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ManageEngine ServiceDesk Review

ManageEngine ServiceDesk
Our score: 8.7 User satisfaction: 100%

What is ManageEngine ServiceDesk?

ManageEngine ServiceDesk is a comprehensive IT help desk software that combines asset management and help desk functionalities in a single platform. It is designed to help users get complete visibility of IT issues in their workplace and manage them accordingly in the most efficient manner possible. From ticket management and data archiving to asset tracking and license management, you can be sure that this solution has all the tools you will require.

Trusted by organizations such as Honda, Xerox, Disney, and Vodafone, ManageEngine ServiceDesk is equipped with best-in-class, ITIL-ready features that simplify help desk efforts. Among its most notable functionalities are incident management, problem management, change management, and asset management. These combined with the platform’s intuitive yet easy-to-use interface and robust productivity solutions will allow you to facilitate the different processes involved in handling IT help desk responsibilities while streamlining your workflow. ManageEngine ServiceDesk even has powerful reporting tools that let you monitor your performance as you go so you can further improve your operations in the future.

Another thing that makes this software unique from its competitors is its codeless customizations. With this, users can configure the software according to the needs of their business without having to spend too much time on programming. It even has an extensive selection of integrations that can be combined with the system in just a few clicks.

Overview of ManageEngine ServiceDesk Benefits

ManageEngine Service Desk is branded as one of the top help desk applications today and the tons of benefits that stem from using their system are more than enough to reveal why many businesses and organizations choose exactly this system for their customer service needs.

To start with, ManageEngine gives customers a variety of communication channels, and uncompromised, immediate access to your services. They can reach out for you any time and from any location, as the platform is fully-mobile, and responsive for any operation system.

The core value of ManageEngine, however, is that it boosts the quality of the service you’re providing to end users, as it applies best-practice ITSM workflows, and lets you customize your helpdesk until it looks the way you want it. End users get a solid knowledge base with an unlimited number of articles, and a web-based service portal to report their incidents and to submit tickets. Your agents on the other side of the line will quickly address and resolve their issues, and convert support into the most powerful retention mechanism.

Asset management is another handy feature offered to ManageEngine users, as now they can determine which assets are in their network easily and in time. For the purpose, they trigger the power of an agent-based scanning procedure, and fast and reliable auto discovery operations. It is exactly the insights in their network that help them manage sudden IT infrastructure changes, an option that is rarely provided by traditional helpdesks. You should have in mind that ManageEngine stores even the oldest and unused information, which can also be accessed from remote devices.

Last, but not least, ManageEngine offers remote support, which means that your agents will be able to assist all users regardless of their locations, and modify specifications according to their distinctive working processes. Once work is done, ManageEngine allows you to draft comprehensive reports using all important help desk metrics.

Overview of ManageEngine ServiceDesk Features

  • Multi language support coupled with smooth API integration
  • Solid Knowledge Base
  • Self Service Portal with password security
  • Modifiable help desk system
  • Service Level Agreements
  • Flexible ticket management
  • Mobile support compatibility with iPhone, iPad, and Android apps
  • Multiple channel support
  • Flexible out-of-the-box integrations with 3rd party apps
  • Easy & effective asset management
  • Effective incident and problem management

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

ManageEngine ServiceDesk Position In Our Categories

Since companies have distinctive business demands, it is only wise that they abstain from going for an all-encompassing, ideal software solution. Nonetheless, it is nearly futile to try to stumble on such application even among recognizable software systems. The rational thing to do can be to tabulate the various chief aspects which necessitate investigation including key features, pricing, skill aptitude of staff, business size, etc. Then, you should follow through the research through and through. Read these ManageEngine ServiceDesk evaluations and look into the other software products in your list in detail. Such all-encompassing research guarantee you avoid poorly fit software products and select the system that delivers all the benefits your company requires.

Position of ManageEngine ServiceDesk in our main categories:

TOP 3

ManageEngine ServiceDesk is one of the top 3 Contract Lifecycle Management Software products

TOP 50

ManageEngine ServiceDesk is one of the 50 Customer Support Software products

TOP 50

ManageEngine ServiceDesk is one of the top 50 Help Desk Software products

TOP 20

ManageEngine ServiceDesk is one of the 20 IT Asset Management Software products

ManageEngine ServiceDesk is also listed in the following subcategories:

Each company has different wants and needs an application that can be customized for their size, kind of staff members and clients, and the specific industry they are in. For these reasons, no system can provide perfect functionality off-the-shelf. When you look for a software app, first be sure what you want it for. Read some ManageEngine ServiceDesk Service Desk Software reviews and ask yourself do you desire basic functionality or do you need advanced features? Are there any industry-specific functionalities that you are searching for? Find the answers to these queries to assist your search. There are multiple factors that you need to consider and these include your finances, particular business wants, your organization size, integration requirements etc. Take your time, try out a few free trials, and finally choose the system that offers all that you require to boost your organization efficiency and productivity.

