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.
Overall Rating
Based on 5 users reviews
4.6
Rating Distribution
Positive
100%
Neutral
0%
Negative
0%
Starting Price
Custom
ManageEngine ServiceDesk Plus Specifications
- Live Chat
- Omnichannel Support
- SLA Management
- Escalation Management
What Is ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus is a comprehensive AI‑driven service management solution designed to streamline IT and enterprise service delivery. By integrating ITIL‑aligned incident management and automated asset tracking, the software helps businesses reduce downtime and improve resource utilization. Its centralized dashboard provides unified visibility across hybrid environments, supporting scalable operations for organizations ranging from midsize firms to globally distributed enterprises seeking to automate key service workflows.
How Much Does ManageEngine ServiceDesk Plus Cost?
The pricing for ManageEngine ServiceDesk Plus cloud plans starts at $16/technician/month. This basic plan, known as Standard, includes IT help desk functionality with core ticketing features. Further pricing tiers for the cloud plans are as follows:
- Professional - Starting at $33/technician/month
- Enterprise - Starting at $78/technician/month
On-premises plans:
- Standard - Starting at $120/technician
- Professional - Starting at $248/technician
- Enterprise - Starting at $598/technician
In addition to the base subscription costs, organizations should account for the following add-ons:
Cloud Add-ons:
- CMDB - US$155/month (Professional only)
- Service Catalog - US$155/month (Standard and Professional)
- Project Management - US$155/month (Standard and Professional)
- Problem Management - US$155/month (Standard and Professional)
- Change And Release Management - US$315/month (Standard and Professional)
- Live Chat - US$6 per technician/month (All plans)
On-Premises Add-ons:
- Service Catalog - US$1195 (Standard and Professional)
- Problem Management - US$1195 (Standard and Professional)
- Project Management - US$1195 (Standard and Professional)
- Change And Release Management - US$2395 (Standard and Professional)
- CMDB - US$1195 (Professional only)
- Computer Telephony Integration (CTI) - US$1195 (Standard and Professional)
- Failover Service - US$2395 (Standard and Professional)
- Annual Maintenance Service (AMS) - US$35 per technician/year (Free edition only, up to 5 technicians)
Disclaimer: The pricing is subject to change.
ManageEngine ServiceDesk Plus Integrations
The software supports integration with multiple systems and platforms, such as:
- Microsoft Teams
- ChatGPT
- Slack software
- Microsoft Power BI
- Jira software
Who Is ManageEngine ServiceDesk Plus For?
ManageEngine ServiceDesk Plus is ideal for a wide range of industries and sectors, including:
- Retail
- Higher education
- Government
- Manufacturing
- Healthcare
Is ManageEngine ServiceDesk Plus Right For You?
If you are looking for a secure, ITIL-aligned platform, ManageEngine ServiceDesk Plus stands out for large enterprises. Its AI-powered service management and GenAI integrations enhance automation and productivity across global operations. Built on ITSM best practices and designed for scalable deployment, it delivers strong governance and reliability. It also provides security information and event management integrations for compliance, threat detection, and incident response within a unified platform, supporting complex enterprise environments effectively.
Still unsure about ManageEngine ServiceDesk Plus? Contact us at (661) 384-7070 for further guidance.
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
Dedicated multi-tenant architecture tailored for MSP environments
Robust native integrations with a wide range of other ManageEngine tools
Comprehensive ITSM features, including Incident, Problem, and Change Management (Enterprise)
Integrated Professional Services Automation (PSA) for automated billing and time tracking
Cons
Might require initial training for better software adoption
Extensive capabilities may initially overwhelm users
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.