ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus

September 2026

Download the complete report

Helped 912,022 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.

Read full review

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.

Read full review

reviewer2650164

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.

Read full review

Quotes from Members

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

Pros

"There are things that used to take us a lot of time, like manual entries or HR queries, but now that the bots are in place, we are saving a lot of time."

"IQ Bot is one of the most valuable features because it helps in processing different formats from different vendors."

"It is easy to use. It helps to reduce your man-hours and manual effort."

"The UI is very user-friendly, even for someone who doesn't have much coding knowledge."

"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."

"The efficiency we get with Automation Anywhere is valuable."

"It improves accuracy and reduces manpower. It is easy to learn."

"The character extraction capability of IQ Bot is much, much better than the other OCR (Optical Character Recognition) engines that you have in the market today."

More Automation Anywhere pros

"The solution is interactive and flexible so engineers find it much easier to work with than other tools."

"ServiceDesk Plus helps eliminate confusion of what hardware, software, and users are impacted during a DR or scheduled maintenance."

"We have been able to track issues, get metrics of the technical staff."

"The GUI is very good."

"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."

"The workflow automation is the most valuable feature of this solution."

"This product is our helpdesk solution and we use it for call logging and management."

"The ticketing function is very straightforward and easy to use."

More ManageEngine ServiceDesk Plus pros

"The product is very scalable and stable when used as a help desk once it is built out."

"Their technical support has been very helpful and is very good."

"When using it predominantly for a help desk solution, it seems like an absolutely fine product."

"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."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"The most valuable features are the ITIL compliance and billing."

"We have found the reporting in this product to be very useful."

Cons

"However, when it comes to the agentic capabilities, there is still a gap where I need to figure out how the token consumption is happening and how my agents are talking with other agents."

"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."

"A2019 should have more improvement for developers, as it was in v11.x."

"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"MetaBots and Control Room may have some room for improvement."

"When we try to process structured documents but with some little pen marks, improper partitions, or faded documents, IQ Bot fails to extract data properly out of them."

"Blue Prism is more secure than Automation Anywhere. E.g., Blue Prism has a system that is difficult to penetrate. You can't simply go into their system and make any changes."

More Automation Anywhere cons

"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."

"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."

"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."

"The current MDM is very basic and should be expanded."

"We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation."

"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."

"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."

More ManageEngine ServiceDesk Plus cons

"The business model for the company is to sell low and charge for customization, education or expertise."

"I would like to see some kind of project management or portfolio management in a future version."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"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."

"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."

Pricing and Cost Advice

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

"The solution is quite expensive. Not every organization can consider this option."

"The licensing cost for Automation Anywhere is high."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."

"Automation Anywhere is affordable."

More Automation Anywhere pricing and cost advice

"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."

"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."

"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."

"ManageEngine ServiceDesk Plus' price is very reasonable."

"The prices are attractive. Customer can use a subscription if they do not have enough budget."

"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."

"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."

"The licensing is around $10,000 per year."

More ManageEngine ServiceDesk Plus pricing and cost advice

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

912,022 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Outsourcing Company

10%

Construction Company

Manufacturing Company

Healthcare Company

Construction Company

19%

Comms Service Provider

14%

University

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

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

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.

UiPath Platform vs Automation Anywhere

Comparisons

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs ManageEngine ServiceDesk Plus

Compared 12% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

Compared 5% of the time

Freshservice vs ManageEngine ServiceDesk Plus

Compared 2% of the time

More ManageEngine ServiceDesk Plus Competitors

ServiceNow vs ManageEngine SupportCenter Plus

Compared 13% of the time

Zendesk vs ManageEngine SupportCenter Plus

Compared 12% of the time

Vision Helpdesk vs ManageEngine SupportCenter Plus

Compared 9% of the time

Spiceworks vs ManageEngine SupportCenter Plus

Compared 8% of the time

SysAid vs ManageEngine SupportCenter Plus

Compared 6% of the time

More ManageEngine SupportCenter Plus Competitors

Product Reports

Download Automation Anywhere product report

Automation Anywhere

September 2026

ManageEngine ServiceDesk Plus

August 2026

Download ManageEngine ServiceDesk Plus product report

Download ManageEngine SupportCenter Plus product report

Help Desk Software

August 2026

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Demo not available

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

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 SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.

ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.

What are the most valued features?

ITIL Compliance: Ensures adherence to international standards.
Billing Capabilities: Tracks and manages financial aspects efficiently.
Mobile Apps: Facilitates remote management and monitoring.
Reporting: Generates useful insights and reports for strategic decisions.
Help Desk Functionality: Provides streamlined ticket management and support workflows.

What benefits and ROI should users look for?

Cost-Effectiveness: Balances functionality with affordability.
Customer-Focused Updates: Regular enhancements that cater to user needs.
Streamlined Operations: Simplifies issue tracking and resolution processes.
Comprehensive Reporting: Provides centralized insights for data-driven decisions.

In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.

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