No more typing reviews! Try our Samantha, our new voice AI agent.

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

Why PeerSpot?
Sponsored
 

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
662
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (27th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
reviewer2650164 - PeerSpot reviewer
VP of IT at a aerospace/defense firm with 51-200 employees
Manual ticketing features hinder workflow, but cost-effective ticket management is ensured
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.

Quotes from Members

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

Pros

"Compared to other RPA tools, I prefer Automation Anywhere."
"With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly."
"The most valuable feature is the ability to transform data into clusters."
"We automated one process that was running with 109 people and reduced it down to 69 with automation."
"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."
"The most valuable feature is that it is intuitive. It is designed so business users can use it with a drag and drop functionality to develop automation of business processes. Since they are the experts on business processes, there are probably the best ones to create the automation."
"In terms of development for our developers, it is very easy and quick to learn because Automation Anywhere has provided an online academy where developers can easily learn the features. It is very easy. If someone does not have a coding background, they can also learn from it very easily because it is just drag and drop and very interactive."
"It helps increase productivity by 20% to 30%."
"The tool is easily configurable and we can make any changes ourselves whenever we want."
"Our experience with the product is as follows: Initial deployment and additional customization with logical application: Reliable."
"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"We have not faced any stability issues or challenges with this tool."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"We now have good visibility of our entire information system."
"ManageEngine provides additional modules that we can integrate in the future."
"We have found the reporting in this product to be very useful."
"Their technical support has been very helpful and is very good."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"The product is very scalable and stable when used as a help desk once it is built out."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"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."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"The most valuable features are the ITIL compliance and billing."
 

Cons

"I would like the ability to extract the code. You can go line by line, then open up each line of code and dig into the details, but it would be nice to extract all of the lines of code and all of the details into a document so we could read through everything. Right now, there is no way to really consume all of the code at once, except line by line, which can be fairly time consuming if we don't really know what we are looking for."
"Automation Anywhere should make it easier for developers to manage queues and exception handling. The OCR component could also be better. We have had to use other OCR tools to get information from the account documents."
"Extracting customer addresses from Google that are not in a standard URL format is a challenge for Automation Anywhere."
"There should be more available Data Analytics and more AI Front and Deep Learn concepts."
"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."
"The pricing is a little bit high compared with other tools."
"Automation Anywhere can be improved by offering more integration with many more applications."
"IQ Bot should have an easier way to tag the document's source after extracting information from the document. (Which group does the document or a transaction belong to)."
"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The current MDM is very basic and should be expanded."
"Improvement is needed in the Software Assets Management functionality."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"Support needs a serious attention. Getting any help is next to impossible."
"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."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"I would like to see some kind of project management or portfolio management in a future version."
"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."
"There is no cloud-based version and it would be helpful if it were available."
"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."
 

Pricing and Cost Advice

"They're very flexible around pricing and licensing."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"Automation Anywhere is flexible in terms of costing and licensing."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"It's an ideal pricing model to customize the components based on everyone's needs."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"The price is much better than other products so pricing is rated an eight out of ten."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"It is not an expensive solution."
"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
"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."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
913,654 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Outsourcing Company
11%
Construction Company
9%
Manufacturing Company
8%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
14%
University
8%
Performing Arts
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...
What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus and other solutions. Updated: September 2026.
913,654 professionals have used our research since 2012.