Datto Autotask PSA vs. ManageEngine ServiceDesk Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 7.9 out of 10
N/A
Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).N/A
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
Datto Autotask PSAManageEngine ServiceDesk Plus
Editions & Modules
No answers on this topic
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
Autotask PSAManageEngine ServiceDesk Plus
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Datto Autotask PSAManageEngine ServiceDesk Plus
Top Pros
Top Cons
Features
Datto Autotask PSAManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
ManageEngine ServiceDesk Plus
8.9
19 Ratings
8% above category average
Organize and prioritize service tickets00 Ratings10.019 Ratings
Expert directory00 Ratings9.012 Ratings
Service restoration00 Ratings10.014 Ratings
Self-service tools00 Ratings8.017 Ratings
Subscription-based notifications00 Ratings9.013 Ratings
ITSM collaboration and documentation00 Ratings7.015 Ratings
ITSM reports and dashboards00 Ratings9.017 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Datto Autotask PSA
-
Ratings
ManageEngine ServiceDesk Plus
8.7
14 Ratings
5% above category average
Configuration mangement00 Ratings8.013 Ratings
Asset management dashboard00 Ratings9.013 Ratings
Policy and contract enforcement00 Ratings9.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
Datto Autotask PSA
-
Ratings
ManageEngine ServiceDesk Plus
9.7
15 Ratings
14% above category average
Change requests repository00 Ratings9.014 Ratings
Change calendar00 Ratings10.010 Ratings
Service-level management00 Ratings10.013 Ratings
Best Alternatives
Datto Autotask PSAManageEngine ServiceDesk Plus
Small Businesses
HaloPSA
HaloPSA
Score 8.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datto Autotask PSAManageEngine ServiceDesk Plus
Likelihood to Recommend
7.7
(29 ratings)
9.0
(19 ratings)
Likelihood to Renew
9.0
(1 ratings)
6.0
(1 ratings)
Usability
9.0
(1 ratings)
8.0
(3 ratings)
Support Rating
8.4
(4 ratings)
9.0
(3 ratings)
User Testimonials
Datto Autotask PSAManageEngine ServiceDesk Plus
Likelihood to Recommend
Kaseya
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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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Pros
Kaseya
  • 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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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Cons
Kaseya
  • 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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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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
Kaseya
The work flow is much better then other competitors
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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Alternatives Considered
Kaseya
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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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Return on Investment
Kaseya
  • 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.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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.
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ScreenShots