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 212
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Nicat
- Industry: Government Administration
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
5
Reviewed on 03/05/2023
My experience has been amazing and productive
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.
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.
Reasons for Switching to ManageEngine ServiceDesk Plus
Looking at other alternatives, this product is the most convenient to use.
Vincent
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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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)
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.
Verified Reviewer
- Industry: Pharmaceuticals
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
4
Reviewed on 31/08/2024
It did its job
Pros
It was very easy to use and build workflows.
Cons
The inability to incorporate other applications into it.
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.