How Much Does ManageEngine ServiceDesk Cost?

ManageEngine ServiceDesk Pricing Plans:

Free Trial

Standard Cloud

$12/month

Standard On-Premise

$120/tech

Professional Cloud

$23/month

Professional On-Premise

$248/tech

Enterprise Cloud

$58/month

Enterprise On-Premise

$598/tech

ManageEngine ServiceDesk Plus offers plans that are priced based on the number of your technicians and administrators. If you have an IT asset management, you will for the number of nodes managed. You may also request a trial to test drive its features to help you choose a plan that works best for your business.

Standard (IT Help Desk)

  • Cloud
    • starts from $10/tech/month billed annually or $12/month billed monthly
    • Free for 2-5 techs and 250-500 nodes; starts from $115/month or $1,195/year – 10 techs and 500 nodes
  • On-Premise
    • starts from $120/tech billed annually
    • Free for 2-5 techs and 250-500 nodes; starts from $1,195/year – 10 techs and 500 nodes

Professional (IT Help Desk + Asset)

  • Cloud
    • starts from $21/tech/month billed annually or $23/month billed monthly
    • starts from $45/month or $495/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $248/tech billed annually
    • starts from $495/year – 2 techs and 250 nodes

Enterprise (IT Help Desk + Asset + ITIL)

  • Cloud
    • starts from $50/tech/month billed annually or $58/month billed monthly
    • starts from $115/month or $1,195/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $598/tech billed annually
    • starts from $1,195/year – 2 techs and 250 nodes

Add-ons

  • Service Catalog – $1,195/year available for Standard and Professional plans
  • Problem Management – $1,195/year available for the Professional plan only
  • Project Management – $1,195/year available for Standard and Professional plans

User Satisfaction

Positive Social Media Mentions 62
Negative Social Media Mentions 0

We realize that when you make a decision to buy Service Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ManageEngine ServiceDesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ManageEngine ServiceDesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise
  • Open API

Language Support

  • English
  • Dutch

Pricing Model

  • Monthly payment
  • One-time payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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ManageEngine ServiceDesk Comparisons

ManageEngine ServiceDesk user reviews

Feature-rich service desk platform

Read full review >
Herta
4/5

Overall Impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 10.11.2019 Company Size: 11-50 Employees Industry: Entertainment

Simplifies ticketing management

Read full review >
John
4/5

Overall Impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 05.11.2019 Company Size: More than 100 Employees Industry: Renewables & Environment

The only service desk software for us

Read full review >
Braulio
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.10.2019 Company Size: More than 100 Employees Industry: Hospital & Healthcare

The best IT service desk platform there is

Read full review >
Emerald
5/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 22.10.2019 Company Size: More than 100 Employees Industry: Publishing

A comprehensive review of ManageEngine ServiceDesk

Read full review >
Dessie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.10.2019 Company Size: More than 100 Employees Industry: Airlines/Aviation

What are ManageEngine ServiceDesk pricing details?

ManageEngine ServiceDesk Pricing Plans:

Free Trial

Standard Cloud

$12/month

Standard On-Premise

$120/tech

Professional Cloud

$23/month

Professional On-Premise

$248/tech

Enterprise Cloud

$58/month

Enterprise On-Premise

$598/tech

ManageEngine ServiceDesk Plus offers plans that are priced based on the number of your technicians and administrators. If you have an IT asset management, you will for the number of nodes managed. You may also request a trial to test drive its features to help you choose a plan that works best for your business.

