61 Ratings
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Score 7.8 out of 100
10 Ratings
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Score 5.6 out of 100

Likelihood to Recommend

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

SolarWinds MSP Manager

It's a good company to grow with because as needs change there are more features available.
Tamara Ham | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
5.7
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.6
SolarWinds MSP Manager
5.5
Expert directory
ManageEngine ServiceDesk Plus
7.7
SolarWinds MSP Manager
3.5
Service restoration
ManageEngine ServiceDesk Plus
8.5
SolarWinds MSP Manager
3.8
Self-service tools
ManageEngine ServiceDesk Plus
8.6
SolarWinds MSP Manager
3.6
Subscription-based notifications
ManageEngine ServiceDesk Plus
8.6
SolarWinds MSP Manager
8.2
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
8.0
SolarWinds MSP Manager
7.6
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
7.5
SolarWinds MSP Manager
7.4

ITSM asset management

ManageEngine ServiceDesk Plus
7.7
SolarWinds MSP Manager
5.6
Configuration mangement
ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
5.4
Asset management dashboard
ManageEngine ServiceDesk Plus
7.4
SolarWinds MSP Manager
5.8
Policy and contract enforcement
ManageEngine ServiceDesk Plus
7.5
SolarWinds MSP Manager

Change management

ManageEngine ServiceDesk Plus
8.6
SolarWinds MSP Manager
3.0
Change requests repository
ManageEngine ServiceDesk Plus
8.8
SolarWinds MSP Manager
Change calendar
ManageEngine ServiceDesk Plus
8.3
SolarWinds MSP Manager
1.0
Service-level management
ManageEngine ServiceDesk Plus
8.9
SolarWinds MSP Manager
5.1

Pros

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

SolarWinds MSP Manager

  • Web Based
  • Automated Ticket creation
chris maddox | TrustRadius Reviewer

Cons

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

SolarWinds MSP Manager

  • 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.
Les Klassen Hamm | TrustRadius Reviewer

Likelihood to Renew

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

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Usability

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

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 10.0
Based on 2 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

SolarWinds MSP Manager

SolarWinds MSP Manager 3.8
Based on 2 answers
They're good at resolving issues when they arise.
Tamara Ham | TrustRadius Reviewer

Alternatives Considered

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

SolarWinds MSP Manager

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.
Anonymous | TrustRadius Reviewer

Return on Investment

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

SolarWinds MSP Manager

  • 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
chris maddox | TrustRadius Reviewer

Pricing Details

ManageEngine ServiceDesk Plus

General

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

SolarWinds MSP Manager

General

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

Rating Summary

Likelihood to Recommend

ManageEngine ServiceDesk Plus
7.8
SolarWinds MSP Manager
4.7

Likelihood to Renew

ManageEngine ServiceDesk Plus
6.0
SolarWinds MSP Manager

Usability

ManageEngine ServiceDesk Plus
6.2
SolarWinds MSP Manager

Support Rating

ManageEngine ServiceDesk Plus
10.0
SolarWinds MSP Manager
3.8

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