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 tool's most valuable feature is task creation. The tickets get timestamps as well."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The management of this application is good."
"This solution has provided a way to manage request tracking and resolution."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"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 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."
"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."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
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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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