Overall experience with
How helpful reviews are selected
Favorable Review
Product: ServiceDesk Plus
Predictive AI and Workflow Features Advance ServiceDesk Plus Despite Integration Limits
Critical Review
Product: ServiceDesk Plus
Navigation and Email Notifications Present Challenges for Occasional End Users
Likes and dislikes about
likes
Platform is very flexible to define workflows for all ITSM modules (INC, Change, Problem, SR), notification enablement for SLA breach and recently released Predictive AI and GenAI features are helping a lot for easy administration. ServiceDesk Plus supports multiple third-party tool integrations (be it observability platforms, other ITSM platforms).
April 16, 2026
dislikes
It's hard sometimes to assign a resolution/ticket to another technician. The email notifications are inconsistent and when you get one and when you don't. It should be more intuitive. End users should not have to be trained on how to use it.
April 17, 2026
This service may contain translations provided by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and noninfringement. Gartner's use of this provider is for operational purposes and does not constitute an endorsement of its products or services.