ManageEngine ServiceDesk Plus MSP
Service desk software
Service lifecycle management software
Service planning software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$145 per technician per year
Free TrialFree version
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- Information technology and software
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What is ManageEngine ServiceDesk Plus MSP
ManageEngine ServiceDesk Plus MSP is an IT service management (ITSM) service desk platform designed for managed service providers to run multiple client help desks from a single system. It supports incident and service request handling, SLA management, knowledge base, and reporting with tenant separation for different customers. The product is typically used by MSP service desk teams that need standardized workflows and visibility across customers while maintaining client-specific configurations.
MSP-focused multi-tenant design
The MSP edition is built to manage multiple customer organizations within one deployment while keeping data separated per client. This supports centralized administration alongside customer-specific SLAs, categories, and workflows. It fits MSP operating models better than single-organization service desk deployments that require workarounds for client separation.
ITIL-aligned service desk features
It includes core ITSM capabilities such as incident and service request management, service catalog, knowledge base, and SLA tracking. These functions help standardize intake, triage, and resolution processes across customers. The feature set aligns with common service desk operating practices used by MSPs and internal IT teams.
Broad ManageEngine ecosystem integration
ServiceDesk Plus MSP can be used alongside other ManageEngine products for endpoint, network, and identity operations, enabling shared workflows between monitoring/management and ticketing. This can reduce manual context switching when incidents originate from operational tools. It is also available in on-premises deployments, which can be important for MSPs with specific hosting or data residency requirements.
Complexity for smaller MSPs
The breadth of ITSM configuration options (workflows, templates, SLAs, catalogs, and roles) can increase initial setup time. Smaller MSPs that want a lightweight ticketing tool may find the administrative overhead higher than simpler help desk products. Ongoing tuning is often needed to keep processes consistent across multiple customers.
PSA-style functions not primary
While it supports service desk operations, it is not primarily positioned as a full professional services automation system for MSP business management. MSPs that require deep time entry, billing, contract profitability, and accounting-oriented workflows may need additional systems or integrations. This can add integration and process complexity for end-to-end MSP operations.
User experience varies by deployment
Organizations commonly report that interface and workflow usability depend on how heavily the instance is customized and which modules are enabled. Heavily customized forms and approvals can make navigation slower for technicians and requesters. This increases the importance of governance around configuration changes and template standardization.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Standard | Cloud: $13 per technician/month (monthly billing). On-premises: $145 per technician/year (billed annually). | Service desk for MSPs. Free tier available (up to 5 technicians). Add-ons (annual): Service catalog $1,595/yr; Project management $1,595/yr; Problem management $1,595/yr; Change & release management $3,195/yr; Live chat $65/tech/yr; Remote control (NA for Standard on some SKUs). Assets applicability: IT assets not applicable for Standard. |
| Professional | Cloud: $27 per technician/month. On-premises: $723 per technician/year (billed annually). | Service desk with IT asset management (ITAM). IT assets counted for pricing. Add-ons: Service catalog $595/yr; Project management $1,595/yr; Problem management $1,595/yr; Change & release management $3,195/yr; CMDB $1,595/yr; Live chat $65/tech/yr; Remote control $315 per concurrent session/month. |
| Enterprise | Cloud: $67 per technician/month. On-premises: $1,273 per technician/year (billed annually). | Unified PSA‑ITSM platform for MSPs. Supports larger asset counts; many features included (change, project, CMDB often included in Enterprise). Add-ons: Live chat $65/tech/yr; Remote control $315 per concurrent session/month. |
Notes: On-premises editions are billed annually. Cloud and on-prem pricing and available add-ons/prices are listed on ManageEngine's official ServiceDesk Plus MSP pricing and editions pages. Pricing is per technician (administrators and technicians); IT assets (nodes) are counted separately for Professional and Enterprise. Discounts available for yearly subscriptions; a 30-day free trial is offered. For quotes beyond listed bundles (large asset counts or >10,000 assets) contact sales.
Seller details
Zoho Corporation
Chennai, Tamil Nadu, India
1996
Private
https://www.zoho.com/
https://x.com/zoho
https://www.linkedin.com/company/zoho/
