ManageEngine MSP Review - Features, Pricing & Deals

ManageEngine ServiceDesk Plus MSP is a comprehensive IT service management solution built for managed service providers who need to handle multiple client organizations. The platform brings together help desk operations, asset tracking, and client management in one unified interface.

At its core, the software helps MSPs streamline their daily operations through an intuitive ticketing system. Teams can track and resolve IT requests, manage client assets, and handle billing all from a central dashboard. The multi-client support allows providers to customize workflows and service level agreements for each organization they serve.

The platform includes essential features like asset discovery and tracking, automated billing based on service plans, and detailed reporting capabilities. MSPs can generate custom reports on help desk efficiency and asset distribution while monitoring real-time metrics through interactive dashboards. There's also a field service component that helps track technicians using map integration.

Pricing starts at $1,445 per year for 10 technicians, and a free trial is available for testing. The software aims to give MSPs the tools they need to deliver consistent IT services across their entire client base without getting bogged down in complex systems.

• Comprehensive IT Service Management: A centralized platform designed specifically for managed service providers to efficiently track, manage, and resolve IT requests across multiple client organizations from a single interface.
• Advanced Ticketing System: Create, assign, and track support tickets with automatic technician assignment based on availability and expertise, enabling streamlined request management.
• Multi-Client Asset Management: Scan, discover, and track IT assets across different client networks, maintaining a comprehensive configuration management database for informed decision-making.
• Customizable Client Workflows: Design unique service processes and approval mechanisms for each client, ensuring tailored IT service delivery that meets specific organizational requirements.
• Automated Billing and Time Tracking: Generate client invoices automatically, track billable hours, and manage service plans with approval-based time sheet submissions for accurate financial management.
• Real-Time Reporting Dashboard: Access interactive analytics showing service desk performance, customer satisfaction metrics, technician productivity, and other critical business insights.
• Integrated Field Service Capabilities: Track technician locations using mapping technologies, optimize field service operations, and enhance overall service response efficiency.

• Annual base pricing starts at $1,445 per year for 10 technicians, making it accessible for small to medium-sized MSPs.
• Standard plan begins at $13 per technician per month, while the Professional plan with advanced features costs $27 per technician per month.
• Custom quotes available for larger deployments or organizations with specific requirements, allowing flexible pricing options.
• Free trial offered to help potential customers evaluate the software's capabilities before committing to a purchase.

ServiceDesk Plus MSP is built specifically for managed service providers who handle multiple client organizations. The MSP version lets you manage different clients from one console while keeping their data separate. You can create client-specific workflows, SLAs, and even custom-branded portals for each customer. The regular ServiceDesk Plus is designed for internal IT teams managing service requests within a single organization. If you support multiple clients as an MSP, you'll need the MSP version to properly separate client environments and handle billing.

Yes! This is one of the strongest points of ServiceDesk Plus MSP. You can set up unique workflows, approval processes, and SLAs for each client organization you manage. You can also create custom forms and fields that apply only to specific clients. The system even allows you to rebrand the self-service portal with each client's logo and colors, making it feel like their own system. Your technicians can switch between client accounts easily while keeping all client data properly separated.

The billing system lets you create service plans with different rates for each client. Technicians track their time on tickets, and the system automatically marks hours as billable or non-billable based on your settings. You can set up contract-based billing or time-and-materials billing depending on your business model. The system generates invoices that show exactly what work was done and how much time was spent. This saves a lot of manual work trying to figure out what to bill each client at the end of the month.

Asset management is included in ServiceDesk Plus MSP. You can track and manage IT assets across all your client organizations from the same console. The system supports automatic discovery of network assets and helps you maintain a complete inventory of hardware and software for each client. You can track warranties, licenses, and configurations, plus run reports on asset usage and distribution. The Configuration Management Database (CMDB) helps you understand relationships between assets and services, which is really helpful when troubleshooting issues.

The reporting system offers both pre-built and custom reports. You can run reports on ticket metrics like response times and resolution times for each client. There are also technician performance reports showing workload distribution and SLA compliance. Asset reports help track inventory across client organizations. The best part is the dashboard that shows real-time metrics like customer satisfaction scores and revenue generation. You can schedule reports to run automatically and have them emailed to you or your clients. This makes it easy to show the value you're providing to clients.