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 product scales up effortlessly and you can easily add users."
"It ensures the tracking of all costs for end-user issues."
"There's no problem with the software."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"I like how it can be integrated and expanded with other ManageEngine products."
"I rate the solution a ten out of ten for scalability."
"The GUI is very good."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"We have found the reporting in this product to be very useful."
"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."
"The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"I would like to improve the task management module and analytics."
"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."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Offers very limited customizations."
"Lacks some flexibility in the configuration of workflows."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
"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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