ManageEngine SupportCenter Plus Reviews

Name: ManageEngine SupportCenter Plus
Brand: ManageEngine
Rating: 3.5 (5 reviews)

3.5 out of 5

5 reviews
66% willing to recommend

What is ManageEngine SupportCenter Plus?

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

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ManageEngine SupportCenter Plus is the #25 ranked solution in top Help Desk Software. PeerSpot users give ManageEngine SupportCenter Plus an average rating of 7.0 out of 10. ManageEngine SupportCenter Plus is most commonly compared to BMC Helix ITSM: ManageEngine SupportCenter Plus vs BMC Helix ITSM.

Buyer's Guide

Help Desk Software

February 2025

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Helped 839,422 peers since 2012

Featured ManageEngine SupportCenter Plus reviews

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

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reviewer1384470

IT Support Engineer at a tech services company with 201-500 employees

The business model for ManageEngine is to rely on low cost as a means to lure customers. Their product does not cost as much as their competitors, but the reason being is they expect you to either pay them or pay somebody who's been educated in their classes to get the job done. It is cheap for a reason, and the reason is their business model. They are appealing to businesses that are bottom dollar businesses. The problem with that business model is that it can build unrest in the development department because the tech crew will not know how to use the tool. Then a boss will tell them to figure it out. It all happens because it is cheap rather than because it solves a problem. Ultimately you are going to either pay more money for a good product in the end or you are going to have people getting frustrated and leaving the company because they could not get the work done. ManageEngine, in my experience, fosters that type of environment. It doesn't have an "easy button," a graphic user interface, ease-of-use, and ease-of-dev —the product does not have any of that. You get locked into finding an SME (Subject Matter Expert) to develop it out for you. One way or another you end up paying more and taking longer to get it done. Our head sysadmin guy was the one that really got into the product first. His feedback was that there was no GUI and everything was pretty much done on the command line. The support stunk because they either did not give you the information you needed or they just did not bother to answer. He had a hard time with it. What I think ManageEngine really needs to add to make the package more valuable are free, automated classes. They will not do it because of the business model. But if they would make it easier to access the training, I think you would see a lot more use of their products.

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Alexia Christofi

Managing Director at CYSOFT

Know what you were want to do with it. ManageEngine has two or three solutions similar to SupportCenter. Therefore you must know your workflows and what you want to achieve. That's the most important advice I would give to someone considering this solution. I would rate it an eight out of ten. An eight because there is always room for improvement. In the next release, I would like to see more templates so customers who don't have the money to go to a consultant can start utilizing it immediately. They should have more templates and more ready-made situations that can be deployed immediately.

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ManageEngine SupportCenter Plus mindshare

As of March 2025, the mindshare of ManageEngine SupportCenter Plus in the Help Desk Software category stands at 0.7%, up from 0.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Last updated Feb 16, 2025

Valuable Features

ManageEngine SupportCenter Plus excels in ITIL compliance and billing features. Users appreciate tracking hourly rates and technician activity. They find the reporting function helpful and note the simplicity of configuration. Mobile applications and responsive support from the product teams are valued. It functions well as a help desk tool, offering a comprehensive ticket database. It's cost-effective, with ongoing improvements based on user feedback, though some features remain undeployed by users.

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"The product is very scalable and stable when used as a help desk once it is built out."

Room for Improvement

ManageEngine SupportCenter Plus lacks a cloud-based version, enhanced banking and insurance features, and sufficient templates for immediate use. It lacks user-friendly design and project management features, leading to reliance on expensive experts. The support is often inadequate, and training access is limited by a low-cost business model. Workflow automation and integration capabilities are insufficient, with ticket creation being mostly manual and email-to-ticket conversion messy. Additional chat features, like bots, are needed.

"ManageEngine SupportCenter Plus could improve on workflow automation features."
"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."

Pricing

"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."

Popular Use Cases

Organizations primarily utilize ManageEngine SupportCenter Plus for helpdesk operations, implementing it as a ticketing and incident management system. The platform aids in streamlining customer service tasks and automating processes. While there are capabilities for mobile management, those remain limited, with entities often preferring other solutions for that purpose. Initial setup and training requires a significant investment of time and resources. It efficiently replaces older email-based tracking with a centralized ticket system.

Service and Support

ManageEngine SupportCenter Plus exhibits mixed feedback regarding customer service and support. Some users find technical assistance satisfactory and effective in facilitating feature expansions like Microsoft Teams integration. However, others express dissatisfaction, rating it below average and describing interactions as subpar. Despite differing opinions, ManageEngine SupportCenter Plus is noted for its ability to assist in portal modifications. The tech support receives diverse ratings, reflecting varied experiences among users. Some users rate support highly, while others report significant deficiencies.

Deployment

Users found ManageEngine SupportCenter Plus's initial setup to be straightforward, primarily dependent on customer requirements like workflow and service form. The deployment duration varied from a few days to a month. Internal deployment by two to three technicians was typical. While installation took one to two days, customizations and workflow understanding were crucial for timely completion. Some users noted the need for post-installation configuration adjustments. Others relied on existing setups integrated with emails for ticket management.

Scalability

ManageEngine SupportCenter Plus is perceived as scalable. It is implemented across small and large settings and used daily by various-sized organizations, including governmental and non-governmental entities. Limitations in scalability may arise if there are significant numbers of technicians or if users lack sufficient expertise and resources for proper configuration. However, many believe it can accommodate extensive scaling needs without significant issues.

Stability

ManageEngine SupportCenter Plus is described as highly stable, with users processing high volumes of tickets without encountering stability issues. Although it may have occasional bugs typical of software, there is reliable support available. Companies report no significant crashes or stability concerns. Users extensively tested it over several months across multiple departments, confirming its robust performance for help desk operations.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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ManageEngine SupportCenter Plus customers

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems