Making service happen with TOPdesk
TOPdesk is an IT service management (ITSM) platform designed to help busy service...
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About ManageEngine ServiceDesk Plus
ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance.
ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management.
Further automation is provided by the "business rules" feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
ManageEngine ServiceDesk Plus pricing
ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at USD 16.00/month.
Starting Price:
USD 16.00/month
See pricing details
Free Version:
Yes
Free trial:
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ManageEngine ServiceDesk Plus Reviews
Feature rating
5 reviews of 218
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Justin
- Industry: Nonprofit Organization Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
4
Reviewed on 06/01/2025
ServiceDesk Plus is Helpful on a Budget
Overall, the experience has been pleasant. ServiceDesk Plus has served its purpose time and time again.
Pros
ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted.
Cons
The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well.
Marius
- Industry: Electrical/Electronic Manufacturing
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
5
Reviewed on 27/01/2025
ManageEngine ServiceDesk Plus Cloud - Best ITSM Platform for the price
ME SDPO is probably the best ITSM product I have used in my IT experience so far. It has all the features required, as a single IT professional, but also offer you plenty of expandability, when the team will grow, to easily integrate additional staff into already setup processes.
Pros
ServiceDesk Plus Cloud has all the features an IT team would ever need from Change/Release Management, Project Management and a complete service catalogue options, while including Asset Management is a fantastic package at an incredibly attractive price.
Cons
Would like to see a broader range of integrations with other Manage Engine products, especially Remote Access Plus, similarly to Zoho Assist. Currently solutions require you to press the "more..." button in order to see the entire article. Furthermore, there is no built-in Dell Warranty scanning integration, but only a workaround
Alternatives Considered
Ivanti Neurons for ITSM, Zoho Desk, SolarWinds Service Desk and JIRA Service ManagementReasons for Switching to ManageEngine ServiceDesk Plus
Fantastic value for money, similar trend as any other ManageEngine product. Great customer support and customer satisfaction. A brilliant ITSM platform that allows the IT team to scale up with business needs.
Hannah
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
2
Reviewed on 06/07/2023
Would not recommend
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.
James
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
5
Reviewed on 27/12/2023
Reliable and Expressive
It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.
Pros
It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title).
I used it at a previous company and introduced it to my new company with great success.
Cons
It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.
Reasons for Choosing ManageEngine ServiceDesk Plus
Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on.Switched From
FreshdeskReasons for Switching to ManageEngine ServiceDesk Plus
Cheaper, better, reliable, customizable and product support is great.
Vincent
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 29/11/2023
Great (not only) IT servicedesk tool
Decent tool - very powerfull - would recommend 10/10 - great support
Pros
flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.
Cons
with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)
