This application is reliable, it works stably. I can recommend it to small companies that do not have hundreds and thousands of user hits per day.

The application's interface looks somewhat outdated, besides it is difficult to call it intuitive. Some functions are also missing in the program.

Stability, friendly

Friendly, this is powefull tool that let us to take all over control, the DB Base option Postgress or MS SQL Server is comfortable

The admin GUI i think that you have to reorganize it, is difficult to seek something, of the rest I like the ease of handling

We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

We cant add Video tutorials to our knowledge base

Its good, easy to use, fast, functional.

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

Customization of request and incident forms. Approval/workflow. Mobile app. Email responses to ticket. Email customization options. AD Integration. Asset management. APIs.

User Interface and lack of customization of look and feel. Limited ability to add/remove/change forms and fields in templates.

First of all, I appreciated the ease of use of this application. In order to start working with ServiceDesk, it is not necessary to spend a lot of time for training, much less to attend courses.

For our small business the system is redundant. For example, we never use certain functions, but we can't turn them off or at least hide them.

We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

What I like most about the application is it had customizable fields for ticket input data. Also the application provides details analytics.

The first issue that pops in my head is the trouble we went through migrating all of our old data from our old ticketing system to the new ticketing system. However, if you are starting from nothing the set up is not complicated.

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.

1. Light-weight and highly responsive. Intuitive interface.

Nothing major, but would like to see improvements in the following areas:

Here we are using serviceDesk plus for manage issues and request related to IT support

The ease of use and adaptation of end users

That doesnt have an autimatic refresh option

Overall this software is a great ticketing system, i would recommend this to my colleagues.

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.

The software is really robust and offers a lot, i don't have anything to complain about.

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.

Tried the asset management and didn't really work for us.

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.

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.

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.

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.

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.

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.

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.

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!

* Excellent Service Catalog.

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

quick and automatic assets discovery

it software offers good contract and assets management service in the organization ,

This application has taken long to be updated and include more features and functions.

Workflows for tickets such as automatic approvals for new hires by a hiring manager

- Support can take a bit to get back to you on issues

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.

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

+ Hard to implements

complete one stop solution

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

With this program, we can easily manage client requests and solve their problems. It is very convenient that the system can search for previous user requests.

Many functions are somehow hidden deep and it takes a long time to click to get to them. In addition, the search does not always yield the necessary results.

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.

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.

Geralmente bom.

Great system for tracking changes, incidents, bugs etc and associating change control with processes.

The user interface can sometimes feel a little clunky, otherwise it's a fairly good product.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

Overall, this produce has been a benefit to our organization.

Helping us keep internal communication in one place

With certain features you may have to click through multiple tabs

Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

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.

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.

Servicedesk got lots of improvements since we started using it in 2014. It’s getting better.

Covers all aspects of ITIL and has lots of options to manage the servicedesk

Assets management needs lots of work to make it dynamic and easy to use.

This save my time a lot

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.

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.

As a servive oline integrated with Azure AD . Easy setup, no maintenance and fully complient with teh business needs

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.

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

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.

Tech support is a little difficult to contact and gets back to you longer than they should.

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.

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!

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!

This ticketing solution is not suitable for enterprise grade operations that require quality functions. Many of the solutions offered by ManageEngine do not work well together and each product has it's own support teams which handle support cases differently resulting in very inconsistent experiences. SMB businesses may mind the functionality adequate for work that does not rely as heavily on workflows, automation or stability with a 1000+ user footprint.

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest

Wonderful platform large and small organizations. Couple this solution with a local professional services organization that can implement your ITIL service desk that everyone will embrace. It's a win for everyone!

Expandable platform

You can implement this solution with training but why would you. Every solution is time consuming. Leave it to the professionals.

Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

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.

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.

They are ol' reliable and they get the job done. I'm happy to continue to use them.

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.

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.

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.

Incident management report which is very critical as being part of service delivery

Product support from vendor is not upto the mark

Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for

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

I am not too fond of the general user interface but it gets the job done nonetheless.

Upgrades are easy, the GUI is VERY fluid and easy to use. Support is pretty good also but definitely not a TAC type support, but still good. Pretty much anything you need is on their website somewhere.

I wish there was a better alerting platform which could alert you when a ticket becomes expired or has been open for X amount of days.

Ticketing portion is great, but service desk has to be programmed properly (i.e. encoding holidays for the succeeding years)

Ticketing Tool is very helpful as it reflects specifically where or to whom the ticket / request has been assigned to.

