ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus

August 2026

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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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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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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.

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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

"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."

"We were working on a system called AS 400. Automation Anywhere performed well on that old system. It handled complicated processes. I had to review different menus and screens and give resources, storage, and databases. That's complicated."

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

"Automation Anywhere drastically reduces manual work for employees."

"I like the OCR feature, where we can capture information from PDFs."

"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."

"Before switching to the cloud version of Automation Anywhere, I worked with v10 and v10, so I appreciate the core functionality and the fact that it's a low-code solution. That is one of the key elements that differentiates Automation Anywhere from other platforms and one of the reasons we have been able to achieve success."

"Automated data processing is the most valuable feature of Automation Anywhere."

More Automation Anywhere pros

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

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

"It is good, and it meets our needs."

"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."

"Overall, I've been satisfied with the product."

"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."

"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."

"The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues."

More ManageEngine ServiceDesk Plus pros

"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 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."

"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."

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

Cons

"I would like to see more complex use cases coming out for our industry."

"They are already working on this: The boom of generative AI, the next-gen technologies, including advanced AI and ML technologies, are in the roadmap. I would like to see more and more AI integration and a bit more analytics. That would be great."

"A standardized improvement area for any RPA tool is making it more user-friendly. This can be done by allowing users to give instructions in their language. For example, one should be able to say in his or her language to automate the login page of the XYZ application. It should be able to create a flow based on the information or screenshots that the user provides."

"The customer service could be improved."

"The original setup was easy. What was difficult was adding licenses. I went a month where I was paying for licenses that I couldn't use, for various reasons. That was painful."

"The IQ Bot has not yet succeeded in living up to its reputation due to its high cost, low ROI, and its inability to meet client requirements."

"Their support also needs improvement."

"Our tool is a bit slow, as it's a legacy tool. Automation Anywhere is having some issues when running back."

More Automation Anywhere cons

"The solution’s reporting could be improved."

"The product's asset management tool needs improvement."

"The CMDB should have correlation capabilities."

"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."

"The service delivery could be improved."

"The solution does not have an automated approach to integration with other ManageEngine products and third-party products."

"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."

"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."

More ManageEngine ServiceDesk Plus cons

"There is no cloud-based version and it would be helpful if it were available."

"The product is very difficult to use and configure and requires specialists."

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

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

"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."

"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."

Pricing and Cost Advice

"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."

"The price of this product is good."

"We have saved a lot of money on taxes based on the stuff that we run."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly. If they can make it a little more cost-effective or bundle packages a little bit more, that would be beneficial."

More Automation Anywhere pricing and cost advice

"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."

"The only issue for us is the pricing, which is quite high in comparison with the competition."

"It is cheaper than its competitors."

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

"The platform has good pricing."

"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."

"It is above average. But it is neither cheap nor expensive."

"The price is much better than other products so pricing is rated an eight out of ten."

More ManageEngine ServiceDesk Plus pricing and cost advice

"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

Outsourcing Company

Financial Services Firm

Construction Company

21%

Comms Service Provider

Performing Arts

University

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	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.

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Product Reports

Download Automation Anywhere product report

Automation Anywhere

August 2026

ManageEngine ServiceDesk Plus

July 2026

Download ManageEngine ServiceDesk Plus product report

Download ManageEngine SupportCenter Plus product report

Help Desk Software

July 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