ManageEngine SupportCenter Plus vs ServiceNow vs Zoho Desk comparison

ManageEngine SupportCenter ...

Read 223 ServiceNow reviews

25,791 Views
7,479 Comparison Views

91% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,182 Views
1,111 Comparison Views

90% willing to recommend

Zoho Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ManageEngine SupportCenter Plus, ServiceNow, and Zoho Desk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

Help Desk Software

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Helped 868,288 peers since 2012

Review summaries and opinions

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

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 1.2%, up from 0.5% compared to the previous year. The mindshare of ServiceNow is 17.6%, down from 26.1% compared to the previous year. The mindshare of Zoho Desk is 2.6%, down from 2.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.6%
Zoho Desk	2.6%
ManageEngine SupportCenter Plus	1.2%
Other	78.6%

Help Desk Software

Featured Reviews

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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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Read full review

Quotes from Members

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

Pros

"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."

"The product is very scalable and stable when used as a help desk once it is built out."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"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."

"Change management is most valuable."

"The solution integrates well with other products."

"The pricing of the product is quite good. It's not too expensive."

"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

"The Workflow feature is the most valuable."

"A workflow automation platform that's reliable, performs well, and has good reporting and integration."

"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."

"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."

More ServiceNow pros

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The most valuable features of Zoho Desk are archiving queries and analytics."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."

"The product provides communication features like chats and calls."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The initial setup is easy."

More Zoho Desk pros

Cons

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

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

"The business model for the company is to sell low and charge for customization, education or expertise."

"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."

"The tech support is terrible and that seems to be a part of their business plan."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"I have enjoyed all the features. There is not any feature that I have missed or didn't have."

"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."

"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."

"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."

"Transparency in the pricing model needs to be improved."

"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."

More ServiceNow cons

"There is room for improvement with the pricing."

"As per customer requirements, it may have some limitations."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"The solution could improve its stability and scalability."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

More Zoho Desk cons

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."

"ServiceNow's pricing is comparatively higher than Helix's."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"The price of this solution is expensive."

"The platform offers a free trial, by providing a free developer instance once you sign up."

More ServiceNow pricing and cost advice

"Zoho Desk's cost is pretty much okay."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Zoho Desk is a cost-effective solution."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"For what it does, it's quite cheap."

"The solution costs INR 8400 per user."

"Zoho Desk's pricing is more flexible."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

15%

Manufacturing Company

13%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

Questions from the Community

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.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has ...

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with mul...

Vision Helpdesk vs ManageEngine SupportCenter Plus

Comparisons

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BMC Helix ITSM vs ManageEngine SupportCenter Plus

Compared 14% of the time

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BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

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ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

JIRA Service Management vs Zoho Desk

Compared 6% of the time

Zendesk vs Zoho Desk

Compared 6% of the time

LiveAgent vs Zoho Desk

Compared 4% of the time

More Zoho Desk Competitors

Product Reports

Help Desk Software

Download ManageEngine SupportCenter Plus product report

Download ServiceNow product report

Zoho Desk

Download Zoho Desk product report

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”