Cumbersome to program for the back end. i.e. New Holidays encoded will not be automatically reflected in existing tickets. Manual intervention is still needed.

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.

Service Desk Plus makes keeping track of and working on tickets easy. Perfect ticketing system.

I don't have any cons for this software.

Worked very well, I really liked the tracking information and the data on how many tickets are done by each person

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.

I wish it was easier to see what tickets other people have in their que.

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.

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.

The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.

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.

Locating users that recently submitted a ticket; Advanced search works but sometimes returns erroneous results.

Starts at Free......Need I say more? --- I suppose i do, lol.

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

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.

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.

Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

Is very intuitive with the final user, for the requester and also for the technician

Sometimes it gets stuck if you don't have the proper connection, which means is a little bit heavy

Managing IT Requests in a properly way is leting us to focus on major projects at the company

Easy Of Use, specially for end users. A complete Help Desk solution for a multiproperty company. Excellent & very responsive support. Workflow design is great.

I would like to see more templates for regular requests. And I suggested marketing team to provide customers help with onboard materail

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 .

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 .

You need tracking for all those user tickets, and ServiceDesk will give it to you. If you're tired of balls getting dropped, ServiceDesk can help you like it helped us.

Manage email settings carefully, so that everything is getting a ticket but you're not covered in ticketing emails. This can be a bit of a balance.

Capture, identify to issues and service requests. Monitoring module for build and monitor service agreements is great.

Technical support works very poorly. The time for answering case is too long very often, we do not have a good solution for the support case.

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.

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.

its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitive

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.

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

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.

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.

So many of them! We have network benefits, OS Deployment Benefits... They offer asset management (even though we manage our own, we may move everything over to one software, because, why not?!)

This software can do whatever I need it to do! Everytime I think to myself "I wish I could..." I do a simple search, low and behold.. They offer it!! It's usually included in what I already paid for too!

I do adore this software! With that said.. I do find it difficult to navigate sometimes, I would love to have some training to better understand everything that ManageEngine and Service Desk Plus Has to Offer!

It is very easy to administrator and easy for users to use. Also the price per technician license is well worth it.

There is really nothing I dislike about this software. it is so easy to use that our users have no comliants

All around tracking for my helpdesk ticketing

Almost every aspect that IT needs to track is part of this solution, Including tracking for assets and helpdesk ticketing system to track your tickets.

High cost when inspecting other solutions that might bring to the table less features but cost less expensive.

all benefits which you need from a good quality product required for IT infra monitoring..

Software is good for monitoring and management of IT Infrastructure, low cost product with high qaulity

software needs to improve upon the bugs closure to make it a world class monitoring and management software

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.

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.

I was attracted to the fact that everything is standard. You want to make for yourself - tune, do not want - so work. True, then you have to adjust your tasks to standard functions. But as a starter package for beginners, administrators can be recommended, albeit with a stretch.

Many problems with databases. Very often the server is working because of this incorrectly, but it does hang. Technical support does not help much. In general, you can't do without your own knowledge and skills.

For those who love beauty and order in everything. Ideally correct system, it is normal to work with which I simply did not work. Sometimes I want to, well, at least something was not like everyone else. To make with this package something individual it is possible to advise only to the masochist. In general, the product is strong on the amateur.

Suggests not to find a solution for my problem, and my problem is to adjust to my decision. Those who want at least a little stand out and keep a part of themselves in their project, strictly do not recommend it.

We have been working with ServiceDesk Plus recently, but we already had time to evaluate its advantages. This is the ease of mastering the application, the ability to configure several separate panels.

The application's interface is not very convenient, and I would also like to see that there are good settings for emails from the mailings sent by the system. While there is only text.

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.

The software is not the most intuitive and requires some training to really be able to navigate well.

The reports and graphics that can be generated and programmed.The collected information is easy to consolidate to generate the respective reports

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.

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.

Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

Desktop and Online clients.

Custom report creation is not that good and there is no access configuration for reports. I can access reports created by my colleagues without their permission UI looks bit outdated.

Reduced cost and greater efficiency within the ICT support process.

- Easy asset management and auditing.

- Frequent software updates.

Fácil de usar e configurar

Some things like change management are a bit confusing and cumbersome to use but the set of features is fantastic for the price.

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

I have been with SDP more than 5+ Years

More advanced Features like Field and Form Rules

UI, Less API