What users are saying about
3 Ratings
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Score 8 out of 100
88 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • ManageEngine ServiceDesk Plus ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.8

C2 ATOM

78%
9.0

ManageEngine ServiceDesk Plus

90%
ManageEngine ServiceDesk Plus ranks higher in 6/7 features

Organize and prioritize service tickets

8.0
80%
1 Rating
9.6
96%
21 Ratings

Expert directory

9.0
90%
1 Rating
8.9
89%
14 Ratings

Self-service tools

8.0
80%
1 Rating
8.3
83%
19 Ratings

Subscription-based notifications

6.0
60%
1 Rating
8.9
89%
15 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
8.6
86%
17 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
8.6
86%
19 Ratings

Service restoration

N/A
0 Ratings
9.8
98%
16 Ratings

ITSM asset management

7.5

C2 ATOM

75%
8.9

ManageEngine ServiceDesk Plus

89%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Configuration mangement

8.0
80%
1 Rating
9.0
90%
15 Ratings

Asset management dashboard

7.0
70%
1 Rating
8.8
88%
15 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.9
89%
11 Ratings

Change management

9.0

C2 ATOM

90%
9.4

ManageEngine ServiceDesk Plus

94%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Change requests repository

9.0
90%
1 Rating
9.2
92%
16 Ratings

Change calendar

9.0
90%
1 Rating
9.7
97%
12 Ratings

Service-level management

N/A
0 Ratings
9.5
95%
15 Ratings

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
6.0

ManageEngine ServiceDesk Plus

60%
1 Rating

Usability

C2 ATOM

N/A
0 Ratings
8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings

Support Rating

C2 ATOM

N/A
0 Ratings
9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings

Likelihood to Recommend

Sherweb

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
Read full review

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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.
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Pros

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
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ManageEngine, A Div of Zoho Corporation Pvt Ltd

  • 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.
Read full review

Cons

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
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ManageEngine, A Div of Zoho Corporation Pvt Ltd

  • 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
Read full review

Pricing Details

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional 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

Starting Price

$10 Starting Price Per Month

Editions & Modules

ManageEngine ServiceDesk Plus editions and modules pricing
EditionModules
Standard$10.001
Professional$21.002
Enterprise$50.003

Footnotes

  1. Starting Price Per Month
  2. Starting Price Per Month
  3. Starting Price Per Month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Sherweb

No answers on this topic

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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
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Usability

Sherweb

No answers on this topic

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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.
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Support Rating

Sherweb

No answers on this topic

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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.
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Alternatives Considered

Sherweb

It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd

ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
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Return on Investment

Sherweb

  • 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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd

  • 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).
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Screenshots

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