What users are saying about
25 Ratings
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Score 9.4 out of 100
64 Ratings
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Score 8 out of 100

Likelihood to Recommend

Creatio

If you have an in-house expert, then this product, due to its customization abilities, is a great choice for a CRM. However, due to Creatio's low-code approach, there are areas where end-users can make their own changes and customizations without the need for a developer. One such case is building out team dashboards for real-time reporting.
Carl Moore | 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

Sales Force Automation

Creatio
9.5
ManageEngine ServiceDesk Plus
Customer data management / contact management
Creatio
9.9
ManageEngine ServiceDesk Plus
Workflow management
Creatio
9.6
ManageEngine ServiceDesk Plus
Territory management
Creatio
9.1
ManageEngine ServiceDesk Plus
Opportunity management
Creatio
9.6
ManageEngine ServiceDesk Plus
Integration with email client (e.g., Outlook or Gmail)
Creatio
9.4
ManageEngine ServiceDesk Plus
Contract management
Creatio
9.5
ManageEngine ServiceDesk Plus
Quote & order management
Creatio
10.0
ManageEngine ServiceDesk Plus
Interaction tracking
Creatio
9.2
ManageEngine ServiceDesk Plus
Channel / partner relationship management
Creatio
9.4
ManageEngine ServiceDesk Plus

Customer Service & Support

Creatio
9.1
ManageEngine ServiceDesk Plus
Case management
Creatio
9.7
ManageEngine ServiceDesk Plus
Call center management
Creatio
8.5
ManageEngine ServiceDesk Plus
Help desk management
Creatio
9.1
ManageEngine ServiceDesk Plus

Marketing Automation

Creatio
9.6
ManageEngine ServiceDesk Plus
Lead management
Creatio
9.6
ManageEngine ServiceDesk Plus
Email marketing
Creatio
9.5
ManageEngine ServiceDesk Plus

CRM Project Management

Creatio
9.0
ManageEngine ServiceDesk Plus
Task management
Creatio
9.4
ManageEngine ServiceDesk Plus
Billing and invoicing management
Creatio
8.2
ManageEngine ServiceDesk Plus
Reporting
Creatio
9.5
ManageEngine ServiceDesk Plus

CRM Reporting & Analytics

Creatio
9.5
ManageEngine ServiceDesk Plus
Forecasting
Creatio
9.4
ManageEngine ServiceDesk Plus
Pipeline visualization
Creatio
9.4
ManageEngine ServiceDesk Plus
Customizable reports
Creatio
9.5
ManageEngine ServiceDesk Plus

Customization

Creatio
9.9
ManageEngine ServiceDesk Plus
Custom fields
Creatio
9.9
ManageEngine ServiceDesk Plus
Custom objects
Creatio
9.9
ManageEngine ServiceDesk Plus
Scripting environment
Creatio
10.0
ManageEngine ServiceDesk Plus
API for custom integration
Creatio
9.8
ManageEngine ServiceDesk Plus

Security

Creatio
9.2
ManageEngine ServiceDesk Plus
Single sign-on capability
Creatio
9.1
ManageEngine ServiceDesk Plus
Role-based user permissions
Creatio
9.2
ManageEngine ServiceDesk Plus

Social CRM

Creatio
9.4
ManageEngine ServiceDesk Plus
Social data
Creatio
9.2
ManageEngine ServiceDesk Plus
Social engagement
Creatio
9.7
ManageEngine ServiceDesk Plus

Integrations with 3rd-party Software

Creatio
8.4
ManageEngine ServiceDesk Plus
Marketing automation
Creatio
8.4
ManageEngine ServiceDesk Plus

Platform

Creatio
9.0
ManageEngine ServiceDesk Plus
Mobile access
Creatio
9.0
ManageEngine ServiceDesk Plus

Incident and problem management

Creatio
ManageEngine ServiceDesk Plus
8.3
Organize and prioritize service tickets
Creatio
ManageEngine ServiceDesk Plus
8.8
Expert directory
Creatio
ManageEngine ServiceDesk Plus
7.7
Service restoration
Creatio
ManageEngine ServiceDesk Plus
8.5
Self-service tools
Creatio
ManageEngine ServiceDesk Plus
8.9
Subscription-based notifications
Creatio
ManageEngine ServiceDesk Plus
8.9
ITSM collaboration and documentation
Creatio
ManageEngine ServiceDesk Plus
8.0
ITSM reports and dashboards
Creatio
ManageEngine ServiceDesk Plus
7.3

ITSM asset management

Creatio
ManageEngine ServiceDesk Plus
7.5
Configuration mangement
Creatio
ManageEngine ServiceDesk Plus
8.2
Asset management dashboard
Creatio
ManageEngine ServiceDesk Plus
7.1
Policy and contract enforcement
Creatio
ManageEngine ServiceDesk Plus
7.2

Change management

Creatio
ManageEngine ServiceDesk Plus
8.9
Change requests repository
Creatio
ManageEngine ServiceDesk Plus
9.1
Change calendar
Creatio
ManageEngine ServiceDesk Plus
8.5
Service-level management
Creatio
ManageEngine ServiceDesk Plus
9.0

Pros

Creatio

  • Customization: We have heavily customized the system. Creatio has been excellent in helping build requirements & see these through to implementation.
  • The system is really easy to use. Users pick it up & love it immediately.
  • Support is superb: If we have any issues or want to change the system at all, the team is always there helping by being fast, efficient & friendly
  • Cost: Definitely competitive.
Will Ludgate | 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

Creatio

  • Having more marketplace solutions that add to the system’s functionality would be great.
  • We look forward to further enhancements in ML (even though Creatio already has some AI-powered solutions in place).
  • We would also like to see some improvements to the customer portal.
Tatyana Yaroshenko | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
  • No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
  • Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
  • No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Creatio

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

Creatio

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.2
Based on 2 answers
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
Kayla Streeter | TrustRadius Reviewer

Support Rating

Creatio

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 10.0
Based on 4 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

Creatio

The system’s UI, rich functionality, and a great potential for scalability made the system stand out among other vendors. It is a fully-fledged solution that allowed us to work with customer data way more efficiently and improve our processes on a regular basis.
Vladlen Manastiretskiy | 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

Creatio

  • bpm'online is a bit pricey, so utilizing it in place of other tools to help on your ROI is important.
  • Users are seeing the value of a consolidated information source and buy-in is quicker than it was with Salesforce or GoldMine.
  • The automation of internal notifications when particular fields are marked has increased productivity and decreased human error overall.
Kenneth Harrington-Colon | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
Anonymous | TrustRadius Reviewer

Screenshots

ManageEngine ServiceDesk Plus

Pricing Details

Creatio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$3,000*

* Per installation

ManageEngine ServiceDesk Plus

General

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

Rating Summary

Likelihood to Recommend

Creatio
9.4
ManageEngine ServiceDesk Plus
8.0

Likelihood to Renew

Creatio
ManageEngine ServiceDesk Plus
6.0

Usability

Creatio
ManageEngine ServiceDesk Plus
6.2

Support Rating

Creatio
ManageEngine ServiceDesk Plus
10.0

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