We performed a comparison between ConnectWise PSA and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The platform is easy to use."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"Contains every feature that a VAR or MSP would want."
"It's a nice ticketing system."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"There's no problem with the software."
"It's stable."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The solution is free for up to five users."
"The strength is its pricing. It is easy to use."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"The custom reporting needs to be improved."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The tracking inventory or the way it tracks the products is not very good."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"ConnectWise PSA’s graphical interface is a little old."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The solution does not have an automated approach to integration with other ManageEngine products."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"They could improve the screens."
"The interface is not the best. The user interface could be more intuitive."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The service delivery could be improved."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. ConnectWise PSA is rated 8.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and IBM Maximo. See our ConnectWise PSA vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.