Name: ManageEngine ServiceDesk Plus
Rating: 4.5 (171 reviews)

Overview

Product Information on ManageEngine ServiceDesk Plus

Updated 13th October 2025

What is ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus is an IT service management software designed to assist organizations in streamlining their IT support and help desk operations. The software offers features such as incident management, asset management, change management, problem management, and a self-service portal, enabling users to submit and track service requests. It supports workflow automation, knowledge base creation, and SLA management to enhance operational efficiency. ServiceDesk Plus also provides reporting and analytics capabilities to help organizations monitor performance metrics and optimize IT service delivery. The software addresses the business need for centralized ticket handling, resource tracking, and standardized IT processes.

Overall experience with ManageEngine ServiceDesk Plus

IT Operations Manager

500M - 1B USD, Services (non-Government)

FAVORABLE

“SDP Cloud - fantastic solution and account team”

5.0

Aug 11, 2025

As a long term consumer of Service Desk Plus, I find the solution to be one of the best on offer. Over the past 10 years we have implemented both the on-premise version and subsequently transitioned to the cloud offering in 2023. Our account team are very attentive and supportive, having visited us at headquarters on numerous occasions for general support, health checks and improvements. The most recent version of SDP cloud is sleek and professional, couldn’t recommend it more.

Senior Systems Administrator

50M - 250M USD, Insurance (except health)

CRITICAL

“Portal is good, Mobile app is lacking”

3.0

Jan 5, 2024

Web Portal is good, and we have done customization to do a lot with it to the way we want it. However, the mobile app for Android needs major improvements. It's had longstanding showsopping bugs that make the app nearly unusable. Certain characters in a basic signature block cause replies in the app to throw massive errors; to reply to a ticket, you open it, edit the user's description and delete all, before the app crashes (while floating errors appear constantly). Sometimes the app will not notify you of a ticket, which is problematic when you're on call. Very annoying when you log in to the web portal to handle the ticket because the mobile app is weak, and then you see tickets the app didn't notify you about. It's not very intuitive and the workflow is disjointed. "Edit ticket, then elsewhere reply to ticket using workaround above, then try to close it, then it errors because you don't have a resolution, so you have to go to manually add a resolution...." If you can't close a ticket for missing resolution, it should prompt you. If you can't close a ticket due to missing metadata, it should prompt you. Not just stop. Devs have obviously never used the mobile app as the reply bug has been present since day one.

About Company

Company Description

As the enterprise IT management division of Zoho Corp., ManageEngine empowers you to take control of your IT, from your security, networks, and servers to your applications, service desk, Active Directory, desktops, and mobile devices.

Company Details

Year Founded

2002

Head office location

Del Valle, United States

Number of employees

5001 - 10000

Website

https://www.manageengine.com/

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Reviewer Insights for: ManageEngine ServiceDesk Plus

Deciding Factors: ManageEngine ServiceDesk Plus Vs. Market Average

Performance of ManageEngine ServiceDesk Plus Across Market Features

ManageEngine ServiceDesk Plus Likes & Dislikes

1. Ease of use and ability to customize and configure - Very easy to pick up, learn and master. We are running through a roadmap of improvements which will transform the IT Service we provide to our business. 2. Integration and automation - Easy to link SDP cloud to other platforms such as Azure (Entra), Intune and more 3. Support and Account Team - always attentive and supportive. Help us to get the best of the solution

Web based Has a mobile app (but is problematic) Lots of customization possible

It's always been stable so far, no issues. All major incidents were resolved almost immediately. A lot of useful features as well that are included even on the basic plan.

Hard to select anything as a Dislike however areas for improvement (which I know are in development) Enhancements to ZIA - we have configured blended conversations however ZIA ask will provide GenAI type interaction when released.

Mobile app is not reliable and buggy Workflow is not great Rarely has some weird glitch that's portal side that impacts functionality

I wish the support desk could be more helpful. They have been helping me to answer some of the questions that I have but not to the level of efficiency or effectiveness that I would hope. Time was wasted mostly because the conversation went back and forth.

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Peer Discussions

ManageEngine ServiceDesk Plus Reviews and Ratings

4.5

(171 Ratings)

Rating Distribution

5 Star: 50%
4 Star: 41%
3 Star: 8%
2 Star: 1%
1 Star: 0%

Customer Experience

Evaluation & Contracting

4.5

Integration & Deployment

4.5

Service & Support

4.4

Product Capabilities

4.5

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IT Operations Manager
50M-1B USD
Services (non-Government)
Review Source
SDP Cloud - fantastic solution and account team
5.0
Aug 11, 2025
As a long term consumer of Service Desk Plus, I find the solution to be one of the best on offer. Over the past 10 years we have implemented both the on-premise version and subsequently transitioned to the cloud offering in 2023. Our account team are very attentive and supportive, having visited us at headquarters on numerous occasions for general support, health checks and improvements. The most recent version of SDP cloud is sleek and professional, couldn’t recommend it more.
IT Services Associate
1B-10B USD
Banking
Review Source
Useful Features Appreciated, Documentation Gaps and Support Limitations Highlighted
4.0
Oct 29, 2025
So far so good. There are a lot of useful features within the product that can help improve our productivity. However, the documentation on certain features that require configuration needs to be improved and more detailed. For example, we wanted to enable the Azure AD sync integration, the documentation that is listed on manage engine doesn't show what will happen to the existing users that we have, whether they will be overwritten or duplicated, even the product expert wasn't sure.
Data and Analytics Manager
50M-1B USD
Manufacturing
Review Source
Product Offers 24/7 Support and great Feature Integration
5.0
Oct 29, 2025
we love the product and the 24/7 service support. this product has replaced several products for us.
ENGINEER
10B+ USD
IT Services
Review Source
Ticketing System Praised for User-Friendly Design and Easy Integration Process
5.0
Jan 12, 2026
This product is great. This is our ticketing system and it's very easy to use.
IT Operations Specialist
50M-1B USD
Telecommunication
Review Source
Asset Tracking And Easy Reporting Features Support IT Team Operations Effectively
5.0
Dec 15, 2025
Efficient ITSM tool with streamlined ticketing and service management

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ManageEngine ServiceDesk Plus