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Help Desk Software
ManageEngine ServiceDesk Plus reviews and summary
ManageEngine ServiceDesk Plus is a comprehensive, integrated IT help desk and IT asset management software solution. It bundles essential IT service management functionalities including incident management (trouble ticketing), asset discovery and tracking, software license management, purchase order tracking, contract management, a self-service portal for end-users, and a knowledge base—all at a competitive price point. Available in both on-premise and cloud-hosted (on-demand) deployments, it provides the tools necessary to establish a full-fledged, ITIL-aligned service desk. The platform is designed to streamline support operations, improve technician productivity throug... ServiceDesk Plus is tailored for IT departments and help desk teams in small...
Best for
ServiceDesk Plus is tailored for IT departments and help desk teams in small, medium, and large businesses across all industries. It is particularly appealing to organizations looking for an affordable yet powerful all-in-one ITSM solution that can scale with their needs, whether they prefer cloud flexibility or on-premise control.
Starting price
$495.00 Per-Year
Category
Help Desk Software
Vendor
ManageEngine
Key takeaways
Our verdict
ManageEngine ServiceDesk Plus delivers exceptional value by packing a wide range of ITSM and ITAM capabilities into a single, cost-effective package. Its dual deployment options and user-friendly design make it accessible and practical. For IT teams needing to professionalize their service delivery without a massive investment, it is a reliable and highly capable workhorse.
Quick facts
ManageEngine ServiceDesk Plus at a glance
Overall rating
4.3/5
Reviews
162
Starting price
$495.00 Per-Year
Vendor
ManageEngine
Founded
1996
Location
United States
Category
Help Desk Software
Ratings
ManageEngine ServiceDesk Plus ratings
Ratings in this section summarize available rating data. Software reviews are shown separately when users submit reviews.
Decision notes
ManageEngine ServiceDesk Plus pros and cons
Potential strengths
- It combines help desk workflows with asset and license tracking instead of relying on separate systems.
- Built-in support for incident handling, self-service, and knowledge capture can reduce repetitive support requests.
- You get deployment flexibility across cloud and on-prem, which can align better with IT governance requirements.
Points to verify
- Confirm whether your support team needs a self-service portal, and test user flow before replacing your current ticket intake method.
- Check if contract, purchase, and asset tracking behavior is required in daily operations and can be enforced without custom process drift.
Buyer fit
Who uses ManageEngine ServiceDesk Plus?
ServiceDesk Plus is tailored for IT departments and help desk teams in small, medium, and large businesses across all industries. It is particularly appealing to organizations looking for an affordable yet powerful all-in-one ITSM solution that can scale with their needs, whether they prefer cloud flexibility or on-premise control.
Feature research
ManageEngine ServiceDesk Plus features
These are common features buyers compare in Help Desk Software. Product-specific availability should be confirmed with the vendor.
Escalation Alerts
Automated alerts designed to flag tickets that require immediate priority escalation.
Intelligent Ticket Routing
System-driven assignment of support tickets to relevant personnel based on custom criteria.
Contact Center Administration
Comprehensive oversight of all telephony operations including recording and transferring.
White-Label Branding
Modify the software interface with corporate logos and color schemes for a branded experience.
Centralized Document Repository
Keep documents in a unified repository to ensure streamlined accessibility.
Email System Integration
Sync with major email providers like Outlook, Gmail, and Yahoo for streamlined communication.
ITAM (IT Asset Management)
Maintain an inventory of hardware and software assets while monitoring configuration changes.
Help Center Management
Maintain a central library of help articles and organizational knowledge.
Pre-defined Support Responses
Utilizes templated responses for efficient handling of common support inquiries.
Omnichannel Communication
Unified support across various communication channels, including email, social media, and chat.
Network Health Monitoring
Monitor server performance and network health while providing accessible status data.
Instant Messaging
Facilitate immediate, live text-based communication between users or customers.
Pricing
ManageEngine ServiceDesk Plus pricing
Starting price
$495.00 Per-Year
Visit Website
Pricing can change. Confirm current plans and terms with the vendor.
Compare
ManageEngine ServiceDesk Plus alternatives
Compare ManageEngine ServiceDesk Plus with other Help Desk Software tools that buyers often evaluate.
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HelpCrunch by HelpCrunch
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Kayako by Aurea
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Gist by ConvertFox Global
Gist brings marketing, sales, and support conversations into one web-based workspace, which can help smaller teams reduce tool switching while they test whether its all-in-one appr...
Teamwork Desk by Teamwork.com
Teamwork Desk is a help desk option for teams that need customer emails and support requests in one ticket queue. It is worth checking if a shared inbox is starting to hide ownersh...
Software reviews
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FAQ
ManageEngine ServiceDesk Plus FAQs
IT support teams and service desk operations looking for a combined help desk and asset-management workflow with predictable structure and reporting.
No. The profile includes both options, so you can start with the deployment model that matches security and control requirements.
Yes, while still usable by smaller teams, but rollout should be measured against ticket volume and asset lifecycle complexity.
Pilot one support queue and one high-volume asset group first, then compare resolution flow and reporting quality.
Teams often underconfigure workflows at launch, so define escalation paths, notifications, and ownership rules before go-live.
Validate that contract, purchase, and license tracking are actively used in the design, not just enabled by default.
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