We performed a comparison between ManageEngine ServiceDesk Plus and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution offers a lot of opportunities for integrations."
"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."
"The most valuable feature is the ticketing system which is working well."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"I rate the solution a ten out of ten for scalability."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"There are a lot of great templates that you can take advantage of."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The product is very scalable and stable when used as a help desk once it is built out."
"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."
"We have found the reporting in this product to be very useful."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"There's no native integrations between the systems."
"The product needs to allow for implementation for other departments besides the IT help desk."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"There is no cloud-based version and it would be helpful if it were available."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"The product is very difficult to use and configure and requires specialists."
"The tech support is terrible and that seems to be a part of their business plan."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. ManageEngine ServiceDesk Plus is rated 8.0, while ManageEngine SupportCenter Plus is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas ManageEngine SupportCenter Plus is most compared with Zoho Desk. See our ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus report.
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