If you’ve been using ManageEngine ServiceDesk Plus, you’re probably familiar with how it helps streamline IT support and manage service requests. But here’s the thing – as businesses grow, their needs change, and sometimes, the solution that worked in the past just doesn’t cut it anymore. Whether it’s a matter of cost, features, or just wanting something that fits better with the way your team works, more and more companies are on the hunt for alternatives to ServiceDesk Plus.
In this post, we’re going to talk about why some businesses are making the switch, and what factors might push them to explore new service desk solutions. From scalability to ease of use, let’s break down what’s driving this change and how you can find the right fit for your IT support needs.
Overview of ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT service management (ITSM) solution designed to help organizations streamline and optimize their IT support operations. It provides a range of features for managing incidents, service requests, changes, and IT assets within a single platform.
With tools for incident and request management, it enables IT teams to track, prioritize, and resolve issues quickly, while also offering change management to ensure IT changes are handled with minimal risk. ServiceDesk Plus includes asset management capabilities, allowing teams to track hardware and software assets for better inventory control.
Automation features help reduce manual work by automatically assigning tickets, notifying users, and executing predefined workflows. The solution also offers a self-service portal, empowering users to submit tickets, check statuses, and access a knowledge base for faster issue resolution. With robust reporting tools, the platform provides insights into IT performance, while its integration and customization options allow it to fit seamlessly into an organization’s existing tools and processes.
Available as both an on-premises and cloud-based solution, ServiceDesk Plus follows ITIL best practices to ensure efficient, high-quality IT service management.
ManageEngine ServiceDesk Plus pricing
ManageEngine ServiceDesk Plus offers flexible pricing tailored to the size and needs of your organization. Whether you’re a small business seeking essential IT support or a large enterprise requiring advanced ITIL-compliant features, there’s a plan tailored to meet your specific needs.
Cloud deployment pricing
For organizations preferring a cloud-based solution, ServiceDesk Plus provides the following plans:
Standard Edition: Starting at $16 per technician per month, this plan includes core features like incident management, a self-service portal, and a knowledge base.
Professional Edition: Priced at $33 per technician per month, it adds asset management and change management capabilities to the Standard features.
Enterprise Edition: At $78 per technician per month, this plan offers comprehensive features, including project management, service catalog, and advanced reporting tools.
Note: Pricing is based on a monthly subscription model and may vary depending on the number of technicians and additional features selected.
Common reason why you might look for ManageEngine ServiceDesk Plus
It seems like users have mixed feelings about ManageEngine products. On one hand, some find the functionality works well, but there are definitely some areas for improvement.
For example, one user mentioned that the UI could be a lot more user-friendly; it’s just not as intuitive as it could be. Another person pointed out that the system feels a bit too complex, especially when it comes to organizing tickets. They said it’s unclear whether things should be categorized as Tasks, Requests, or something else, and linking requests with Change Requests is a real headache.
On top of that, the asset management system has way too many unnecessary fields, which just adds to the confusion.
“The UI of the application can be improved so it can become more user-friendly.”
“Too complex system, it’s unclear is the ticket should be created as a Task, as a Request or whatever. When you try to link a request with Change Request – it’s a nightmare to find a link location. After working with linked Jira tickets too much. Or, say, asset management – too many unnecessary fields.”
But it’s not all about the interface – a big concern for some users is customer support. One person shared that the product works fine, but when it comes time to get help, the call center in India just isn’t up to the task. So, while ManageEngine might have great tools, it looks like there’s room for improvement in both the usability and support areas.
“For any of manageengines products you really get what you pay for. It works great, until you need support, in which case the call center helpdesk from India will never be able to assist you”
Read more: ManageEngine ServiceDesk Plus Reviews 2025
Top 7 ManageEngine ServiceDesk Plus alternatives for 2025
- Desk365
- ServiceNow
- Zendesk
- Jira Service Management
- SysAid
- SolarWinds Service Desk
- Freshservice
Here’s a quick rundown of what sets each one apart.
1. Desk365
Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.
Key features
1. Desk365 AI Agent
ChatGPT said:
2. Change/Approval management
Desk365’s Change and Approval Management feature makes it easier for teams to handle approvals in a clear, organized way. Instead of chasing people through endless email threads or waiting for manual sign-offs, approvals can be automated based on structured workflows that match how your organization operates. Whether it’s a step-by-step process where each person approves in order, or a more flexible setup where anyone in a group can approve, the system adapts to different needs. This saves time, speeds up decisions, and helps avoid unnecessary delays.
3. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.
4. Unified Inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.
5. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).
6. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.
7. Round-robin ticket assignment
To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.
8. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.
9. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.
10. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.
11. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:
- Agent roles and permissions for different levels of access.
- Ticket forms with custom fields and workflows to align with your processes.
- Support portal appearance to match your branding.
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).
Pricing:
Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $20/agent/month
Free trial available.
2. ServiceNow
ServiceNow is an industry leader in IT service management, designed for large organizations with complex IT infrastructures. It is a comprehensive solution that goes beyond traditional ITSM capabilities to include IT operations management (ITOM), business process automation (BPA), and customer service management (CSM). ServiceNow is highly customizable, scalable, and integrates seamlessly into enterprise IT environments.
Read more about ServiceNow Alternatives for your business.
How it stands out:
ServiceNow is known for its vast array of features that cater to the needs of large enterprises. One of the key differentiators is its Configuration Management Database (CMDB), which helps organizations map out and manage their IT assets and infrastructure. Additionally, it leverages AI and machine learning for predictive analytics, allowing businesses to proactively manage issues before they arise.
Pros
Extremely scalable and robust for enterprise-level operations
Industry-leading CMDB for asset and infrastructure mapping
Advanced AI/ML capabilities for proactive issue management
Wide range of integration options for enterprise tools
Highly customizable for different business workflows
Cons
High cost, especially for enterprise-level deployments
Steep learning curve and complex implementation process
Requires expert resources for customization and administration
May be over-engineered for SMB needs
Pricing:
Pricing for ServiceNow is customized based on the size and needs of the organization. However, typical pricing ranges from:
Basic Plans: Around $100–$200 per user/month
Enterprise Plans: Can range from $500 per user/month and upwards, depending on the number of users, required modules, and deployment preferences (cloud or on-premise).
3. Zendesk
Zendesk is a popular customer service platform that also offers IT service management capabilities. It’s highly customizable and provides features like ticket management, automation, and multi-channel support, allowing businesses to handle both customer and internal IT support tickets on the same platform.
How it stands out:
Zendesk excels in its ability to consolidate customer service and ITSM into one platform, making it a strong option for businesses seeking an all-in-one solution. It enables efficient ticket handling, automation, and cross-functional collaboration between IT and support teams.
Pros
Easy-to-use interface with quick setup
Combines customer support and ITSM functions
Multi-channel support (email, chat, phone, social media)
Strong integration ecosystem
Good automation and reporting features in higher plans
Cons
Lacks deep ITSM features needed for large IT departments
Limited asset management capabilities
Reporting tools can be restrictive in lower tiers
Less ideal for advanced workflow automation without customization
Pricing:
Essential plan: $19 per agent/month
Team plan: $49 per agent/month
Professional plan: $99 per agent/month
Enterprise plan: $150 per agent/month
4. Jira Service Management
Jira Service Management (JSM), developed by Atlassian, is an ITSM solution designed for agile development teams. It is highly integrated with Jira Software, making it ideal for organizations already using Atlassian tools. JSM facilitates collaboration across IT, development, and support teams with shared workflows and incident management.
How it stands out:
JSM stands out through its integration with Jira Software and Confluence, enabling agile teams to work in sync with IT operations. It supports DevOps, agile workflows, and real-time collaboration for faster incident response and project delivery.
Pros
Deep integration with Atlassian tools (Jira Software, Confluence)
Customizable workflows and SLAs
Ideal for agile and DevOps teams
Affordable for small to mid-sized teams
Built-in knowledge base and automation tools
Cons
Can be complex for non-technical users
Requires configuration for full ITIL compliance
Some advanced features need additional plugins
Less suited for companies outside the Atlassian ecosystem
Pricing:
Free plan: For up to 3 agents
Standard plan: $20 per agent/month
Premium plan: $40 per agent/month
Enterprise plan: Custom pricing
5. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management platform that combines ITSM with IT operations management. It includes modules for incident management, asset tracking, service requests, and a knowledge base. It integrates seamlessly with SolarWinds’ network monitoring tools for unified IT management.
How it stands out:
SolarWinds Service Desk is ideal for organizations already using SolarWinds products. Its ability to unify service desk and network monitoring makes it especially efficient for IT teams. The tool is simple, efficient, and quick to deploy.
