ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Wrike
Score 8.3 out of 10
Mid-Size Companies (51-1,000 employees)
Wrike is a project management and collaboration software. This solution connects tasks, discussions, and emails to the user’s project plan. Wrike is optimized for agile workflows and aims to help resolve data silos, poor visibility into work status, and missed deadlines and project failures.
$240
per year 2 users (minimum)
Pricing
ManageEngine ServiceDesk Plus
Wrike
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Wrike Free
$0
per month per user
Wrike Team
$10
per month (billed annually) per user (2-15 users)
Wrike Business
$25
per month (billed annually) per user (5-200 users)
Wrike Enterprise
Request a quote
per month per user
Pinnacle
Request a quote
per month per user
Offerings
Pricing Offerings
ManageEngine ServiceDesk Plus
Wrike
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
Every premium plan begins with a 14-day trial period.
We chose Wrike over competitors as a team, as we felt the capabilities and interface best met our needs. Wrike allows us to customize requests and processes so that we are able to tailor to the needs of different departments and projects. The interface is clean, and they have a …
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.
Wrike is very well suited for such business cases where it requires project management, task management, team collaboration, time tracking, customisation in the views but when it comes to extensive workflow automation along with its interaction to other tools then it lacks behind sometimes as all the features are not possible internally through automation and we require additional tools like workato to connect wrike with other tools.
Overall Wrike's interface is very friendly. I will log into Wrike and not be overwhelmed by the tasks that lie ahead. I know where to go to find the tasks that are assigned to me and Wrike's workspace and folder structure allow me to help keep tasks organized.
Wrike is intuitive. When creating a task, populating a name, assignee, start and end dates, and a description just makes sense. Compared to other tools, Wrike is very easy to use.
Dashboard functionality - the ability to create custom dashboards to see what tasks are assigned to certain users.
I think it is easy for tasks to fall through the cracks. With custom dashboards, we are able to avoid this issue
Multiple instances.
We have many clients and being able to switch between instances by the click of a button makes it really easy. In the past, we were using a different project management tool than our clients and we were needing to transfer information from one place to another. This created inefficiencies.
Customization.
Within each project, you can create different views of the task. This allows us to really only display what is really needed to be seen by the team.
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
Non-technical users may require more governance, as they primarily need to focus on their tasks and collaborate effectively. Their Wrike landing page should be simplified.
The extensive flexibility and information can overwhelm new users, leading to potential issues with task and date modifications.
Learning the tools often involves creating unnecessary projects and tasks.
A staging environment alongside the production environment would be beneficial for learning and experimenting before going live.
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
I wish that Wrike had more drag and drop functionality that would be connected to assignee and also I wish that the finish date of a task would update to the date where you checked completed. It does not do that. Also finishing a task doesn't move the start date of the next task it "protects your time in that way", but our management team wants us to quickly see what we have down the pipeline rather than having to scroll down the list of upcoming tasks.
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.
As mentioned earlier, I have used other platforms like Workfront, Jira, and Slack for project and task management. However, I would definitely go for Wrike because it makes things easier for marketers, stakeholders, and users. I love it. You are doing amazing work. Continue building on that, and I am sure you will be one of the best project management tools on the market.
Over two years of (almost) daily usage without outages. Don't remember any errors. I give it 9 only because some Wrike plugins (for online document edit) are based on NPAPI architecture. These types of plugins are being phased out in new browsers, and NPAPI plugins are disabled by default in recent versions of Chrome so you have to do some browser adjustments when you switch browsers or move to another computer.
Wrike tasks loads fine, but I hate clicking files and wait for a bit of time since it is powerpoint or word, Wrike assumes I want to open those on Wrike. My suggestion is to link it to office 365 so we do not need Wrike based decoder for PPTX and DOCX
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.
During my learning phase with Wrike, I initially struggled with setting up automation rules and request forms. However, Wrike support was always my go-to, resolving issues within seconds or minutes. Their assistance made the learning process much easier. My best experience was receiving step-by-step screenshots to follow, with the support team on standby until I was completely satisfied.
I love the Wrike training options. Wrike Discover has tons of courses, learning plans, certifications, etc. This is an area where Wrike definitely shines! I wish these resources were more in your face for new people, because it seems like a lot of coworkers didn't know all of this training was available to them.
There are a lot of bells and whistles in Wrike, and not all of it is easy or intuitive to understand once it's plopped in your lap. It's easier when there are a few choice people who understand Wrike as a platform and articulate it in such a way where it makes it easy to pass it along to others in the group
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
Neither Jira nor Asana are user-friendly. There are too many layers without visualizing the broader relationship among tasks. I did not actively want to engage with either of these tools. However, I don't view project management as a burden with Wrike. It makes my job more manageable instead of further complicating it.
The sky is the limit for what can be done in Wrike. We started with 1 use case and within 5 months we migrated several key business practices over to Wrike because they were easier to manage. Use cases so far: process improvement, management review, corrective actions, maintenance requests, month-end financial closing, and document management. As we grow, it's easy to imagine putting even more into Wrike where it becomes a cornerstone for how we do business
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).
We have been able to use Wrike to prioritize tasks for departments. Some departments are overwhelmed with other tasks and being able to save the staff some time by prioritizing their tasks has been helpful.
Collaboration and communication have improved between the project teams.
Wrike made it easier to access past information to reference for future preparation or to help clarify.
