ManageEngine ServiceDesk Plus
Last Updated
Overview
ManageEngine ServiceDesk Plus offers an IT service management platform that helps organizations manage tickets, assets, and workflows with ease. While limited documentation on custom ticket forum formatting can make advanced setup slightly challenging, its automation features make it a dependable choice for enterprise IT teams.
ManageEngine ServiceDesk Plus Specifications
- Live Chat
- Omnichannel Support
- SLA Management
- Escalation Management
ManageEngine ServiceDesk Plus Features
Account Management
This feature allows MSPs to manage all client accounts through a multi-tenant framework, configuring account-specific automations, SLAs, knowledge bases, assets, and reports. It ensures personalized service while keeping client data secure and organized in a single dashboard.
Problem Management
This feature helps MSPs analyze root causes, track known errors, and reduce repeat incidents. It strengthens your help desk by improving issue resolution, enabling teams to proactively prevent recurring problems, and enhancing overall service quality.
Service Level Agreements (SLAs)
This feature allows creation of account-specific SLAs, ensuring that service commitments are met consistently. It helps MSPs deliver timely, high-quality support, boost customer satisfaction, and maintain contractual service standards.
Live Chat
This feature facilitates real-time collaboration between technicians and requesters. It enables faster communication, more efficient issue resolution, and improved overall service delivery, ensuring clients receive immediate assistance when needed.
MSP Business Dashboard
This feature presents key business metrics, such as revenue, customer satisfaction, billable and non-billable hours, and recent billing cycles. It simplifies reporting and monitoring without requiring complex queries or dashboard setup.
Request Life Cycle
This feature lets MSPs visually design the complete life cycle of incoming tickets using a drag-and-drop canvas. It allows configuration and automation of actions at different stages and guides technicians with Next Actions to ensure efficient, consistent ticket resolution.
Pros And Cons of ManageEngine ServiceDesk Plus
Pros
AI-powered automation for efficient service desk operations
Advanced workflow automation for streamlined IT service delivery
Customizable reporting and analytics for actionable business insights
Cons
Slight technical expertise needed for advanced setup
Requires time and effort to fully utilize all features
ManageEngine ServiceDesk Plus Reviews
Total 5 reviews
4.6
All reviews are from verified customers
Rating Distribution
5
Stars60%
4
Stars40%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Media Production, 101-500 employees
More than a year
“powerful custom trigger workflows”
Pros
Back end automation and custom triggers make it possible to build powerful workflows that fit our very specific, niche requirements.
Cons
To get the most out of the automation features, you need some scripting knowledge and technical skill. The terminology also moves away from widely recognized standards especially around ITIL in change management.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
6
Functionality
10
Business Supplies and Equipment, 500+ employees
More than a year
“Quick setup, excellent value”
Pros
Getting the ticketing system up and running was very quick and we were able to turn on security MFA right away. In terms of value for money, it is excellent and the learning curve is very manageable since it also includes a knowledge base page. Overall the improvements it brought to ticket handling and overall efficiency have been excellent and the system is very simple to use.
Cons
There are moments when the product runs a bit slowly but whenever that gets reported, the support team responds quickly and usually fixes the issue fast as well.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Insurance, 51-100 employees
More than a year
“perfect customizable ticket handling”
Pros
This ticketing system has been excellent to work with especially because it offers plenty of customization options and multiple ways to turn incoming emails into actionable tickets.
Cons
One frustrating part is the limited documentation for custom formatting on ticket forms especially when we are trying to set up custom email import rules.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
8
Functionality
10
Frequently Asked Questions
What other apps does ManageEngine ServiceDesk Plus integrate with?
ManageEngine ServiceDesk Plus supports integration with multiple systems and platforms, including Slack, Microsoft Teams, Jira Software, Microsoft Power BI, and ChatGPT.
Does ManageEngine ServiceDesk Plus offer an API?
Yes, ManageEngine ServiceDesk Plus offers an API.
What language does ManageEngine ServiceDesk Plus support?
ManageEngine ServiceDesk Plus software supports 43 languages, including English, French, German, Spanish, Portuguese, Italian, Chinese (Mandarin and Traditional), Japanese, Korean, Russian, Arabic, and many others, enabling localized support for global users.
What types of pricing plans does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus pricing for cloud plans starts at $16/technician/month for the Standard cloud plan, which includes core IT help desk and ticketing features. The Professional plan starts at $33/technician/month, while the Enterprise plan begins at $78/technician/month. On-premises plans start at $120/technician for the Standard plan, $248/technician for Professional, and $598/technician for Enterprise. Get a detailed ManageEngine ServiceDesk Plus cost breakdown to make an informed decision.
Does ManageEngine ServiceDesk Plus have a mobile app?
Yes, ManageEngine ServiceDesk Plus offers a dedicated mobile app for both iOS and Android devices.
What level of support does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers comprehensive support, including technical support, onboarding resources, documentation, troubleshooting guides, forums, webinars, and premium support options. Users can also access live chat assistance, email support, and regional phone support for both cloud and on-premises deployments.
Who are the typical users of ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus features are used by IT support teams, service desk technicians, system administrators, enterprise IT departments, managed service providers, and organizations across industries that require structured IT service management and efficient incident resolution.