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Are you searching for a ManageEngine ServiceDesk Plus alternative? Look no further! We’ve curated a comprehensive list of alternatives that offer comparable functionality. Whether you’re in IT or another industry, these platforms provide robust help desk and customer support features that can be tailored to your specific needs. Our handpicked selection of ManageEngine competitors ensures scalability, efficient IT service request management, ticketing, self-service capabilities, and more for seamless business operations.”

While ManageEngine Service Desk Software is a popular IT service management (ITSM) solution, there may be several reasons why organizations consider exploring alternatives. Here are some common factors that may lead to the evaluation of ManageEngine Service Desk Software alternatives:

Related article: 15 best IT Asset Management Software in 2023: ITAM Tools and Solutions

Comparison chart of the top ManageEngine ServiceDesk Plus Alternatives

ProductPrice
1
JIRA Service
Management
  • Efficient Request Management¬†
  • Collaboration Hub¬†
  • Customer Self-Service
  • Customizable Workflows¬†
  • Automation Capabilities¬†
 Starts at $21 per agent/month.
2
Freshservice
  • Cloud-based ITSM software¬†
  • Incident, request, change, problem, and asset management¬†
  • Intuitive interface for issue management
  • Strong workflow automation capabilities¬†
  • Robust self-help knowledge base
Starting at $19.
3
ServiceNow
  • The comprehensive suite of tools and functionalities¬†
  • Cloud-based platform¬†
  • Scalability for businesses of all sizes
  • Centralized and automated IT-related tasks¬†
  • Streamlined workflows¬†
Please visit their Website for more pricing details.
4
Infraon ITSM
  • AI-led Dashboard¬†
  • Pink Elephant Certified¬†
  • Unified and Proactive Service
  • Self-Service Portal¬†
  • Efficient Workflow Automation¬†
 Please visit their Website for more pricing details
5
SolarWinds
  • Robust ITSM solution
  • Strong incident management capabilities¬†
  • User-friendly employee service portal¬†
  • Streamlined service request processing¬†
  • Integration of service level agreements (SLAs)
Starter plan begins at $39.
6
SysAid
  • Advanced ITSM and help desk software¬†
  • Incident, service request, problem, change, and asset management¬†
  • Intuitive interface¬†
  • Workflow automation¬†
  • Centralized issue logging and tracking¬†
 For pricing information, please visit their website.
7
Zendesk Support
Suit
  • Comprehensive support software solution¬†
  • Centralized support operations¬†
  • Enhanced response time¬†
  • Automation features for ticket routing and responses¬†
  • Self-service¬†
Monthly subscription costs $55 per agent.
8
BMC Helix ITSM
  • Robust IT service management solution¬†
  • Advanced automation capabilities¬†
  • A centralized platform for issue management¬†
  • Intelligent automation with AI and ML¬†
  • User-friendly self-service portal¬†
For pricing details, kindly visit their official website.
9
Ivanti Neurons
ITSM
  • Innovative ITSM solution¬†
  • AI and automation-powered¬†
  • Simplifies process¬†
  • Automates incident, request, and change management¬†
  • Enhances end-user experience with the use of chatbots and virtual assistants.
For prices, please visit the official website.
10
HaloITSM
  • Comprehensive ITSM solution¬†
  • Efficient incident, problem, and service request management¬†
  • User-friendly interface¬†
  • Task tracking and collaboration¬†
  • Robust reporting and analytics¬†
Prices start at $49.
11
TOPdesk
  • Versatile software suite for IT support and facilities management
  • Efficient management and automation of IT service operations¬†
  • Incident management¬†
  • Change management¬†
  • Problem management¬†
Please visit their Website for more Info on prices.
12
TeamDynamix
  • Comprehensive IT service management solution¬†
  • Robust features and user-friendly interface¬†
  • Incident management¬†
  • Problem management¬†
  • Change management¬†
For pricing information, please visit their website.
13
InvGate Service
Desk
  • Enhanced service delivery¬†
  • User-friendly interface¬†
  • Self-service capabilities¬†
  • Advanced Reporting¬†
  • Automation features¬†
  • Customizable reports and dashboards¬†
  • Valuable insights into IT service metrics¬†
Visit their website for pricing details.
14
Spiceworks
  • Simplified ticket management¬†
  • Streamlined communication¬†
  • Enhanced collaboration within IT teams¬†
  • Ticketing system for tracking and resolving support requests¬†
  • Ticket creation, assignment, and updates¬†
  • Automated email notifications¬†
  • Knowledge base integration¬†
Visit their¬†website¬†for pricing details.‚ÄĮ
15
Microsoft System
Center
  • Comprehensive IT management suite¬†
  • Centralized platform for IT operations¬†
  • Modules for various aspects of management¬†
  • Self-service portals for user requests¬†
  • Automation for efficiency¬†
  • Integration with Microsoft technologies¬†
  • Unified management across hybrid environments¬†
Pricing starts from $1,323
16
Micro Focus
Service Manager
  • Powerful IT service management solution¬†
  • Incident, problem, change, and service request management¬†
  • Centralized platform for issue tracking¬†
  • Customizable and user-friendly.‚Äô¬†
  • Automation for efficiency¬†
Explore the free trial option on the official website.
17
Atera
  • Billing¬†
  • Reporting¬†
  • User-friendly interface¬†
  • Real-time dashboard for network visibility¬†
  • Secure remote troubleshooting¬†
  • Robust ticketing and help desk system¬†
  • Seamless integration of modules¬†
  • Built-in billing and reporting capabilities¬†
Prices start at $169 per monthly technician.
18
LiveAgent
  • Versatile customer support software¬†
  • Powerful ticketing system¬†
  • Seamless customer inquiry management¬†
  • Intuitive interface¬†
  • Multichannel support: email, live chat, phone, social media, self-service¬†
  • Real-time chat functionality for instant support¬†
  • Automation capabilities: pre-defined responses, chat routing, distribution¬†
Monthly pricing starts at $16.
19
Agiloft Service
Desk Suite
  • Adaptable contract and workflow management software¬†
  • Enhanced efficiency and automation¬†
  • User-friendly interface¬†
  • Flexible customization¬†
  • Tailored solutions for diverse industries¬†
For Pricing information, please visit their website.
20
HelpSpot
  • Reliable and intuitive help desk software¬†
  • User-friendly interface¬†
  • Comprehensive features for customer support¬†
  • Centralized ticketing system¬†
  • Tracking, prioritizing, and resolving‚ÄĮ¬†
Pricing begins at $19 monthly for three agents.