Pros
Seamless integration with SolarWinds network tools
Affordable and easy to implement
Effective ticketing and asset management
Strong self-service portal and automation features
Good fit for hybrid IT environments
Cons
Limited advanced ITSM features
Not as customizable as other tools
AI and machine learning features are basic
Works best within the SolarWinds ecosystem
Pricing:
Standard plan: $19 per agent/month
Professional plan: $39 per agent/month
Enterprise plan: $79 per agent/month
6. SysAid
SysAid is an affordable and customizable IT service management platform that caters to SMBs and mid-sized organizations. It offers a range of ITSM features, including incident and problem management, service catalog, asset management, and reporting. SysAid allows for extensive customization of workflows and service catalogs
How it stands out:
SysAid offers a high degree of customization without excessive complexity. Features like asset management and remote support make it great for SMBs looking for a practical, hands-on approach to IT management. It integrates with many common business tools, increasing operational efficiency.
Pros
Affordable for SMBs and mid-sized businesses
Extensive workflow and form customization
Built-in remote desktop and asset management
Offers both cloud and on-premise deployment
User-friendly and flexible UI
Cons
Interface feels outdated compared to modern platforms
Limited AI and automation capabilities
Reporting tools are not very advanced
Smaller third-party integration ecosystem
Pricing:
Standard plan: Starts at $1,190 per year for a single agent
Additional licenses and enterprise features are available with custom pricing
7. Freshservice
Freshservice is a cloud-based IT service management (ITSM) platform developed by Freshworks. It’s known for its ease of use and its ability to streamline IT support processes, making it a popular choice for businesses of all sizes. Freshservice offers a modern, user-friendly interface with powerful automation and reporting features.
How it stands out:
Freshservice stands out with its intuitive user interface, making it easy for teams to get started without a steep learning curve. It offers out-of-the-box ITIL-aligned features and an integrated service catalog, along with advanced automation, helping organizations optimize their service desk operations. The platform’s flexibility and integrations with popular tools also make it a versatile option for growing businesses.
Pros
User-friendly interface, minimal training required.
Highly customizable workflows, service catalogs, and reports.
Comprehensive ITIL-aligned features.
Affordable pricing for small to mid-sized businesses.
Strong reporting and analytics tools.
Excellent integrations with popular business tools.
Cons
No on-premise deployment option, cloud-based only.
Advanced features may require higher-tier pricing.
Limited customization for very large enterprises.
Learning curve for advanced automation features.
Pricing:
Free plan: For small teams (up to 1 agent)
Starter plan: $19 per agent/month
Growth plan: $49 per agent/month
Pro plan: $79 per agent/month
Enterprise plan: $99 per agent/month
Read more about Freshservice pricing: The Complete Guide
What is the best ManageEngine Service Desk Plus Alternative?
If you’re currently using ManageEngine ServiceDesk Plus and finding it too complex, expensive, or not quite aligned with your team’s needs, it may be time to consider a better alternative.
Desk365 is quickly emerging as the top choice for businesses seeking a simpler, faster, and more affordable IT service desk. It’s a modern, cloud-based helpdesk designed for speed, simplicity, and seamless Microsoft Teams integration. Desk365 is quick to set up, easy to use, and allows both agents and end users to handle tickets without leaving Microsoft Teams. This means you can create, manage, and respond to tickets directly within the app, reducing the hassle of switching between tools and bringing your helpdesk into your daily workflow.
While Desk365 doesn’t offer the heavy ITIL modules or asset management that ManageEngine ServiceDesk Plus does, it covers all the core helpdesk essentials—ticketing, automation, knowledge base, and SLA tracking. The team behind Desk365 is committed to continuous improvement, shipping new features rapidly based on real user feedback.
Another major advantage is Desk365’s transparent pricing. You get full access to essential features without needing to upgrade to costly tiers or worry about hidden fees. It’s quick to set up, easy to use, and supported by a team that truly cares about helping you succeed.
If you’re looking for a modern, no-fuss helpdesk solution that integrates naturally into your workflow, scales smarter, and fits your budget, Desk365 is the clear alternative to ManageEngine ServiceDesk Plus.
One customer shared that Desk365 is the best ticketing system they’ve ever used. They praised its intuitive interface, full customization options, and seamless integration with Microsoft 365. What stood out most to them was that new features are rolled out almost every week, showing a strong commitment to continuous improvement.
Read how customers put Desk365 to work—streamlining internal ops, supporting external users, and scaling smarter with a helpdesk that actually helps.
Frequently asked questions
If you’re looking for alternatives to ManageEngine, the best choice depends on your needs. For full ITSM/ITAM platforms, tools like SolarWinds Service Desk, Freshservice, ServiceNow, and Jira Service Management offer richer integrations, scalability, and automation. For endpoint management, options like Atera, N-able, and Ivanti are better suited. If your focus is on helpdesk and ticketing, Desk365 stands out as an affordable, AI-powered solution with deep Microsoft Teams integration, multi-channel ticketing, and fast setup—making it ideal for small to mid-sized businesses.
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