About ManageEngine ServiceDesk Plus MSP
ManageEngine ServiceDesk Plus MSP is a unified PSA software from ManageEngine that supports modern managed service providers (MSPs) in delivering IT services effectively. It combines professional service automation, IT service management essentials, and AI-powered efficiency to help improve service delivery and customer experiences. The platform also includes no-code and low-code automation features, along with visual life cycles and workflows to simplify complex processes. With its SaaS version, organizations can get started instantly, ensuring quick implementation and faster ROI. Key capabilities: professional service automation IT service management essentials AI-powered efficiency no-code and low-code automation visual life cycles and workflows Best for: MSPs that need a comprehensive tool for service management and automation.
ManageEngine ServiceDesk Plus MSP is a robust, enterprise-grade ITSM and PSA platform purpose-built for managed service providers seeking efficiency, scalability, and profitability. The software unifies core MSP operations—ticketing, asset management, project tracking, billing, and customer management—into a single, well-integrated system, reducing the need for multiple disconnected tools. Its support for both cloud and on-premises deployment offers flexibility for MSPs with varying compliance and infrastructure needs. One of the platform’s strongest advantages is its automation and customization capability. With visual life cycles, low-code/no-code workflow builders, and AI-powered features such as predictive ticket handling and an intelligent chatbot, ServiceDesk Plus MSP helps MSPs streamline repetitive tasks and deliver faster, more consistent service. Automated time tracking and billing, along with integrations like QuickBooks and Microsoft 365, further enhance operational efficiency and accuracy. The solution also excels in visibility and control. Built-in reports, live dashboards, Gantt charts, and Kanban boards provide clear insights into tickets, projects, resources, and revenue, supporting better strategic decision-making.
Pros & Cons
- +Supports true multi-client management in a single console, making it well suited for MSPs and call centers.
- +Consolidates tickets, assets, SLAs, and customer requests into one centralized service platform.
- +Automation rules enable smart ticket assignment to the right technicians, reducing response delays.
- +Strong workflow and form customization allows tailoring processes to match real operational needs.
- +Effectively manages IT assets, inventories, contracts, and maintenance SLAs across organizations.
- −Some ticket messages or customer documents may fail or get stuck during upload or download.
- −Interface feels outdated and clunky, reducing usability for teams expecting modern UX design.
- −Overemphasis on ITIL processes can limit flexibility and practical day-to-day functionality.
- −Advanced or custom reporting is difficult to generate and lacks intuitive report building tools.
- −Project management module is weak and offers limited value compared to dedicated PM tools.
Features
Key features
- AI-powered service delivery
- Uses AI and ML for smart ticket predictions and an intelligent chatbot to improve self-service and response times
- Unified ITSM and PSA platform
- Combines service desk, billing, projects, assets, and customer management in one system
- Workflow and life cycle automation
- Visual life cycles and low-code/no-code workflows to automate ITSM and PSA processes
- Automated billing and time tracking
- Tracks technician time and links it directly to automated, accurate billing
- Flexible deployment options
- Available as both cloud (SaaS) and on-premises to suit MSP compliance needs
- Advanced reporting and dashboards
- Built-in reports, live dashboards, and analytics for data-driven decisions
Additional features
- Account management
- Manage multiple customers with customer-specific SLAs, catalogs, and configurations
- Incident management
- Handle and track IT tickets efficiently across multiple clients
- Service catalog
- Standardize and deliver IT services through structured service offerings
- Problem management
- Identify root causes and prevent recurring incidents
- Change management
- Plan, approve, and control IT changes with defined workflows
- Release management
- Manage releases with controlled processes and approvals
- IT asset management
- Track hardware and software assets across customers
- Asset depreciation assessment
- Evaluate asset value over time for financial accuracy
- Purchase and contract management
- Manage vendor purchases, contracts, and renewals
- CMDB
- Maintain relationships between assets, services, and dependencies
- Project management
- Plan and track projects using Gantt charts and Kanban boards
- Time sheets
- Record technician work hours for billing and productivity analysis
- Automated billing and invoicing
- Generate invoices seamlessly from service desk data
- Knowledge base
- Create and manage articles for technicians and end users
- Self-service portal
- Enable users to log and track requests independently
- AI chatbot
- Provide automated assistance and self-service support
- Reports and dashboards
- Access real-time insights with customizable reports
- Workflow builders
- Design and automate ITSM and PSA workflows visually
- Microsoft 365 integration
- Integrates with Teams, Outlook, and Calendar
- QuickBooks integration
- Sync billing and financial data
- Computer telephony integration
- Support phone-based ticket creation and tracking
- Endpoint management integration
- Manage and monitor client endpoints
- Remote monitoring and management
- Monitor networks, devices, and applications
- Identity and access management support
- Enable role-based access and Zero Trust practices
- Security information and event management support
- Assist with threat detection and compliance
Pricing
Countries & Languages
Interface languages
Billing currencies
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About ManageEngine ServiceDesk Plus MSP
ManageEngine ServiceDesk Plus MSP is a unified PSA software from ManageEngine that supports modern managed service providers (MSPs) in delivering IT services effectively. It combines professional service automation, IT service management essentials, and AI-powered efficiency to help improve service delivery and customer experiences. The platform also includes no-code and low-code automation features, along with visual life cycles and workflows to simplify complex processes. With its SaaS version, organizations can get started instantly, ensuring quick implementation and faster ROI. Key capabilities: professional service automation IT service management essentials AI-powered efficiency no-code and low-code automation visual life cycles and workflows Best for: MSPs that need a comprehensive tool for service management and automation.
ManageEngine ServiceDesk Plus MSP Details
ManageEngine ServiceDesk Plus MSP's In-App Market Place
Does ManageEngine ServiceDesk Plus MSP have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
AED (د.إ), AUD ($), CAD ($), CHF (CHF), EUR (€), GBP (£), INR (₹), JPY (¥), SGD ($), USD ($)
Pros & Cons
- Supports true multi-client management in a single console, making it well suited for MSPs and call centers.
- Consolidates tickets, assets, SLAs, and customer requests into one centralized service platform.
- Automation rules enable smart ticket assignment to the right technicians, reducing response delays.
- Strong workflow and form customization allows tailoring processes to match real operational needs.
- Effectively manages IT assets, inventories, contracts, and maintenance SLAs across organizations.
- Some ticket messages or customer documents may fail or get stuck during upload or download.
- Interface feels outdated and clunky, reducing usability for teams expecting modern UX design.
- Overemphasis on ITIL processes can limit flexibility and practical day-to-day functionality.
- Advanced or custom reporting is difficult to generate and lacks intuitive report building tools.
- Project management module is weak and offers limited value compared to dedicated PM tools.
ManageEngine ServiceDesk Plus MSP's Support Options
Email Address
support@servicedeskplusmsp.comContact
1-888-720-9500Community Forums
https://pitstop.manageengine.com/Chatbot
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