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ConnectWise PSA vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

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

Categories and Ranking

ConnectWise PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Reviews Sentiment
7.2
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
7.3
Number of Reviews
67
Ranking in other categories
IT Service Management (ITSM) (3rd)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ConnectWise PSA is 2.2%, up from 1.5% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 7.4% 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.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Quotes from Members

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

Pros

"It's a nice ticketing system."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"Contains every feature that a VAR or MSP would want."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"We're using the solution for ticketing and billing, and those features are useful."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"ServiceDesk Plus stands out due to its ease of implementation."
"I am enjoying the report features, they are quite good."
"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."
"Incident Management is a good feature."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The solution overall has been quite stable."
"The self-service portal enhances our company's user experience."
"It's stable."
 

Cons

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The custom reporting needs to be improved."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The tracking inventory or the way it tracks the products is not very good."
"It needs to be easier to share tickets between users who need to work together."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"They could improve the screens."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"There's no native integrations between the systems."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
 

Pricing and Cost Advice

"The pricing of ConnectWise Manage is reasonable."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"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 pretty good."
"We're paying $940 a month for 14 users."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"As compared to a lot of systems out there, it is more affordable."
"It is cheaper than the competitors."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"It is cheaper than its competitors."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
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Top Industries

By visitors reading reviews
Computer Software Company
32%
Financial Services Firm
7%
Comms Service Provider
6%
Retailer
5%
Educational Organization
62%
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?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
 

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: March 2025.
842,767 professionals have used our research since 2012.