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ManageEngine ServiceDesk Plus vs N-able MSP Manager comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
No ranking in other categories
N-able MSP Manager
Ranking in Help Desk Software
23rd
Ranking in IT Service Management (ITSM)
25th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
4
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 7.4% compared to the previous year. The mindshare of N-able MSP Manager is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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.
Yazan Albaw - PeerSpot reviewer
N-able MSP Manager centralizes service management, automates ticketing, and enhances client communication for streamlined IT operations.
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client. Currently, we have to manually enter each contact’s details one by one, including their name, last name, password, and other information. It would be much more efficient if we could import contacts in bulk, perhaps using an Excel sheet or another import method. Additionally, it would be highly beneficial if MSP Manager could integrate with multiple RMM solutions. At the moment, we're limited to integrating with just one RMM, Expanding this capability would greatly enhance the versatility and value of MSP Manager.

Quotes from Members

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

Pros

"The most valuable feature is the ticketing system which is working well."
"It's very easy to customize the tool to your business needs."
"The management of this application is good."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"There are a lot of great templates that you can take advantage of."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The workflow automation is the most valuable feature of this solution."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"I am impressed with the tool's integration with our mail system."
"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."
"This is a premier product and it has been around for a long time."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
 

Cons

"The product needs to allow for implementation for other departments besides the IT help desk."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"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."
"The self-service feature for end users and the knowledge base need to be improved."
"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."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"The documentation could be improved."
"The solution’s reporting could be improved."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
 

Pricing and Cost Advice

"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"Cost-wise, we're quite happy."
"The licensing is around $10,000 per year."
"It is cheaper than its competitors."
"It is not an expensive solution."
"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 above average. But it is neither cheap nor expensive."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"Don't get scared of the price tag because it's definitely worth it."
"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
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Top Industries

By visitors reading reviews
Educational Organization
61%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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 ...
What do you like most about N-able MSP Manager?
I am impressed with the tool's integration with our mail system.
What needs improvement with N-able MSP Manager?
For improvement, there's a feature I've already requested from N-able that I'd love to see in future releases. When adding a client, there should be a way to add multiple contacts under each client...
What is your primary use case for N-able MSP Manager?
At We Cybers, we utilize multiple N-able products, including RMM, EDR, and Passportal. N-able MSP Manager seamlessly integrates our ticketing system with both RMM Insight and N-central, enabling au...
 

Also Known As

No data available
SolarWinds LOGICnow, SolarWinds MSP Manager
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. N-able MSP Manager and other solutions. Updated: February 2025.
845,040 professionals have used our research since 2012.