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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
632
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
7.3
Number of Reviews
70
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 (25th)
 

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

"For people looking for my recommendation for an automation product, I definitely would recommend Automation Anywhere instead of going for a more orthodox or older technology."
"The CyberArk integration and setup are really amazing and it helps us to win deals for new projects."
"We did not encounter any stability issues with Automation Anywhere during the time I worked with the solution."
"The organizations where we have implemented AA have seen tremendous benefits achieved in terms of time and cost-saving with the highest quality of deliverables."
"It has helped us relieve the workload on our human workforce and thus ensures that they remain productive and motivated at all times thus work efficiently."
"I like web automation and SAP application automation."
"We work in the business process outsourcing arena, so it's mainly around freeing up people to do other things and that can be quite large numbers. Can be in the high tens, even hundreds of people that can be freed up to do other work."
"Automation Anywhere performs efficiently."
"The solution has helped the company in terms of managing our support for the companies we start."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"It's a very user-friendly tool with good performance."
"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."
"I like the catalog features and workflow. I also like the knowledge space."
"The solution is user-friendly and has all the features we need; it is very effective in its operation."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution."
"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."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"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."
"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."
"The most valuable features are the ITIL compliance and billing."
 

Cons

"There is a dependency issue around the control room. If the control room is not working, the bots will not work."
"The biggest challenge that I have with Automation Anywhere is the pace of upgrades that they do."
"Automation with bots runs fine only if it is an attended bot. With unattended bots, the bots run only 25 to 30 percent of the time."
"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."
"When comparing the code under version checks, although there is a change done, it doesn't say so because the change is done at the variable level and not in the line of code."
"They need to improve the speed. It runs too slowly."
"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."
"Now, it is a big complex to download the product and install it, then again to install the patches. So, it takes a lot of time to download it."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"We should be able to monitor the performance of assets, not only documents. For example, printers, we should be able to monitor ink levels and get notifications when the ink is low."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"Support needs a serious attention. Getting any help is next to impossible."
"The business model for the company is to sell low and charge for customization, education or expertise."
"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."
"There is no cloud-based version and it would be helpful if it were available."
"The tech support is terrible and that seems to be a part of their business plan."
"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"There should be more templates that users can utilize immediately."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
 

Pricing and Cost Advice

"The cost is anywhere between $10,000 and $100,000."
"The pricing is a bit higher."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."
"Our licensing costs are setup on an annual basis."
"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."
"I feel the cost of licensing is very high for the A2019 version."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"It is cheaper than its competitors."
"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."
"The licensing is around $10,000 per year."
"Pricing can always be improved and made more affordable."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"The price of the solution is low. However, it still could be less expensive."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"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
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Manufacturing Company
9%
Computer Software Company
7%
Financial Services Firm
7%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
12%
University
10%
Performing Arts
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise530
By reviewers
Company SizeCount
Small Business32
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?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
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: April 2026.
896,298 professionals have used our research since 2012.