--- description: Review of ManageEngine ServiceDesk Plus Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: ManageEngine ServiceDesk Plus | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [ITSM Tools](/directory/4296/itsm/software) > [ManageEngine ServiceDesk Plus](/software/360387/manageengine-servicedesk-plus) # ManageEngine ServiceDesk Plus Canonical: https://www.softwareadvice.com.au/software/360387/manageengine-servicedesk-plus Page: 1 / 11\ Next: [Next page](https://www.softwareadvice.com.au/software/360387/manageengine-servicedesk-plus?page=2) > 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. > > Verdict: Rated **4.4/5** by 231 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 231 Reviews | | Ease of Use | 4.3/5 | Based on overall reviews | | Customer Support | 4.2/5 | Based on overall reviews | | Value for Money | 4.3/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: ManageEngine - **Location**: The Octagon, US - **Founded**: 1996 ## Commercial Context - **Starting Price**: USD 16.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish - **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Asset Assignment - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Routing - Availability Management - Barcode/Ticket Scanning - Barcoding/RFID - Benchmarking ## Integrations (16 total) - Jira - ManageEngine ADManager Plus - ManageEngine ADSelfService Plus - ManageEngine Analytics Plus - ManageEngine Applications Manager - ManageEngine Endpoint Central - ManageEngine OpManager - ManageEngine Password Manager Pro - Microsoft 365 - Microsoft Outlook - Microsoft Teams - Site24x7 - Zoho Analytics - Zoho Cliq - Zoho Survey ... and 1 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Phone Support - 24/7 (Live rep) - Chat ## Category - [ITSM Tools](https://www.softwareadvice.com.au/directory/4296/itsm/software) ## Related Categories - [IT Service Software](https://www.softwareadvice.com.au/directory/4207/it-service/software) - [Service Desk Software](https://www.softwareadvice.com.au/directory/4256/service-desk/software) - [Knowledge Base Software](https://www.softwareadvice.com.au/directory/3898/knowledge-base/software) - [IT Ticketing Systems Software](https://www.softwareadvice.com.au/directory/1630/it-ticketing/software) - [ITSM Tools](https://www.softwareadvice.com.au/directory/4296/itsm/software) ## Alternatives 1. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3425 reviews) 2. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 3. [Milvus](https://www.softwareadvice.com.au/software/246233/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1781 reviews) 5. [Zoho Desk](https://www.softwareadvice.com.au/software/393877/zoho-desk) — 4.5/5 (2212 reviews) ## Reviews ### "Review of ServiceDesk Plus" — 4.0/5 > **Melih** | *8 January 2025* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: ServiceDesk Plus is a highly customizable ITSM tool with many modules. It has Incident/Request Management, Change Managements, Project Management (Waterfall), Inventory Management, etc. This kind of management capabilities can easily align the customers' environments easily. Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones. With custom integrations, many products can be integrated with it. > > **Cons**: Even if it has great tools, I believe the AI capabilities should be extended when incident and/or request tickets are being handled easily. Additionally, the ServiceDesk Plus Failover feature should be more smooth and easy to configure. > > I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin. It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very customizable according to the needs as well as the Request LifeCycle configs. ----- ### "ServiceDesk Plus is Helpful on a Budget" — 4.0/5 > **Justin** | *6 January 2025* | Nonprofit Organization Management | Recommendation rating: 7.0/10 > > **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. > > Overall, the experience has been pleasant. ServiceDesk Plus has served its purpose time and time again. ----- ### "Not ready for cloud" — 4.0/5 > **Austin** | *11 July 2019* | Financial Services | Recommendation rating: 7.0/10 > > **Pros**: ManageEngine comes out of the box with a number of pre-built workflows that can minimize time required for implementation and it integrates directly with TeamViewer which can be a huge benefit for technicians who frequently perform remote support. > > **Cons**: The interface was not as simple or easy to use as other service desk applications out there and the ability to run scripts from the tool in order to automate self-service requests required the entire application to be installed on-prem. Sadly, the ability to execute reports requires a third party tool at an extra cost. ----- ### "My experience has been amazing and productive" — 5.0/5 > **Nicat** | *3 May 2023* | Government Administration | Recommendation rating: 9.0/10 > > **Pros**: Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface > > **Cons**: It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive. > > As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management. ----- ### "Great software, could use more features" — 4.0/5 > **Harry** | *18 November 2022* | Construction | Recommendation rating: 7.0/10 > > **Pros**: Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version. > > **Cons**: The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen. > > It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it. ----- Page: 1 / 11\ Next: [Next page](https://www.softwareadvice.com.au/software/360387/manageengine-servicedesk-plus?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/360387/manageengine-servicedesk-plus) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data