55 Ratings
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Score 7.4 out of 101
7 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

ManageEngine ServiceDesk Plus

Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.
Miguel Nuñez profile photo

SolarWinds MSP Manager

If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow.If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks is really nice.
Les Klassen Hamm profile photo

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
7.8
SolarWinds MSP Manager
7.5
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
9.0
Expert directory
ManageEngine ServiceDesk Plus
7.5
SolarWinds MSP Manager
4.8
Service restoration
ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
Self-service tools
ManageEngine ServiceDesk Plus
7.6
SolarWinds MSP Manager
5.3
Subscription-based notifications
ManageEngine ServiceDesk Plus
7.8
SolarWinds MSP Manager
9.5
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
7.6
SolarWinds MSP Manager
8.4
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
8.1
SolarWinds MSP Manager
7.9

ITSM asset management

ManageEngine ServiceDesk Plus
7.8
SolarWinds MSP Manager
5.2
Configuration mangement
ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
5.3
Asset management dashboard
ManageEngine ServiceDesk Plus
7.5
SolarWinds MSP Manager
5.2
Policy and contract enforcement
ManageEngine ServiceDesk Plus
7.7
SolarWinds MSP Manager

Change management

ManageEngine ServiceDesk Plus
8.2
SolarWinds MSP Manager
7.9
Change requests repository
ManageEngine ServiceDesk Plus
8.0
SolarWinds MSP Manager
Change calendar
ManageEngine ServiceDesk Plus
8.0
SolarWinds MSP Manager
Service-level management
ManageEngine ServiceDesk Plus
8.6
SolarWinds MSP Manager
7.9

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 profile photo

SolarWinds MSP Manager

  • Help Desk Ticketing is very easy to use and organize.
  • Billing is robust and keeps track of client contracts and time very well.
  • Role management and ticket routing client are very robust.
No photo available

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.
No photo available

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 profile photo

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
No photo available

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 profile photo

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Support

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 10.0
Based on 1 answer
Easy to contact, most serious issues resolved very quickly.
Norman Chambers profile photo

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

ManageEngine ServiceDesk Plus

We decided to make the change to move from ManageEngine Service Desk Plus to Spoke for our ticketing system solution. We have never looked back. Everything from the UI to the AI-driven auto responses is "night and day" better. It isn't even a question and we wouldn't be happier with our decision.
No photo available

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.
No photo available

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.
No photo available

SolarWinds MSP Manager

  • For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
  • The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.
Les Klassen Hamm profile photo

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

Add comparison