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ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus 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:
 

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 (27th)
 

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

"It an easy, simple, and user-friendly tool that can be accessed through the mobile application as well."
"The code automation platform is the most valuable feature."
"The most valuable feature is the Excel operations because the most repetitive task which we used to do was Excel operations, and Automation Anywhere has the Excel commands feature where we can run Excel Macros, which is very valuable and is saving so much time for us."
"Automation Anywhere, specifically A2019, has helped us in automating a major chunk of such tasks, thus helped in saving a lot of time, effort, and revenue."
"One good thing in A2019 is that all products of Automation Anywhere, like IQBOT services, Meta Bot Designer, Discovery Bot, and Control room are all together in one product which is very effective for any business team."
"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."
"Not all tools give us the clear utilization of the infrastructure in place but this does and trust me, this has been proved far better than other RPA tools and that is why I see AA booming day by day."
"We are using it to backfill a lot of our resources who are retiring, so we are hiring less people as we go."
"We now have good visibility of our entire information system."
"It is excellent from the service management perspective."
"The ticketing function is very straightforward and easy to use."
"When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets, and overall, everything is very easy."
"It is good, and it meets our needs."
"The management of this application is good."
"Its interface is most valuable; it is easy to use, and our customers find it amazing because of that."
"Referring to its on-premises deployment, it is easy to use and easy to deploy."
"Their technical support has been very helpful and is very good."
"The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"We have found the reporting in this product to be very useful."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"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."
 

Cons

"We looked at the Bot Store initially and didn't find much."
"Reliability and error handling should be improved."
"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."
"More interactions with PDFs would be great for Automation Anywhere. The ability to use more legacy technology for object cloning, flash plugins, etc. A lot of their Excel commands could use some improvement."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"The dashboard has room for improvement."
"Several competing products now offer superior functionality compared to Automation Anywhere's current capabilities."
"Automation Anywhere lacks a desktop version and is solely web-based and cloud-based. Automation Anywhere is not so easy for business users who are not technical."
"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."
"As a partner, their technical support can respond better to the tickets."
"The solution, overall, is expensive."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"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."
"Improvement is needed in the Software Assets Management functionality."
"The timing reporting module, and how it's used is a bit difficult to understand."
"The self-service feature for end users and the knowledge base need to be improved."
"There is no cloud-based version and it would be helpful if it were available."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
 

Pricing and Cost Advice

"Automation Anywhere is affordable."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"The licensing needs to be made simpler or shortened."
"I think the solution's pricing is reasonable."
"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."
"Cost-wise, we're quite happy."
"The price is much better than other products so pricing is rated an eight out of ten."
"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."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"It is not an expensive solution."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"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."
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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
10%
Manufacturing Company
8%
Outsourcing Company
7%
Financial Services Firm
7%
Construction Company
21%
Comms Service Provider
9%
Performing Arts
9%
University
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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: August 2026.
908,745 professionals have used our research since 2012.