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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

"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The most valuable feature is the ticketing system which is working well."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"It's very easy to customize the tool to your business needs."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"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."
"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 am impressed with the tool's integration with our mail system."
 

Cons

"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"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."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The UI for the app needs improvement."
"The self-service feature for end users and the knowledge base need to be improved."
"The solution’s reporting could be improved."
"The product's asset management tool needs improvement."
"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."
"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."
"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."
"The tool needs to improve its customization of the user interface."
 

Pricing and Cost Advice

"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."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"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."
"It is above average. But it is neither cheap nor expensive."
"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' price is very reasonable."
"It is cheaper than the competitors."
"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."
"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."
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Top Industries

By visitors reading reviews
Educational Organization
62%
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.
842,767 professionals have used our research since 2012.