ConnectWise PSA vs ManageEngine ServiceDesk Plus comparison

ConnectWise and ManageEngine are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while ManageEngine is ranked #4 with an average rating of 8.3. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ManageEngine ServiceDesk Plus and ConnectWise PSA compete in the IT service management space. ManageEngine has an edge with its modular flexibility and cost-effectiveness, whereas ConnectWise excels in comprehensive project management and responsive customer service.

Features: ManageEngine ServiceDesk Plus offers robust integration capabilities with modules like asset management and ITIL processes, supporting ticketing systems and project management, while allowing customization of workflows with third-party applications. ConnectWise PSA delivers comprehensive project management from sales to delivery, integrating with other systems and automating processes for central management.

Room for Improvement: ManageEngine can enhance search functionality, custom reporting, and integration with external tools, while also improving support services. ConnectWise PSA users note concerns about its outdated user interface, limited custom fields, and technical support, needing improvement in third-party integrations and streamlining the user experience.

Ease of Deployment and Customer Service: ManageEngine supports on-premises and cloud deployments but has mixed feedback on support speed. ConnectWise offers cloud-based deployment and is praised for responsiveness, though not consistently efficient. ManageEngine is noted for robust deployment options, while ConnectWise has commendable, if occasionally inconsistent, customer service.

Pricing and ROI: ManageEngine is cost-effective, offering competitive pricing with flexible licensing options, leading to a positive ROI with reduced operational costs. ConnectWise PSA has reasonable pricing but possible additional costs for features and integrations, providing comprehensive capabilities valuable for business operations. Both offer ROI, with ManageEngine appealing to cost-conscious organizations and ConnectWise providing strong value through its service suite.

To learn more, read our detailed ConnectWise PSA vs. ManageEngine ServiceDesk Plus Report (Updated: August 2026).

Buyer's Guide

ConnectWise PSA vs. ManageEngine ServiceDesk Plus

August 2026

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Helped 908,834 peers since 2012

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

Featured Reviews

Venkat Sivaprakash

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.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Mostafiz Miah

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.

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Quotes from Members

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

Pros

"The best feature is the Capture action. If we want to capture the whole process, we can do it in a single shot."

"it helps to save time when doing processes. E.g., when you do a manual process for eight hours, that time is saved because the bot will do that task for you. The process owners will be able to do the analysis part. The repetitive/manual part will be done by the robot."

"We have the MetaBot feature, which is valuable because we can read reusable components in the MetaBot, then use them as a framework."

"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."

"It extracts what the IQ Bot does, converting it and ensuring the entire process right from the input to the output and is fully automated. It is digitizing a particular process, which is really great."

"I would rate Automation Anywhere a ten out of ten."

"Time-wise: We have saved hundreds of thousands of hours."

"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."

More Automation Anywhere pros

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

"The initial setup isn't too difficult."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

"The product has been pretty stable so far."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

More ConnectWise PSA pros

"The most valuable features are project management, change management, and the flow according to the mail chain."

"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."

"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."

"It's a very user-friendly tool with good performance."

"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."

"ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service."

"The strength is its pricing. It is easy to use."

"CMDB as a baseline, incident management, service request management, and license management are valuable features."

More ManageEngine ServiceDesk Plus pros

Cons

"Integration with other platforms may prove to be very interesting for us and others."

"However, there is a problem that arises with accuracy in the newer version."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."

"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents. Most of the automation tools that we have in the market are not able to get an accuracy of close to 80 to 90 percent on hand-written documents. So, I'm eagerly looking at a release from Automation Anywhere, wherein they could plug in an LP or look at some sort of a platform which could convert hand-written documents into a readable format. If they could bring in they own platform, this would make a big in-roads for the entire automation industry."

"We need more commands for PDF integration to make it more flexible."

"I just came to understand that there is a cloud attached to it. I would like to see how the cloud is going to work, because every application is coming out with a cloud version. If you are not on-premise, then you will need to have Citrix automation."

"Especially while using v11, I often experience freezes with OCR extraction from PDF files."

"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."

More Automation Anywhere cons

"The speed could be better, and the reporting could be a lot better."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"ConnectWise PSA’s graphical interface is a little old."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

More ConnectWise PSA cons

"The self-service feature for end users and the knowledge base need to be improved."

"The solution, overall, is expensive."

"Support needs a serious attention. Getting any help is next to impossible."

"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."

"We are deciding to cancel this product and move to Jira because Jira is a much better solution."

"One downside to the solution is there are no native integrations between the systems."

"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."

"I think asset management took a hit recently."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"UiPath is exceptionally more expensive than Automation Anywhere. UiPath is far ahead of its competition, but in terms of finances, Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."

"Our pricing a year ago was $600 per license."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"I find the license pricing to be competitive and reflective of the pricing models throughout the RPA space, and I believe there is a lot of value in continuing to maintain the free community edition platform."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."

More Automation Anywhere pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"We're paying $940 a month for 14 users."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"ManageEngine ServiceDesk Plus' price is very reasonable."

"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."

"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."

"As compared to a lot of systems out there, it is more affordable."

"The platform has good pricing."

"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."

"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 cheaper than its competitors."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

17%

Financial Services Firm

Performing Arts

Outsourcing Company

Construction Company

10%

Manufacturing Company

Outsourcing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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...

See all answers

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...

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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.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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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...

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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 ...

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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...

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Comparisons

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Compared 12% of the time

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Compared 9% of the time

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Compared 6% of the time

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Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs ConnectWise PSA

Compared 12% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

JIRA Service Management vs ConnectWise PSA

Compared 7% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

Freshservice vs ConnectWise PSA

Compared 5% of the time

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Compared 12% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 6% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

Compared 5% of the time

LiveChat vs ManageEngine ServiceDesk Plus

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

August 2026

Download ConnectWise PSA product report

Buyer's Guide

ManageEngine ServiceDesk Plus

July 2026

Download ManageEngine ServiceDesk Plus product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

No data available

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

ManageEngine

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Buyer's Guide

ConnectWise PSA vs. ManageEngine ServiceDesk Plus

August 2026

Free Report: ConnectWise PSA vs. ManageEngine ServiceDesk Plus

Find out what your peers are saying about ConnectWise PSA vs. ManageEngine ServiceDesk Plus and other solutions. Updated: August 2026.

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