ManageEngine ServiceDesk Plus vs Vtiger CRM comparison

ManageEngine and Vtiger are both solutions in the Help Desk Software category. ManageEngine is ranked #4 with an average rating of 8.3, while Vtiger is ranked #44. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 100% of Vtiger users who would recommend it.

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Executive SummaryUpdated on Mar 15, 2026

Vtiger CRM and ManageEngine ServiceDesk Plus compete in the CRM and IT service management fields. ManageEngine ServiceDesk Plus has an advantage in IT service management with superior features and usability, while Vtiger CRM's pricing structure is preferred for cost-effectiveness.

Features: Vtiger CRM offers sales automation, email integration, and marketing campaign management, positioning itself as a comprehensive CRM solution. ManageEngine ServiceDesk Plus focuses on IT service management with asset tracking, service desk capabilities, and incident management, aligning more with IT services rather than CRM.

Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus ensures a seamless deployment specifically tailored for IT infrastructure, coupled with responsive technical support in IT contexts. Vtiger CRM provides a quick CRM setup suitable for general business needs with broader customer service offerings.

Pricing and ROI: Vtiger CRM is seen as cost-effective with lower initial setup costs and quick ROI for CRM-centric businesses. ManageEngine ServiceDesk Plus may involve a higher upfront investment, yet it offers a better ROI for IT environments thanks to its specialized features and scalability, justifying its expenses for those focused on IT service efficiency.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. Vtiger CRM Report (Updated: June 2026).

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Vtiger CRM

June 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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Valdi Venter

Owner | Director of Operations at Expert Technology Solutions

A modular, easy-to-use solution that needs to improve support and include automation

There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

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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

"It provides, not only hard benefits, but also soft benefits, leaving the human mind free of all voluminous repetitive tasks so workers can do the work that they are intended to do, which is thinking."

"The customer engagement is really deep, and they work with the “gemba”. They work with operations very closely. I also believe they have a good product roadmap."

"Even a non-IT or business user can just look at the bot language and understand what the bot is doing, and that's the easy part."

"The Control Room is the most valuable feature. This is where I can schedule a task. It runs 24/7, so it's a great feature that I love. If we are not in office, we can schedule something and leave, then the bot will run at the scheduled time."

"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."

"Bot creation is a cool feature. It allows the developer to do complex things."

"Automation Anywhere is a ten out of ten."

"The benefit of using Automation Anywhere is the efficiency of operations and speed."

More Automation Anywhere pros

"ManageEngine ServiceDesk Plus is definitely worth it; we have seen a return on our investment."

"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."

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

"ManageEngine ServiceDesk Plus has impacted my organization by standardizing the tribal knowledge, adding great value for our team for the efficiency of the team, and professionalizing the support experience."

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

"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."

"The solution offers a lot of opportunities for integrations."

"ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service."

More ManageEngine ServiceDesk Plus pros

"The most valuable feature of Vtiger CRM is automation."

"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."

"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."

Cons

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

"Verbose logging of bot compiling and deployment from the control room. Events occurring during compiling, pre-processing the bots should be logged in the control room or bot launcher logs."

"Automation Anywhere can be improved as there are issues with the recorder, which needs enhancement to extract more fields in the property set to increase reliability across various web application platforms, such as those built on React, React Azure, and React Angular."

"The price has room for improvement."

"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."

"When you are implementing it initially, it's challenging as there's a lot of change management."

"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."

"We have encountered some issues in the actions like Terminal Emulator-> Send Key -> Page Down/Up not working."

More Automation Anywhere cons

"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."

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

"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."

"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. In another operation manager I use, they send me a notification when the device is off, or has something to perform."

"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."

"Its reporting could be improved."

"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."

"We'd like to have more integration into other platforms."

More ManageEngine ServiceDesk Plus cons

"The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules."

"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."

Pricing and Cost Advice

"The licensing cost for Automation Anywhere is high."

"The pricing model can be a bit more flexible."

"Time and monetary savings can range from 20 to 90 percent."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

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

"It is not cheap, but we are able to get an ROI."

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

More Automation Anywhere pricing and cost advice

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

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

"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."

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

"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."

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

"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

"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 price doesn't change when you add users. It's a flat fee, and that's attractive."

"We are using the free open-source version of Vtiger CRM."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

Manufacturing Company

Financial Services Firm

Computer Software Company

Retailer

19%

Construction Company

18%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	83
Large Enterprise	553

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...

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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...

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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.

See all answers

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...

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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...

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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...

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

June 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

CRM

June 2026

Download Vtiger CRM product report

Also Known As

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

No data available

Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

Vtiger

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

Vtiger CRM is a comprehensive tool that caters to businesses seeking to enhance customer engagement and streamline operations. It offers essential tools for effective contact management, sales automation, and collaboration.

Recognized for its ability to integrate all business processes on one platform, Vtiger CRM efficiently supports sales, marketing, and customer service teams by providing a robust set of features. Designed with scalability in mind, it caters to businesses of any size. Vtiger CRM focuses on increasing productivity while enhancing the customer journey, offering personalized communication and insights into customer interactions.

What are Vtiger CRM's key features?

Contact Management: Enables efficient tracking of customer information and interactions in a centralized location.
Sales Automation: Streamlines sales processes with tools for managing deals and leads automatically.
Email Marketing: Facilitates the creation and management of targeted email campaigns.
Customer Support: Provides ticketing tools to improve customer service delivery and response time.
Analytics: Offers deep insights through detailed reports and dashboards for data-driven decisions.

What benefits or ROI should users expect?

Increased Productivity: Automates routine tasks, allowing teams to focus on strategic goals.
Enhanced Customer Insights: Provides greater visibility into customer preferences and behaviors.
Improved Decision Making: Empowers users with data-driven insights for strategic planning.
Scalability: Adapts to business growth without requiring significant changes or investments.

Vtiger CRM is effectively implemented across industries like healthcare, where it streamlines patient interaction management. In retail, it enhances personalized shopping experiences, while in finance, it ensures compliance and improves customer relations. Vtiger CRM's versatility allows it to be molded to fit industry-specific requirements.

Vtiger

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Vtiger CRM

June 2026

Free Report: ManageEngine ServiceDesk Plus vs. Vtiger CRM

Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Vtiger CRM and other solutions. Updated: June 2026.

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