What users are saying about
3 Ratings
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Score 8 out of 100
74 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

C2 ATOM

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Patrice Tanguay | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

C2 ATOM
7.8
ManageEngine ServiceDesk Plus
8.1
Organize and prioritize service tickets
C2 ATOM
8.0
ManageEngine ServiceDesk Plus
8.8
Expert directory
C2 ATOM
9.0
ManageEngine ServiceDesk Plus
7.5
Self-service tools
C2 ATOM
8.0
ManageEngine ServiceDesk Plus
7.5
Subscription-based notifications
C2 ATOM
6.0
ManageEngine ServiceDesk Plus
7.8
ITSM collaboration and documentation
C2 ATOM
8.0
ManageEngine ServiceDesk Plus
8.9
ITSM reports and dashboards
C2 ATOM
8.0
ManageEngine ServiceDesk Plus
7.2
Service restoration
C2 ATOM
ManageEngine ServiceDesk Plus
9.0

ITSM asset management

C2 ATOM
7.5
ManageEngine ServiceDesk Plus
7.3
Configuration mangement
C2 ATOM
8.0
ManageEngine ServiceDesk Plus
9.0
Asset management dashboard
C2 ATOM
7.0
ManageEngine ServiceDesk Plus
7.0
Policy and contract enforcement
C2 ATOM
ManageEngine ServiceDesk Plus
6.0

Change management

C2 ATOM
9.0
ManageEngine ServiceDesk Plus
8.3
Change requests repository
C2 ATOM
9.0
ManageEngine ServiceDesk Plus
8.7
Change calendar
C2 ATOM
9.0
ManageEngine ServiceDesk Plus
8.0
Service-level management
C2 ATOM
ManageEngine ServiceDesk Plus
8.2

Pros

C2 ATOM

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Patrice Tanguay | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

Cons

C2 ATOM

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Patrice Tanguay | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
Anonymous | TrustRadius Reviewer

Likelihood to Renew

C2 ATOM

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
Anonymous | TrustRadius Reviewer

Usability

C2 ATOM

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
Anonymous | TrustRadius Reviewer

Support Rating

C2 ATOM

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.4
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Alternatives Considered

C2 ATOM

It all came down to cost. Total cost vs available functionalityHowever, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Patrice Tanguay | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

Return on Investment

C2 ATOM

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
Patrice Tanguay | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Anonymous | TrustRadius Reviewer

Screenshots

ManageEngine ServiceDesk Plus

Pricing Details

C2 ATOM

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$6,000

C2 ATOM Editions & Modules

On-premise Edition
C2 ATOM On-PremiseContact us
Starting Price$62.002
  1. none
  2. per month
SaaS Edition
SMALL TEAM$501
ACROSS YOUR BUSINESS$651
  1. per user per month
Additional Pricing Details
Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

C2 ATOM
8.0
ManageEngine ServiceDesk Plus
9.0

Likelihood to Renew

C2 ATOM
ManageEngine ServiceDesk Plus
6.0

Usability

C2 ATOM
ManageEngine ServiceDesk Plus
8.0

Support Rating

C2 ATOM
ManageEngine ServiceDesk Plus
9.4

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