# Page 8 | ManageEngine ServiceDesk Plus Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of ManageEngine ServiceDesk Plus ## Showing most helpful reviews Showing 176-200 of 227 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Accounting Intern Insurance Used the software for: 1-2 years ### "Issue Tracking Software" February 19, 2021 5.0 Manage engine service desk is great fro tracking user issues Pros I like that I can log my issue and support can attend to it immediately after receiving the email notification. Cons I would like this software to also be able to be accessed by external customers so that they can also log their queries Review Source Juan M. Used the software for: 1-2 years ### "null" March 13, 2017 4.0 Review Source Vladimir R. Information Technology and Services Used the software for: 1-2 years ### "null" March 8, 2016 5.0 Review Source NA Neaz A. Senior Systems Engineer Used the software for: ### "Decent software with poor tech support" September 15, 2014 3.0 Manageengine's capacity and options are very good. Business rules help guide tickets and automation very well. Queues for different business units is well handled as is security trimming so only certain employees can see what they are meant to. Couple of problems I have seen is its inability to automatically discard spam. This problem also crops up when an email is sent back to ticket creator from an automated system and they respond back and a chain reaction of run-away tickets start slowing the system down. Second problem is that support for this product is very poor. I have had to call tech support on two occasions and both times they were less informed about their product than I was. Support is out of India and communication barrier still exists. If I explain something, it takes 2-3 more times of explaining before it sinks in. Because of this, I have not updated my instance in over a year, and now I am building a new instance to move production, rather than upgrade the existing. I would not recommend this product unless you have basic needs and have a very strong internal IT resource who will not need to call support. Review Source PZ Peter Z. Senior Accountant Used the software for: 6-12 months ### "The application allows you to reduce the cost of technical support" February 9, 2018 5.0 Pros Thanks to ServiceDesk, we were able to significantly reduce the material costs of technical support. Thanks to the automation of some processes, the efficiency of customer service has significantly increased. Cons Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates. Review Source TS Tyler S. System Administrator Printing Used the software for: 6-12 months ### "Mange Engine Review" February 20, 2019 4.0 Worked very well, I really liked the tracking information and the data on how many tickets are done by each person Pros I really like the easy ability to assign tickets to different users. I also like that it is very easy to email the person who put in the ticket right from manage engine. Cons I wish it was easier to see what tickets other people have in their que. Review Source MF Mike F. Recruiter Medical Practice Used the software for: 6-12 months ### "Recent ManageEngnie Service Desk Implementation" October 5, 2017 4.0 Overall, this produce has been a benefit to our organization. Pros Helping us keep internal communication in one place Aiding our HR department to better serve our employees Helps monitor different stages of onboarding Cons With certain features you may have to click through multiple tabs It takes a while to learn out to navigate the system Review Source DP David P. Svc Del Mgr Retail Used the software for: 1-2 years ### "Like ronseal" January 17, 2017 3.0 Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop. Pros Simplicity Cons Infinite auto response loop Review Source DW Debby W. Owner/Consultant Management Consulting Used the software for: 2+ years ### "ManageEngine Service Desk Plus" September 13, 2017 5.0 I have used ManageEngine for a few clients and have found the product amazingly quick to implement. It is an excellent tool for any IT Service Desk. Pros Ease of use and quick implementation. Fully ITIL. Easy to customize the screens. Excellent reporting and workflow. Cons Manual implementation of business rules - no functionality to import the rules. SLA / Priority Matrix is not very easy to customize. Review Source BP Branimir P. IT admin Used the software for: Less than 6 months ### "Helpdesk with tons of features..." January 18, 2018 5.0 Pros This is an all-in-one software solution for a modern IT business. Everything is included, helpdesk ticketing, asset tracking, CMDB, cost tracking... It can be installed on multiple DB solutions and customized. Projects can be imported from MS Project files and a lots more... Cons Price is the biggest setback, the pricing is based on number of technicians and nodes and dependent on the edition, billed annually for on-premises installation. Review Source SF Santa F. IT-manager Used the software for: 1-2 years ### "Standard package at an affordable price" February 27, 2018 5.0 Pros I'm happy with the program. You can easily adapt your needs to ready-made solutions. Service is also quite high quality. Technical support reacts promptly, patiently explains and answers all questions. Very convenient and functional product. Cons We have to adapt to standard solutions. On the one hand, it is convenient. But on the other - causes a lot of problems. Also, there are questions to the security of this system. I would like to see updates more often. Review Source VR Verified Reviewer Director of Information Technology Construction Used the software for: Less than 6 months ### "Impressive capabilities" June 28, 2018 5.0 Feature-rich capabilities around incident/problem management as well as service request/project management. I also like the contract management feature and was impressed at how easy and flexible the inventory management was. Pros Service Desk surprisingly has a ton of features packed into well laid-out screens. It was competitively priced, as well. Cons I haven't really found anything I don't like. The more familiar I became, the easier it was to use advanced features. Review Source EF Eric F. IT Manager Used the software for: ### "I've been happily using ServiceDesk Plus for 10 years" July 29, 2015 5.0 I wasn't planning to write a review but when I saw a few that complained about poor tech support I felt compelled to. My experience with ManageEngine support has been entirely positive and over a very long period of time. We started using ServiceDesk Plus because it was so inexpensive compared to other solutions with a similarly rich feature set. But I quickly decided it was far batter than its price would imply. Whenever we've had trouble they've