About ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus pricing
ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$120.00/year.
Alternatives to ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus Reviews for UK Users
Feature rating
- Industry: Oil & Energy
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Good IT Ticking system
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
A very customizable ITSM tool
ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.
Pros
The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.
Cons
The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.
Reasons for Choosing ManageEngine ServiceDesk Plus
The interface of ServiceDesk Plus is most friendly for the end users and technicians.Switched From
FootPrintsReasons for Switching to ManageEngine ServiceDesk Plus
ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.- Industry: Management Consulting
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Lots of useful features; But counter-intuitive and clunky overall
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.
Pros
Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)
Cons
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.
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
User Experiance
Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
Pros
I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.
The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.
There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.
Cons
As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.
We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.
Reasons for Choosing ManageEngine ServiceDesk Plus
The Jira was an on-premis system that was getting old.Switched From
JiraReasons for Switching to ManageEngine ServiceDesk Plus
There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Good product, but support needs to improve
Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve
Pros
Easy to setup and get started, mostly conforms to ITIL standards
Cons
Lacks some configurability and isn't as flexible as top-tier products like ServiceNow
