. Review Source VR Verified Reviewer Ingeniero Construction Used the software for: 1-2 years ### "Excelente herramienta" March 5, 2023 5.0 Pros Es muy fácil de utilizar y similar a otros programas parecidos que había usado antes en otras empresas. Cons Hemos tenido algunos problemas con las actualizaciones, pero nada que hayamos podido solucionar con el servicio de atención al cliente. Review Source OD Othman D. IT Systems Engineer Used the software for: 2+ years ### "I have been using Service Desk for over 3 years now. It is easy to use, nothing complicated." April 4, 2018 3.0 This is an essential tool for our operations. Pros I like so many of the features available in the system for managing the ticketing system and integrating with Office365. 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. Review Source BE Brett E. ESM Manager Medical Practice Used the software for: 2+ years ### "Great Tracking Tool and Self-Service" February 15, 2018 4.0 Pros The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize. Cons The software is not the most intuitive and requires some training to really be able to navigate well. Review Source KK Kiran K. System administrator Information Technology and Services Used the software for: 2+ years ### "Its just awesome" April 27, 2018 5.0 This save my time a lot Pros user friendly and I am getting what exact output I want. 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. Review Source MM Mack M. System Administrator Used the software for: 2+ years ### "Makes tracking our work easy and efficient!" June 28, 2018 5.0 Pros The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day. Cons The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me. Review Source FR Freddy R. Coordinator IT Used the software for: 2+ years ### "It allows controlling the user and task requirements of the support analyst." February 12, 2018 4.0 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. The interfaces between the systems screens are not very striking the analysts, maybe they can be improved in new versions. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.