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ManageEngine ServiceDesk Plus vs Zoho Desk 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:
 

ROI

Sentiment score
6.7
Organizations report significant ROI from Automation Anywhere through cost savings, error reduction, and enhanced process efficiency.
Sentiment score
6.9
ManageEngine ServiceDesk Plus boosts ROI with cost-effective solutions, improving asset management and efficiency for SMEs, while some await benefits.
Sentiment score
7.8
Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
Vice President Delivery & Operations at Rezilyens
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
Advisor at a tech services company with 11-50 employees
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is valued for 24/7 support but criticized for slow response and inconsistencies in interactions.
Sentiment score
7.2
ManageEngine ServiceDesk Plus support is praised for responsiveness but criticized for slow resolutions, needing faster, efficient service improvements.
Sentiment score
4.3
Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
Their response time could be quicker.
Information Security Specialist at Arab Open University
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
Software Engineer at Galaxy Office Automation Pvt. Ltd.
They respond to emails based on time zone considerations.
Principal Engineer at a financial services firm with 1,001-5,000 employees
the experience was satisfactory
Executive Director at Claim Genius
I find the response time in emails to be very good, and the solutions provided are simple.
Advisor at a tech services company with 11-50 employees
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere excels in scalability, efficiently handling various project sizes and allowing seamless bot expansion with minimal effort.
Sentiment score
7.9
ManageEngine ServiceDesk Plus excels in scalability, supporting various organization sizes with simple expansion and high user growth management.
Sentiment score
8.0
Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
It is trickier to expand across endpoints with Help Desk.
Information Security Specialist at Arab Open University
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
Vice President Delivery & Operations at Rezilyens
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Sr. Service Architect at NTT Security
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is stable with good error handling, though third-party dependencies and upgrades can cause occasional disruptions.
Sentiment score
7.8
ManageEngine ServiceDesk Plus is highly rated for stability, despite minor bugs, with outages usually caused by external factors.
Sentiment score
8.2
Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
We have not experienced any significant issues.
Vice President Delivery & Operations at Rezilyens
We have not faced any stability issues or challenges with this tool.
IT Director at a manufacturing company with 11-50 employees
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
 

Room For Improvement

Automation Anywhere needs improvements in cost, usability, integration, support, AI, stability, scalability, and user resources for satisfaction.
Users criticize ManageEngine ServiceDesk Plus for its complex interface, limited customization, and inadequate integration, support, and pricing options.
Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
It would be beneficial to have an option to assign approvals to a user group or a variable.
IT Director at a manufacturing company with 11-50 employees
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
Sr. Service Architect at NTT Security
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
Principal Engineer at a financial services firm with 1,001-5,000 employees
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
Advisor at a tech services company with 11-50 employees
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
Executive Director at Claim Genius
 

Setup Cost

Automation Anywhere's pricing is high, suitable for large companies, with costs varying by region and strategic partnerships reducing expenses.
ManageEngine ServiceDesk Plus offers flexible, cost-effective pricing with various licensing options, providing enterprise features affordably compared to competitors.
Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
Vice President Delivery & Operations at Rezilyens
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
It is not as expensive as ServiceNow, which has a very high cost.
Sr. Service Architect at NTT Security
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
Advisor at a tech services company with 11-50 employees
The price point is a concern.
Executive Director at Claim Genius
 

Valuable Features

Automation Anywhere simplifies bot creation and task automation with user-friendly tools, AI integration, and centralized management to boost efficiency.
ManageEngine ServiceDesk Plus enhances efficiency and satisfaction with ITIL integration, automation, customization, reporting, and seamless application integration.
Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
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.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
Vice President Delivery & Operations at Rezilyens
The automation capabilities are good, with the workflow being an integral part of it.
IT Director at a manufacturing company with 11-50 employees
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
Executive Director at Claim Genius
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
Advisor at a tech services company with 11-50 employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
633
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 (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)
Zoho Desk
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
21
Ranking in other categories
CRM Customer Engagement Centers (11th), Help Desk Software (21st)
 

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.
JJ
Advisor at a tech services company with 11-50 employees
Efficient integration enhances customer insights and communication
The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Manufacturing Company
9%
Computer Software Company
7%
Financial Services Firm
7%
Healthcare Company
7%
Manufacturing Company
11%
Construction Company
9%
Performing Arts
7%
Insurance Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
By reviewers
Company SizeCount
Small Business32
Midsize Enterprise24
Large Enterprise20
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise2
Large Enterprise1
 

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 Zoho Desk?
The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has ...
What needs improvement with Zoho Desk?
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with mul...
What is your primary use case for Zoho Desk?
We use Zoho Desk ( /products/zoho-desk-reviews ) for support tickets. We have a web interface where each customer can...
 

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
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Zoho Desk and other solutions. Updated: April 2026.
896,467 professionals have used our research since 2012.