ManageEngine SupportCenter Plus vs SysAid comparison

ManageEngine SupportCenter ...

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90% willing to recommend

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SysAid and ManageEngine SupportCenter Plus are competing in the IT service management category. Data indicates that while SysAid excels in customer support, ManageEngine SupportCenter Plus is favored for its advanced features, leaving it as a preferred option despite potentially higher prices.

Features: SysAid offers comprehensive help desk capabilities, automation features, and an easy-to-use self-service portal. ManageEngine SupportCenter Plus excels in asset management functionality, superior integration options, and a mobile application for all products.

Room for Improvement: SysAid could improve its user interface, physical asset monitoring, and provide more advanced reporting capabilities. ManageEngine SupportCenter Plus could enhance additional functionalities beyond the help desk, offer better scalability options, and optimize the user interface further.

Ease of Deployment and Customer Service: SysAid provides a straightforward deployment process with reliable customer service, ensuring a smooth transition. ManageEngine SupportCenter Plus offers flexible deployment models including cloud and on-premises options, with outstanding technical support catering to diverse business needs.

Pricing and ROI: SysAid is generally more cost-effective with a lower setup cost, offering a rapid return on investment. ManageEngine SupportCenter Plus involves higher initial expenses, but the investment is justified by its comprehensive feature set, promising a significant ROI over time.

To learn more, read our detailed ManageEngine SupportCenter Plus vs. SysAid Report (Updated: April 2025).

ManageEngine SupportCenter Plus vs. SysAid

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Helped 850,236 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:

Categories and Ranking

ManageEngine SupportCenter ...

Ranking in Help Desk Software

24th

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

20th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (21st)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.8%, up from 0.4% compared to the previous year. The mindshare of SysAid is 0.7%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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

"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."

"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."

"We have found the reporting in this product to be very useful."

"I would say the overall flexibility of the product is its most valuable feature."

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

"The simplicity of the solution is excellent."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

More SysAid pros

Cons

"I would like to see some kind of project management or portfolio management in a future version."

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

"There is no cloud-based version and it would be helpful if it were available."

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

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

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

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

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"Currently, SysAid does not have a mobile application."

"We would like them to approve the security functionalities, e.g., management security features."

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"There is a learning curve for the users."

"SysAid has fewer AI features compared to other tools."

More SysAid cons

Pricing and Cost Advice

"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."

"We saw our investment back at the end of year one."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"SysAid is a good solution, especially from a pricing perspective."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"The pricing of SysAid is less than its competitors."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

14%

Financial Services Firm

13%

Retailer

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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, and there's no automated resolution of tickets. The emails ingested to create ti...

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What is your experience regarding pricing and costs for SysAid?

Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

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Product Reports

Help Desk Software

Download ManageEngine SupportCenter Plus product report

Download SysAid 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

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

ManageEngine SupportCenter Plus vs. SysAid