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ConnectWise PSA vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Scalability Issues

No sentiment score available
Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
 

Valuable Features

No sentiment score available
Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
The automation capabilities are good, with the workflow being an integral part of it.
 

Room For Improvement

No sentiment score available
Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Stability Issues

No sentiment score available
Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
We have not faced any stability issues or challenges with this tool.
 

Customer Service

No sentiment score available
Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
 

Setup Cost

No sentiment score available
Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
 

Categories and Ranking

ConnectWise PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Number of Reviews
20
Ranking in other categories
Business Management Software (1st), Professional Services Automation (PSA) (2nd)
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
IT Service Management (ITSM) (4th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.9%, up from 1.5% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

JonMcWilliams - PeerSpot reviewer
Very useful for ticketing and billing purposes
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.
CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
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Top Industries

By visitors reading reviews
Computer Software Company
29%
Financial Services Firm
7%
Comms Service Provider
5%
Manufacturing Company
5%
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?
In our case, the solution is priced out by the user we have in the system. The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's p...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
 

Also Known As

ConnectWise Manage
No data available
 

Overview

 

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about ConnectWise PSA vs. ManageEngine ServiceDesk Plus and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.