We performed a comparison between ManageEngine ServiceDesk Plus and ManageEngine SupportCenter 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."The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The most valuable feature is its ease of use."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"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."
"The management of this application is good."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I like how it can be integrated and expanded with other ManageEngine products."
"We have found the reporting in this product to be very useful."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The current MDM is very basic and should be expanded."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The tech support is terrible and that seems to be a part of their business plan."
"The business model for the company is to sell low and charge for customization, education or expertise."
"I would like to see some kind of project management or portfolio management in a future version."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. ManageEngine ServiceDesk Plus is rated 8.0, while ManageEngine SupportCenter Plus is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas ManageEngine SupportCenter Plus is most compared with Zoho Desk. See our ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus report.
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