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ManageEngine ServiceDesk Plus vs TOPdesk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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)
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (19th)
 

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.
Martina Peneva - PeerSpot reviewer
People Technology Lead at Scandinavian Tobacco Group
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

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

Pros

"We have some bots which are saving a week or month of multiple employees' times."
"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"The Capture command has been a lifesaver for me in each of my use cases and the advanced Excel functionalities like running macro, reading and manipulating data, etc. It allows the bot creator to leverage the inbuilt functionalities that AA2019 has to offer to a great extent."
"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."
"I would rate Automation Anywhere a nine out of ten."
"I definitely find that it has helped increase productivity."
"It is easy and simple to use with its drag and drop functionality."
"The features of Automation Anywhere improve my company by making deployment and maintenance of our automations a smoother process overall."
"It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"Incident Management is a good feature."
"The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities."
"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."
"I like how it can be integrated and expanded with other ManageEngine products."
"SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations."
"We have not faced any stability issues or challenges with this tool."
"The most valuable feature of the solution is the ticketing feature."
"TOPdesk is overall very stable."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
 

Cons

"While the community provides a platform for interaction and resource sharing, not all training content aligns with the specific needs of developers."
"Intelligent automation is currently a buzz and I would love to see more innovation in this segment."
"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."
"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."
"We need more commands for PDF integration to make it more flexible."
"As a developer, I find Automation Anywhere's bot editor riddled with minor workflow issues that hinder productivity."
"Their bot runners could be made to handle multiple payloads at the same time because if I want to run multiple parallel operations, the number of bot runners that I have to buy just keeps increasing. It is adding to the cost. However, there is a possibility that we don't need that many bot runners, and we can run multiple operations in a bot runner. This would be a great addition to have."
"For future prospects, this tool should 80 percent deal with neural networks, deep learning, and artificial intelligence and that has to be integrated a lot. As these are future skills, these integrations will help us take the tool to take to the next level."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"Support needs a serious attention. Getting any help is next to impossible."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"Its reporting could be improved."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"There could be some improvement regarding integration with other platforms like Sharepoint."
"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."
"It is time-consuming to add new users."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"An operator is also a user but requires creating two different records."
"The solution's change management could be better."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"In some fields, it's just not good enough."
 

Pricing and Cost Advice

"Time and monetary savings can range from 20 to 90 percent."
"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."
"I feel the cost of licensing is very high for the A2019 version."
"I think the solution's pricing is reasonable."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"The enterprise version is expensive for small businesses and individual users."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"The price of the solution is low. However, it still could be less expensive."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The platform has good pricing."
"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."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"It is not an expensive solution."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"The solution's pricing is reasonable and not expensive."
"TOPdesk's pricing is cheaper than Jira's."
"The solution is inexpensive compared to competitors."
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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
8%
Outsourcing Company
7%
Financial Services Firm
7%
Outsourcing Company
11%
Manufacturing Company
10%
Educational Organization
10%
Computer Software Company
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
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

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 needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...
What advice do you have for others considering TOPdesk?
The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...
 

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
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. TOPdesk and other solutions. Updated: August 2026.
909,099 professionals have used our research since 2012.