What users are saying about
124 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
88 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
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

7.1

Autotask PSA

71%
9.0

ManageEngine ServiceDesk Plus

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

Organize and prioritize service tickets

7.6
76%
29 Ratings
9.6
96%
21 Ratings

Expert directory

7.5
75%
23 Ratings
8.9
89%
14 Ratings

Service restoration

6.7
67%
19 Ratings
9.8
98%
16 Ratings

Self-service tools

7.0
70%
23 Ratings
8.3
83%
19 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
8.9
89%
15 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
8.6
86%
17 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
8.6
86%
19 Ratings

ITSM asset management

7.1

Autotask PSA

71%
8.9

ManageEngine ServiceDesk Plus

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

Configuration mangement

6.9
69%
22 Ratings
9.0
90%
15 Ratings

Asset management dashboard

6.4
64%
20 Ratings
8.8
88%
15 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
8.9
89%
11 Ratings

Change management

7.5

Autotask PSA

75%
9.4

ManageEngine ServiceDesk Plus

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

Change requests repository

7.3
73%
24 Ratings
9.2
92%
16 Ratings

Change calendar

7.0
70%
19 Ratings
9.7
97%
12 Ratings

Service-level management

8.3
83%
26 Ratings
9.5
95%
15 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 2 areas: Likelihood to Renew, Usability
  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
6.0

ManageEngine ServiceDesk Plus

60%
1 Rating

Usability

9.0

Autotask PSA

90%
1 Rating
8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings

Likelihood to Recommend

Datto Inc

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
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.
Read full review

Pros

Datto Inc

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Read full review

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

Datto Inc

  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
Read full review

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

Autotask PSA

Starting Price

Editions & Modules

Autotask PSA editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional 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

    Datto Inc

    After using multiple products on the market, Autotask was intuitive and easy to manage.
    Read full review

    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
    Read full review

    Usability

    Datto Inc

    The work flow is much better then other competitors
    Read full review

    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.
    Read full review

    Support Rating

    Datto Inc

    They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
    Read full review

    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.
    Read full review

    Alternatives Considered

    Datto Inc

    The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
    Read full review

    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.
    Read full review

    Return on Investment

    Datto Inc

    • We were able to identify the profitability of our entire client base.
    • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
    • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
    • Autotask is the heartbeat of our operation.
    Read full review

    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).
    Read full review

    Add comparison