either resolved it quickly through real-time communication with me, or they had me generate a support file that they analyzed offline. Whenever they've taken a support file from me they were attentive through the whole process and always delivered a solution. They've even written custom queries for reports I was having trouble with, all without additional payment. I was so impressed with the product and the team that I expanded our use to include many other ManageEngine products such as OpManager, PasswordManager Pro, DeviceExpert, DesktopCentral, and OpUtils. Review Source Mohammed K. Group IT Manager Education Management Used the software for: I used a free trial ### "null" April 25, 2017 5.0 Review Source SP Sachin P. Dev Ops Engineer Computer Software Used the software for: 6-12 months ### "Self-service efficient tool with great tracking and other features is finally here!!" May 17, 2018 4.0 Pros We use support request tracking a lot and this tool looks pretty promising in that arena. From the birth of the ticket until it is solved or escalated, it helps gain a lot of understanding of what is going on with the ticket. Emailing facility along with web portal access was needed and now it's finally here. hope it only goes uphill from here. Cons 100 % recommended and highly advised. It must be a little expensive when it comes for companies with small budget, but i suggest you guys should still provide support to free versions too. Review Source VR Verified Reviewer Systems Engineer II Construction Used the software for: Less than 6 months ### "Great all in one IT support desk plus project management and contract management." June 22, 2018 5.0 Pros This software has it all. Tasks, IT project management, user requests, work flows, contract management. We have been looking to bring everything into one piece of software and this looks to be working well so far. Cons The setup and configuration is very time consuming seeing all the features it has this was expected. Review Source VR Verified Reviewer Computer Science Teacher Information Technology and Services Used the software for: 6-12 months ### "My Problems Solved Quicker" May 24, 2021 5.0 ServiceDesk Plus is a great tool to use internally for support calls Pros I like that I can track progress being made by IT through email notifications. I can also easily submit a ticket through the online portal Cons Nothing. Service desk has allowed us to get transparent support from our IT techs and this has solved a lot of headaches. Review Source EF Eric F. Web-trainer Used the software for: 6-12 months ### "A solution that needs to be customized" February 26, 2018 4.0 Pros Not a bad solution, in my opinion. But too much everything is standardized. Absolutely no personality. For some it may be good. Especially, if several specialists work at the project at different times. Such systems greatly facilitate the life of system administrators. Cons This solution is not for everyone. You need to think carefully and weigh everything - it's right for you. For example, I was not satisfied with the final result. I had to hire a specialist and adjust the system to suit my needs. Review Source JL Javier L. Cloud / MSP Technician Information Technology and Services Used the software for: Less than 6 months ### "A fantastic tool for Help Desk Admins or System Engineers" November 3, 2018 5.0 Pros This tool offers such an incredible value. There are tools built in that are considerably more at a bigger company down the road. Cons The older versions were hard to navigate and get started. That has changed but there are still more updates that can improve the service over time. Review Source CD Chris D. Used the software for: ### "AVOID BAIT AND SWITCH AFTER 1 YEAR" December 1, 2015 1.0 They claim that ServiceDesk Plus is a free product that you only pay for the add on services and if you want support. We did not need any of the add ons and after one year with the software we did not need support once. Well our free license was expiring according to a link at the top of the servicedesk. We click on it all it does is generate a RFI from sales. Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license. So now in under a month I am having to rush and find a replacement for ServiceDesk Plus. We can easily afford the support that is not our issue. The issue is the bait and switch. I guess their sales vision is to trap companies into their product then refuse to renew unless they purchase services. Review Source MK Marina K. Designs Arts and Crafts Used the software for: Less than 6 months ### "ServiceDesk Plus" May 10, 2019 5.0 Pros ServiceDesk Plus is great. ServiceDesk Plus provides notes, attachments, work logs, database solutions, inventory tracking, and more I also use ServiceDesk Plus to manage assets. Cons A mobile application is sometimes very confusing. Review Source VK Vicky K. Help Desk Manager Used the software for: ### "HORRIBLE Tech Support" July 9, 2015 1.0 I came to this website to look for new software possibilities and saw Service Desk listed here and thought I should share my experience. We have had an ongoing issue with Service Desk timing out with no access to sections of the Admin tab for over a year now. I can not edit any of our Tech profiles, I can not edit any Requestor profiles, I can not use all of the drop down menus within the system with out the system timing out. These are the Highlights of our issues with Service Desk. Reports are glitchy and not always accurate. Overall the system is easy to use and would great if Tech support could resolve our issues. But the fact that we have had this ongoing for over a year is ridiculous. Spend the extra money and get a better system with good tech support. Review Source SB Spencer B. Software Engineer Computer Software Used the software for: 1-2 years ### "Great software here!" September 25, 2018 4.0 Pros What I highly admire with this product is the features in tracking incidents, bugs etc. I also love the design. Cons A little bit expensive but it is worth to spend with. And I would love also if it has a auto refresh option. Review Source GH Greg H. IT Manager Banking Used the software for: Less than 6 months ### "Decent product for the money" November 16, 2016 4.0 This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case. Great product for the money. Pros Easy setup. Integrates with AD. Cons Support is a bit difficult to obtain but appears to be getting better. Review Source JB James B. IT Infrastructue Engineer Health, Wellness and Fitness Used the software for: Less than 6 months ### "Good Service Desk product" November 18, 2019 5.0 Pros Ready to go out the box. Excellent templates. Cons Nothing, all in all this software does what it needs too. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.