22 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 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

5.3

N-able MSP Manager

53%
9.0

ManageEngine ServiceDesk Plus

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

Organize and prioritize service tickets

4.5
45%
4 Ratings
9.6
96%
21 Ratings

Expert directory

3.5
35%
4 Ratings
8.9
89%
14 Ratings

Service restoration

3.9
39%
2 Ratings
9.8
98%
16 Ratings

Self-service tools

3.5
35%
4 Ratings
8.3
83%
19 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
8.9
89%
15 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
8.6
86%
17 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
8.6
86%
19 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%
8.9

ManageEngine ServiceDesk Plus

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

Configuration mangement

6.3
63%
3 Ratings
9.0
90%
15 Ratings

Asset management dashboard

7.2
72%
3 Ratings
8.8
88%
15 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.9
89%
11 Ratings

Change management

2.8

N-able MSP Manager

28%
9.4

ManageEngine ServiceDesk Plus

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

Change calendar

1.0
10%
1 Rating
9.7
97%
12 Ratings

Service-level management

4.5
45%
4 Ratings
9.5
95%
15 Ratings

Change requests repository

N/A
0 Ratings
9.2
92%
16 Ratings

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
6.0

ManageEngine ServiceDesk Plus

60%
1 Rating

Usability

N-able MSP Manager

N/A
0 Ratings
8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings

Likelihood to Recommend

N-able

It's a good company to grow with because as needs change there are more features available.
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

N-able

  • Web Based
  • Automated Ticket creation
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

N-able

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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

N-able MSP Manager

Starting Price

Editions & Modules

N-able MSP Manager 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

    N-able

    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
    Read full review

    Usability

    N-able

    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.
    Read full review

    Support Rating

    N-able

    They're good at resolving issues when they arise.
    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

    N-able

    MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
    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

    N-able

    • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
    • Searching for a ticket requires scrolling, wasting time
    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

    Screenshots

    Add comparison