No more typing reviews! Try our Samantha, our new voice AI agent.

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

Sponsored
 

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
662
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
7.2
Number of Reviews
71
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

"The integrations of Automation Anywhere with the mainframe application for banking companies are among the most valuable features... we were able to create very good solutions integrated with that kind of platform using Automation Anywhere."
"We recently switched to document automation that comes with the bundle. It is a good feature because earlier, we needed to purchase a separate license for IQ Bot, but now the enterprise license includes the DA license. This eliminates the need for an additional license for document automation."
"Working with the Automation Anywhere application is very easy in our environment."
"Courses on Automation Anywhere University are very easy to learn."
"At the most granular level, automating people's daily tasks has been helpful by freeing them up to do higher value-add activities, which is definitely beneficial."
"Ease of use is one thing that definitely first comes to mind when I think of Automation Anywhere. The tools are built in a fairly straightforward way. The documentation is really good and a Knowledge Base is available on every topic."
"Automation Anywhere provides the best feature to make a software bot for processes."
"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."
"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present."
"It is excellent from the service management perspective."
"The edge we get from using ManageEngine is the price and scalability."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."
"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."
"It ensures the tracking of all costs for end-user issues."
"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."
"Their technical support has been very helpful and is very good."
"The most valuable features are the ITIL compliance and billing."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"We have found the reporting in this product to be very useful."
 

Cons

"The IQ Bot could use improvement."
"We have a lot of use cases that depend on certain Java applets, and currently we're not able to leverage the Object Cloning that would speed up our automation designing. So we have to revert to more image recognition-type of designing, and it just takes a long time to get that bot built."
"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."
"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."
"It is nice being able to develop and manage/schedule scripts from the same web browser interface, but there are times I wish that the bot developer screen was made more user friendly."
"For order processing, I would say that it is not very much time-saving because it is also taking time to extract and process, but it is giving us freedom in that the people who are doing the repetitive task are not doing that repetitive task now, and they are doing something else, maybe validation or something more productive."
"The technical support needs improvement."
"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The documentation could be improved."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Offers very limited customizations."
"The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications."
"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."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
 

Pricing and Cost Advice

"We have saved customers 400% in terms of time saved by implementing this product."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"The pricing for Automation Anywhere is reasonable."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"The price is much better than other products so pricing is rated an eight out of ten."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"It is above average. But it is neither cheap nor expensive."
"It is cheaper than the competitors."
"The licensing is around $10,000 per year."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"The price of the solution is low. However, it still could be less expensive."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The licensing fees depend on different criteria, including options and sizing."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
905,526 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
12%
Construction Company
10%
Outsourcing Company
9%
Construction Company
9%
Manufacturing Company
8%
Financial Services Firm
8%
Healthcare Company
7%
Construction Company
20%
Comms Service Provider
9%
Performing Arts
9%
Retailer
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business159
Midsize Enterprise81
Large Enterprise553
By reviewers
Company SizeCount
Small Business33
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?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
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...
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.
905,526 professionals have used our research since 2012.