Home/Service Desk Software/ManageEngine ServiceDesk Plus
Updated on: June 24, 2021
What is ManageEngine ServiceDesk Plus ?

ManageEngine ServiceDesk Plus

Flexible software to empower IT help desk
(329 Ratings) Write Review

ManageEngine ServiceDesk Plus is a flexible and scalable help desk software that offers better visibility and central control.The software helps adding value to your IT help desk through effective integration with IT management apps.It smartly automates all your help desk activities and is capable to support extensive reporting. Codeless customization allows creative freedom and ensures better adaptation to suit your unique business requirements. The tool can be deployed on either cloud or on premises. The software is available in 3 variants like Standard, Professional and Enterprise level. Each of the forms come suitably equipped with help desk features.

ManageEngine ServiceDesk Plus Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number Pleasanton, CA / +1 (888) 900-9646
Deployment SaaS/Web/Cloud Mobile - Android Installed - Windows Category Service Desk Software

ManageEngine ServiceDesk Plus Pricing

Pricing ModelFree Trial , Subscription
Standard
$10 /User/Month

Standard (IT Help Desk)

1. 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

2. 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

Add-Ons

1. Cloud

  • Project management : $105 / month
  • Change management : $ 225 / month
  • Live chat : $ 6 per tech per month
  • Custom application platform : $ 25 / concurrent
  • Annual maintenance service (AMS): $ 35 per technician annually

(Optional and applicable only for free edition) :$ 3.5 per technician monthly

2. On-Premise

  • Service catalog : $1195
  • Project management : $1195
  • Change management : $2395
  • Fail over service : $2395
  • Robo technician : $495
  • Zoho reports (5 users, 500,000 rows) : $ 645
  • Analytics plus (Base pack 2 users included) : $ 2395
  • Active Directory Management (for 2 technicians) : $200
  • Annual maintenance service (AMS) (Optional and applicable only for free edition) : US$ 35 per technician annually

Features

The perfect starter kit to get your ticketing right.

  • Incident management
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Help desk reports

Contact the vendor to get the detailed pricing information.

Professional
$21 /User/Month

Professional (IT Help Desk + Asset)

1. 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
  • 5 tech and 500 nodes - $115/month or $1195/year
  • 10 tech and 500 nodes - $215/month or $2295/year

2. On-Premise

  • Starts from $248/tech billed annually
  • Starts from $495/year – 2 techs and 250 nodes
  • 5 tech and 500 nodes : $ 1195/ year
  • 10 tech and 500 nodes : $2295/year

Add-ons

1. Cloud

  • Project management : $ 105 / month
  • Change management : $ 225 / month
  • Live chat : $ 6 per tech per month
  • Remote control : $ 29 / concurrent
  • Custom application platform : $ 25 / concurrent

2. On-Premise

  • Service catalog : $ 1195
  • Problem management : $ 1195
  • Project management : $ 1195
  • Change management : $ 2395
  • CMDB : $ 1195
  • Fail over service : $ 2395
  • Robo technician : $ 495
  • Zoho reports (5 users, 500,000 rows) : $ 645
  • Analytics plus (Base pack 2 users included) : $ 2395
  • Active Directory Management (for 2 technicians) : $ 200

Features

The right package for integrated IT Asset management.

  • Help desk management
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase and contracts management

Contact the vendor to get the detailed pricing information.

Enterprise
$50 /User/Month

Enterprise (IT Help Desk + Asset + ITIL)

1. 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
  • 10 techs and 500 nodes - $555/month or $5995/year

2. On-Premise

  • Starts from $598/tech billed annually
  • Starts from $1,195/year – 2 techs and 250 nodes
  • 10 techs and 500 nodes - $2995/year

Add-ons

1. Cloud

  • Live chat : $6 per tech per month
  • Remote control : $29 / concurrent
  • Custom application platform : $25 / concurrent

2. On-Premise

  • Robo technician : US$ 495
  • Zoho reports (5 users, 500,000 rows) : US$ 645
  • Analytics plus (Base pack 2 users included) : US$ 2395
  • Active Directory Management (for 2 technicians) : US$ 200

Features

The complete ITIL ready ITSM suite with all features that an IT service desk needs.

  • Incident management
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management
  • CMDB (Available only on-premises)

Contact the vendor to get the detailed pricing information.

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Disclaimer: The pricing details were last updated on 29/06/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about ManageEngine ServiceDesk Plus pricing.

ManageEngine ServiceDesk Plus FAQs

Yes, ManageEngine ServiceDesk Plus provides API.

Ask the Community View Community

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ManageEngine ServiceDesk Plus Reviews

OVERALL RATING
4.3
Based on 329 Rating(s)
Rating Distribution
  • 50 %
  • 40.7 %
  • 8.1 %
  • 0.6 %
  • 0.6 %
SHARE YOUR EXPERIENCE Write a Review
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Hassan MSource : g2crowd.com
(Reviewed on 18 November 2020)
"BEST ITSM compliant Service Desk Solution"

What do you like best?

Detailed and easy to use with respect to configurations, Service Desk Flows, Managing Requests, Change, Incidents, Release, Projects, Purchase contracts etc.