Standard (IT Help Desk)

  • Cloud
    • starts from $10/tech/month billed annually or $12/month billed monthly
    • Free for 2-5 techs and 250-500 nodes; starts from $115/month or $1,195/year – 10 techs and 500 nodes
  • On-Premise
    • starts from $120/tech billed annually
    • Free for 2-5 techs and 250-500 nodes; starts from $1,195/year – 10 techs and 500 nodes

Professional (IT Help Desk + Asset)

  • Cloud
    • starts from $21/tech/month billed annually or $23/month billed monthly
    • starts from $45/month or $495/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $248/tech billed annually
    • starts from $495/year – 2 techs and 250 nodes

Enterprise (IT Help Desk + Asset + ITIL)

  • Cloud
    • starts from $50/tech/month billed annually or $58/month billed monthly
    • starts from $115/month or $1,195/year – 2 techs and 250 nodes
  • On-Premise
    • starts from $598/tech billed annually
    • starts from $1,195/year – 2 techs and 250 nodes

Add-ons

  • Service Catalog – $1,195/year available for Standard and Professional plans
  • Problem Management – $1,195/year available for the Professional plan only
  • Project Management – $1,195/year available for Standard and Professional plans

What integrations are available for ManageEngine ServiceDesk?

ManageEngine Service Desk is designed to work with different add-ons and plug-ins to meet the varying needs of businesses from different industries. Here are some of the applications it can integrate with:

Add-Ons

  • Social IT
  • WAN RTT Monitor
  • 3D Datacenter Floor
  • Cisco

Plug-Ins

  • Oracle
  • Sybase
  • NCM
  • Cassandra
  • Windows Azure
  • NetFlow
  • SAP
  • Websphere
  • Amazon
  • Microsoft

ManageEngine ServiceDesk average rating:

Average score
4.4/5 (10 user reviews)
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Nicolas

PROS: The platform is the best ticketing solution I have ever used. From the setup and implementation to the use and support, we are very satisfied. Our company has been using this for over five years nows and I can say that it has everything we need. It assists us in managing projects and tasks, overseeing our technicians, enabling end-users, and supervising the workflow. There are more features that make this platform very robust so it can take the place of any ticketing system a company has.

CONS: There are no cons to using this system.

Reviewed 4 months ago

Read full review >

The least favorable review

Ottilie

PROS: We use this software to support the organization across the board. It is a very flexible tool that has lots of highly functional features that allows us to keep track of and to manage system issues and concerns. At the moment, we have an on-site deployment but we are thinking of switching to the cloud. In any case, the platform has an intuitive interface that is navigable. And whenever we have problems, we can always rely on the support team.

CONS: When we implemented ManageEngine ServiceDesk, we were trying to resolve some of our reporting problems. However, the software has very limited standard reporting available.

Reviewed 5 months ago

Read full review >

More reviews from 10 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Feature-rich service desk platform

Read full review >
Herta
4/5

Overall Impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 10.11.2019 Company Size: 11-50 Employees Industry: Entertainment

PROS: Managing tickets is as easy as 1, 2, 3 with ManageEngine ServiceDesk. It is great that I can check previous tickets for ideas or answers because they allow us to work faster. I also enjoy using the assets tab in checking what we have installed on our campus.

CONS: It takes too many clicks to find the tool or the window that we need. The search function is outdated as well because it is not as helpful as we need. Plus, the mobile app is not the best. The better bet is to work on the mobile-adapted website. Moreover, the incessant reminder to claim tickets from the queue is annoying.

What do you think about this review? Great Poor

Simplifies ticketing management

Read full review >
John
4/5

Overall Impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 05.11.2019 Company Size: More than 100 Employees Industry: Renewables & Environment

PROS: ManageEngine ServiceDesk is our go-to for gathering data about issues. We like it because it has a simple layout that enables our client to send tickets immediately. Apart from that, the solution assists them in finding ways to solve their internet problems. We can also be sure of the security and the stability of the solution because of the regular patches and updates.

CONS: There are times when we run into technical errors with the software. To resolve them, we have to restart each time and it is not a great idea during business hours.

What do you think about this review? Great Poor

The only service desk software for us

Read full review >
Braulio
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.10.2019 Company Size: More than 100 Employees Industry: Hospital & Healthcare

PROS: ManageEngine ServiceDesk is a multi-faceted platform. While it is mainly used for ticketing, it has tools and features that enable us to manage users, assets, and projects. The user management aspect is awesome because we can integrate it with Active Directory to save time. Emailing is also a breeze, whether done in the software or in Outlook. Overall, it is a simple and easy-to-use application that smooths our ticket management.

CONS: It would be a nice idea if the software's capability to have custom triggers on ticket submissions has more room for flexibility. What I really want to happen is for the tickets to be organized according to the keywords detected. Additionally, customization is not the best but it looks like the vendor is working hard on it.

