ServiceDesk Plus 9.3 from ManageEngine (which is available in a free version) is among the most mature of all the helpdesk products we reviewed in this roundup. That’s evident in its breadth of features, its focus on Information Technology Infrastructure Library (ITIL) as well as advanced capabilities, including change management. At the time we tested ServiceDesk, it was also offered only in an on-premises deployment model, though the company has added a cloud-based option since then, but you’ll need to contact ManageEngine for pricing information. The company also offers a version of ServiceDesk Plus 9.3 specifically for managed service providers (MSPs) and this, too, has its own pricing options.
What keeps ServiceDesk Plus 9.3 out of the Editors’ Choice winners’ circle is its dated and complex user interface (UI) that’s definitely more difficult to use than something such as Freshdesk or Editors’ Choice winners HappyFox and the feature-comparable Vivantio Pro.
ManageEngine IT help desk software
ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end users, and stakeholders alike.
ManageEngine ServiceDesk Plus Reviews 2018
PROS
- Has enough features to keep most satisfied. Menu bar provides easy access to important features.
CONS
- On-premises licensing not as flexible as cloud service pricing
BOTTOM LINE
- Combining service desk functionality with asset management, ServiceDeskPlus 9.1 offers a very mature feature set that’s aimed primarily at large organizations desiring on-premises help desk software that conforms to ITIL best practices.