What do you dislike?

Their should be free simulation for all the available options not only demo portal.

Recommendations to others considering the product:

Manage Engine Service Desk Plus is cost effective ITSM compliant solution.

What problems are you solving with the product? What benefits have you realized?

Managing User request into the network and easy to align technicians to support end user query.

...more
BraulioSource : financesonline.com
(Reviewed on 27 October 2019)
The only service desk software for us

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

Our IT team is having a less challenging time resolving and managing tickets with ManageEngine ServiceDesk. It is a plus as well that end-users have a portal where they can keep track of their ticket submissions. Also, everything is updated and easily visible to everyone so communication problems are all set. But the biggest benefit is the reduction of tickets and calls since people can simply check their accounts or emails for updates.

Are you a current user of this product?

Yes

...more
Dhilshan SSource : g2crowd.com
(Reviewed on 25 October 2019)
"Best service desk manager"

What do you like best?

Manage engine is the one of the best service desk platform available in the market. It is very easy to to use if properly implemented. Both customer and services teams are benefited by its reporting and notifications

What do you dislike?

User interface can be made more accessible.Appearance can be made more modern

Recommendations to others considering the product:

I would like to recommend Manage Engine service desk to make your IT service delivery team more efficient

What problems are you solving with the product? What benefits have you realized?

Manage engine solves major service delivery issues. Proper reporting including SLA violation,resolution and escalation automation makes an efficient service delivery team

...more
EmeraldSource : financesonline.com
(Reviewed on 22 October 2019)
The best IT service desk platform there is

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

I work in a multi-national organization. ManageEngine ServiceDesk has allowed different support teams across the globe to have a singular platform for managing issues. What's more, it has helped us in determining where we need training and improvement.

Are you a current user of this product?

Yes

...more
EthanSource : financesonline.com
(Reviewed on 18 October 2019)
Makes our support management easier

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

It's easier to manage tickets with this solution. Before we implemented it, we did not have a centralized and organized way of dealing with issues except emails and phone calls. Now, the support team has everything arranged on ManageEngine ServiceDesk. On top of that, our customers appreciate the use of the platform.

Are you a current user of this product?

Yes

...more
Scott MSource : g2crowd.com
(Reviewed on 03 October 2019)
"ServiceDesk"

What do you like best?

The ticket management system is fantastic and also boasts inbuilt asset management.

What do you dislike?

The UI is very busy and has a lot going on, could be trimmed down for optimal experience.

What problems are you solving with the product? What benefits have you realized?

We use it as a helpdesk and ticket logging system for technical issues.

...more
Scott MSource : g2crowd.com
(Reviewed on 03 October 2019)
"ServiceDesk"

What do you like best?

The ticket management system is fantastic and also boasts inbuilt asset management.

What do you dislike?

The UI is very busy and has a lot going on, could be trimmed down for optimal experience.

Show More
What problems are you solving with the product? What benefits have you realized?

We use it as a helpdesk and ticket logging system for technical issues.

...more
NicolasSource : financesonline.com
(Reviewed on 18 September 2019)
The best ticket management software

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

There are no cons to using this system.

What specific problems in your company were solved by this product?

Though it is a ticketing system, it has different facets that meet our organization's needs from every angle.

Are you a current user of this product?

Yes

...more
AdministratorSource : g2crowd.com
(Reviewed on 10 September 2019)
"Smartness with service desk plus"

What do you like best?

Manageengine service desk plus is a complere IT solution with a lots of great features that gell with your organization. Manageengine can be customized as per your organization needs. I have tried a lots of helpdesk software but that one is awesome

What do you dislike?

Simply say no to dislike... Its best and toper software in IT helpdesk industry

Show More
Recommendations to others considering the product:

Recommended for best operational result's

What problems are you solving with the product? What benefits have you realized?

After implementation of manageengine a lots of manual working go into online mode. Setting tier and KPIs against generated tickets. Transparency, efficiencies & timely response level goes high

...more
Source : g2crowd.com
(Reviewed on 31 July 2019)
"Great Product"

What do you like best?

Easy to Navigate and control Tickets without having to sacrifice functionality

What do you dislike?

Too many emails sent out to the customers

What problems are you solving with the product? What benefits have you realized?

Easy managing a ton of tickets at once.

...more
Read All Reviews

Videos on ManageEngine ServiceDesk Plus

ManageEngine MDM Free Training - App Management and Device Security
ManageEngine MDM Free Training - App Management and Device Security
ManageEngine MDM Free Training - Device Enrollment and Provisioning
ManageEngine MDM Free Training - App Management and Device Security

ManageEngine ServiceDesk Plus Screenshots

ManageEngine ServiceDesk Plus Demo - Live dashboards
ManageEngine ServiceDesk Plus Demo - Request management
ManageEngine ServiceDesk Plus Demo - Configuration Items Relationship
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus Demo - Live dashboards
ManageEngine ServiceDesk Plus Demo - Live dashboards
ManageEngine ServiceDesk Plus Demo - Request management
ManageEngine ServiceDesk Plus Demo - Configuration Items Relationship
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot
ManageEngine ServiceDesk Plus screenshot

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