What do you think about this review? Great Poor

The best IT service desk platform there is

Read full review >
Emerald
5/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 22.10.2019 Company Size: More than 100 Employees Industry: Publishing

PROS: It did not take long for ManageEngine ServiceDesk to be configured and implemented across the board. It is a highly flexible platform that can support numerous teams dispersed throughout multiple sites. Because of that, each group can have their own custom workflows. Everything assists us in working quickly and the time logging makes us more efficient.

CONS: There are moments when the software has errors out of nowhere. It would be nice if the configurations are set for optimal use from the get-go so we do not have to waste time finding the right mix. Also, the user experience is not the best. Updating it would be a good move.

What do you think about this review? Great Poor

A comprehensive review of ManageEngine ServiceDesk

Read full review >
Dessie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.10.2019 Company Size: More than 100 Employees Industry: Airlines/Aviation

PROS: ManageEngine ServiceDesk is an economical yet feature-rich ticketing management system that integrates asset management and knowledge management. It is easy to deal with from the get-go. It is also flexible, as you can extend its capabilities using Python and Java. What's more, it can connect with Active Directory. With such extensibility and integration, its processes can be automated.

CONS: There are major features that this software does not have such as incident management and communication tools. The documentation is not even clear on how to maximize the solution because it's as if it's written for developers only. Also, the ticketing interface is not flexible.

What do you think about this review? Great Poor

Makes our support management easier

Read full review >
Ethan
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: We signed the highest tier version of ManageEngine ServiceDesk but it was not for us. It was too complex and there were too many features that we did know what to do with. However, because of the intuitiveness of the platform, we were able to find workarounds or learned how to utilize them eventually. The fact that everything is centralized is really helpful for us. Plus, there are numerous data collection options available for tickets.

CONS: There is nothing I dislike about the product itself. The tools I use on a daily basis are very functional. I just wish we had training so that it would be easier to use the solution.

What do you think about this review? Great Poor

The best ticket management software

Read full review >
Nicolas
5/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.09.2019 Company Size: More than 100 Employees Industry: Retail

PROS: The platform is the best ticketing solution I have ever used. From the setup and implementation to the use and support, we are very satisfied. Our company has been using this for over five years nows and I can say that it has everything we need. It assists us in managing projects and tasks, overseeing our technicians, enabling end-users, and supervising the workflow. There are more features that make this platform very robust so it can take the place of any ticketing system a company has.

CONS: There are no cons to using this system.

What do you think about this review? Great Poor

A complete ticketing solution

Read full review >
Waldo
4/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 11.09.2019 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: Our organization has found an end-to-end solution to our ticketing concerns with ManageEngine ServiceDesk. It is not just beneficial to the ones resolving tickets but it is also helpful to end users, as it enables them to check whether all their submitted tickets have been resolved and closed. More than that, the software makes us efficient and productive because of the work timer.

CONS: Managing technician's tickets is a complex process on the platform whereas it should be as simple as possible, as in other ticketing platforms. It is not a major problem though. However, I should point out another problem: the work timer. It is not accurate at all times, especially when ticket modification is required.

What do you think about this review? Great Poor

All about ManageEngine ServiceDesk

Read full review >
Austin
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 30.08.2019 Company Size: 51-100 Employees Industry: Philanthropy

PROS: This software keeps its customers informed regarding updates and future upgrades. We can see all this in the roadmap published online so we can look forward to them. Aside from that, we like how everything runs smoothly: from the ticket submission to the solution database. Other features like change management and asset management are also a definite plus because they allow us to oversee a myriad of things from a single platform.

CONS: The survey tool and the project tool need updates because currently, their flexibility is not up to par with other solutions.

What do you think about this review? Great Poor

My experience using ManageEngine ServiceDesk

Read full review >
Ottilie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 25.08.2019 Company Size: More than 100 Employees Industry: Food Production

PROS: We use this software to support the organization across the board. It is a very flexible tool that has lots of highly functional features that allows us to keep track of and to manage system issues and concerns. At the moment, we have an on-site deployment but we are thinking of switching to the cloud. In any case, the platform has an intuitive interface that is navigable. And whenever we have problems, we can always rely on the support team.

CONS: When we implemented ManageEngine ServiceDesk, we were trying to resolve some of our reporting problems. However, the software has very limited standard reporting available.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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