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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
6.8
Number of Reviews
668
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 (2nd), 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 (5th), IT Service Management (ITSM) (6th)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (26th)
 

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 is highly accurate and gets up and running in a very short period of time."
"It has taken a lot of manual Excel manipulation that we have previously did, and removed that work away from people who did that for ten hours a day, five days a week, allowing us to refocus our resources into more value-add activities and simplifying our landscape."
"Excel automation is especially helpful because a lot of small companies are still using Excel as their data storage."
"Using Automation Anywhere has improved our company significantly, as we are doing over eight to 10,000 invoices a month, which people had to do before, while now the automated process is doing that without too much human intervention, saving probably about at least two to possibly three FTEs per week."
"Its integration with source control is very refreshing. There could be a little bit more maturity around how to do some of the features, but not having to go outside the app, not having a separate set of procedures, allows you to check in and check out right from within the app. You can make edits and uploads and undo your checkouts."
"Now, rather than the team going and collecting all of that information, we can have the bots do it, and that has been fantastic."
"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."
"The ability to find objects easily through the 'Capture' option saves your time most significantly."
"There's no problem with the software."
"It is good, and it meets our needs."
"Initially, mistakes took four hours time, now they can be completed in one to two hours."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"This solution has helped a lot by freeing up valuable time, allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"It is excellent from the service management perspective."
"The primary benefit of ManageEngine ServiceDesk Plus is its ease of use."
"ManageEngine ServiceDesk Plus is definitely worth it; we have seen a return on our investment."
"Their technical support has been very helpful and is very good."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"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."
"We have found the reporting in this product to be very useful."
 

Cons

"Investment effect is almost none, unfortunately."
"There is a limitation with Automation Anywhere where if you want to build your own packages and deploy them, it is very difficult."
"There are occasional bugs in the system but technical support is quick to address them and deliver solutions, patches, and upgrades."
"From the IQ Bot perspective, frankly speaking, they still have to improve a lot... My expectation from a straight, technical, architectural point of view was that I would be able to create my own algorithm and integrate it. But with IQ Bot, I am not able to integrate anything..."
"Automation Anywhere should have more Excel-related functionality."
"We are still looking into some of its current capabilities, like IT Bot."
"We would like a better coding interface for developers. We would also like to have a user interface which reduces the time to learn the product so more people in the organization can use software, like Automation Anywhere, quickly automating processes."
"They could improve around continuous integration, e.g., Jenkins and GitHub, stating how you could use those products and integrating them into Automation Anywhere."
"The product needs to allow for implementation for other departments besides the IT help desk."
"We are deciding to cancel this product and move to Jira because Jira is a much better solution."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"Request management is not clearly separated from incident management and the conditions to customize this are tricky and unique for our organization."
"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"Its reporting could be improved."
"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."
"The tech support is terrible and that seems to be a part of their business plan."
"The product is very difficult to use and configure and requires specialists."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
 

Pricing and Cost Advice

"It is the most economically friendly and it provides you with a lot of functions."
"There is an annual license to use the solution."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"It saves me around $100,000 a year."
"Currently, it stands as one of the more expensive RPA tools available."
"Time-wise: We have saved hundreds of thousands of hours."
"Our annual licensing costs for the entire company are $100,000."
"Additional costs will be for the machines and the number of machines that you are using. You can deploy virtually as well as on physical machines. In both the situations, you do need to allocate a certain budget for securing the machines and where the software will be installed and running. The machines cannot be used for anything else, because only a certain bot can run at a certain time. You need to be very particular about your scheduling of running the bots, and while the bot is running nobody can use the machine. You cannot have an agent working on a machine and the bot running in the background. It has to be completely dedicated. Then there are the network bandwidth requirements and space requirements, which are additional costs apart from the licensing and software costs. The developer is also going to charge you for their coding time too."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"It is cheaper than the competitors."
"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."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"Cost-wise, we're quite happy."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"As compared to a lot of systems out there, it is more affordable."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Comms Service Provider
7%
Construction Company
18%
Comms Service Provider
13%
Healthcare Company
10%
University
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
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: November 2026.
920,769 professionals have used our research since 2012.