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 (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

"I implemented AA in different environments, the AA installation is the smoothest compared to other RPA software installs."
"I like all of the product features, but I mostly like to work with IQ Bots because they have cognitive automation capabilities."
"One of the features that we have used the most is an action in the Workbench called Object Cloning. We find that very reliable and very useful for implementing different business processes."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"Web-based control is the most valuable feature. We can access it from anywhere in the world with the control room URL and in any browser. Bot Insights make our report generation and other insights view easier. We can export the data in the form of CSV, PDF, etc."
"This solution allows us to more fully automate our clients' specific tools."
"Automated data processing is the most valuable feature of Automation Anywhere."
"Automation Anywhere overall is a great tool for automation, as it provides a lot of flexibility to work with different other applications."
"This product helps us with tracking customer queries and managing the issues effectively."
"Overall, I've been satisfied with the product."
"The solution overall has been quite stable."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"Initially, mistakes took four hours time, now they can be completed in one to two hours."
"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."
"We have been able to track issues, get metrics of the technical staff."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"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."
"Their technical support has been very helpful and is very good."
"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."
"The most valuable features are the ITIL compliance and billing."
"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."
 

Cons

"The customization feature should be made more user-friendly in order to enable the use of external reference components."
"The stability could be enhanced."
"Automation Anywhere can be improved as there are issues with the recorder, which needs enhancement to extract more fields in the property set to increase reliability across various web application platforms, such as those built on React, React Azure, and React Angular."
"The current accuracy rate of 60% for document-based automations requires human intervention."
"When we are moving from one version to another version, it's very difficult because most of the features stop working."
"Some of the things I have not appreciated about Automation Anywhere is that when I was setting it up at the beginning, it was a bit complex and it required some technical knowledge for me to set it up; however, there was documentation about its use that helped me in setting it up, but mostly the setup is a bit complex."
"Bots get disconnected from control rooms sometimes without any reason and this takes up a lot of time."
"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."
"One downside to the solution is there are no native integrations between the systems."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"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."
"The service delivery could be improved."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The product is very difficult to use and configure and requires specialists."
"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."
 

Pricing and Cost Advice

"As our team size increases, we may get some more licenses for the tool."
"In terms of pricing, this is a good product."
"The cost can be reduced a little for users."
"The price for Automation Anywhere is reasonable."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"The pricing for Automation Anywhere is reasonable."
"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"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 the competitors."
"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."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"It is above average. But it is neither cheap nor expensive."
"The platform has good pricing."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
908,344 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
10%
Manufacturing Company
8%
Financial Services Firm
8%
Outsourcing Company
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.
908,344 professionals have used our research since 2012.