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ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

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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
638
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
70
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 (26th)
 

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

"It has definitely helped automating a lot of processes, but it is very difficult to build resilient bots. It is very difficult to find skilled developers in the market, who actually build resilient bots with appropriate error handling. Maintaining the bots is another challenge as the applications keep changing."
"The ROI is very good because the output is very accurate and the speed is very fast."
"In version 11.3, they have a good security option. Tool-wise, it's pretty good to work on Automation Anywhere. If you compare it to other tools in the industry. It is very user-friendly and easy to develop processes. We liking using it very much."
"We have benefitted a lot now, but expect that we will benefit even more in the future as we get better at using intelligence."
"Courses on Automation Anywhere University are very easy to learn."
"I like all of the product features, but I mostly like to work with IQ Bots because they have cognitive automation capabilities."
"Automation Anywhere is fully configurable."
"We have used document processing from the beginning. We have a few use cases running in production, processing thousands of documents. With the success rate of more than 80%, it's efficiently extracting data for us."
"The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things, and cost-wise, we're quite happy."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The primary benefit of ManageEngine ServiceDesk Plus is its ease of use."
"Our experience with the product is as follows: Initial deployment and additional customization with logical application: Reliable."
"We now have good visibility of our entire information system."
"The strength is its pricing. It is easy to use."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"This product is our helpdesk solution and we use it for call logging and management."
"Their technical support has been very helpful and is very good."
"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 product is very scalable and stable when used as a help desk once it is built out."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"The most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
 

Cons

"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."
"We are having some challenges when it comes to stability."
"This solution should be more user-friendly so that our clients can take a bot that we have developed for them, and then run it by themselves."
"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."
"What we currently have with Fortress IQ needs to mature more, and I say this since people spend weeks creating PDDs documentation."
"Web automation capability needs to be improved."
"MetaBot still needs to be optimized, though Version 11.3 did integrate all the commands into it. We are not able to see all the lines of code which are executed in MetaBot."
"One way Automation Anywhere can be improved is in ticketing; I have a couple of tickets that have been outstanding for a while, and the support staff have closed tickets without checking with me first, which has been a sore spot."
"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."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"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."
"The solution’s reporting could be improved."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"Lacks some flexibility in the configuration of workflows."
"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."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
 

Pricing and Cost Advice

"Annual licensing costs would be about $100,000."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"The product’s pricing is reasonable."
"Time-wise: We have saved hundreds of thousands of hours."
"The cost of this solution is a little bit high, but it is worth the price."
"There may be room for the product to be more competitively priced to excel in the market."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"The price of the solution is low. However, it still could be less expensive."
"It is not an expensive solution."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"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."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Manufacturing Company
9%
Construction Company
9%
Financial Services Firm
8%
Computer Software Company
7%
Construction Company
21%
Comms Service Provider
11%
University
9%
Performing Arts
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise535
By reviewers
Company SizeCount
Small Business32
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?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
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: June 2026.
900,051 professionals have used our research since 2012.