Feature Requirements

Every organization has unique needs and requirements for its ITSM solution. If ManageEngine Service Desk Software lacks certain features or functionalities crucial to your business processes, exploring alternatives can help you find a solution that better aligns with your specific requirements.

Scalability

As organizations grow, their IT service management needs may evolve. If you anticipate significant growth or have specific scalability requirements, you may want to assess alternative solutions that can accommodate your future needs more effectively.

User experience and interface

The user interface and overall user experience of an ITSM tool can significantly impact user productivity and satisfaction. If your organization finds the user interface of ManageEngine Service Desk Software challenging or not intuitive for your users, seeking alternatives with a more user-friendly interface may be beneficial.

ManageEngine Service Desk Software

Integration capabilities

Seamless integration with other IT systems and applications is crucial for efficient IT service management. If you have specific integration requirements, such as with monitoring tools, asset management systems, or automation platforms, evaluating alternatives can help you find a solution that offers better integration capabilities.

Cost considerations

ManageEngine ServiceDesk Plus, like any software solution, comes with a cost. If you find the pricing model or overall cost structure of Service Desk Software unfavorable or if you are looking for more cost-effective options, exploring alternatives can help you identify solutions that better fit your budget.

Support and vendor relationship

The level of support provided by the vendor and the overall vendor relationship are important factors to consider. If you have had issues with support responsiveness or if you are looking for a vendor with a stronger track record in customer support, considering alternatives may be warranted.

Industry-specific requirements

Some organizations have industry-specific compliance or regulatory requirements that need to be met by their ITSM solution. If your industry has specific needs, such as healthcare, finance, or government, evaluating alternatives that offer industry-specific features or compliance capabilities may be necessary.

It’s important to thoroughly evaluate and compare alternatives to determine which ITSM solution best meets your organization’s unique needs and goals. This evaluation process can help ensure that you select the right solution that aligns with your requirements, offers a positive user experience, and provides value for your investment.

ManageEngine Service Desk Software

While the choice to switch to an alternative to ManageEngine Service Desk Software ultimately depends on your unique business needs, it is crucial to carefully evaluate different options before making a decision.

Selecting an ITSM solution that can streamline your customer support operations and enhance overall business performance is vital. To simplify the process for you, we have taken on the task of conducting extensive research and analysis.

As a result, we have curated a list of the top 20 alternatives to ManageEngine Service Desk Software. These alternatives have been identified as outstanding IT support solutions for your team.

An overview of the 20 best ManageEngine ServiceDesk Plus Alternatives

Let’s dive in!

Jira Service Management

Pricing:‚ÄĮ A free trial is available. Plans start at $21 per agent/month.

JIRA Service Management, ManageEngine Service Desk Software Alternative

JIRA Service Management is a robust IT service management (ITSM) solution that helps organizations effectively handle their IT service desk operations. Built on the popular Jira platform, it offers a comprehensive set of features designed to streamline IT support and improve customer satisfaction. With Jira Service Management, teams can efficiently manage service requests, incidents, and change processes, ensuring timely resolution and minimizing downtime.

The software provides a centralized hub for collaboration, allowing teams to communicate, track progress, and prioritize tasks. It also offers self-service options for customers, empowering them to find solutions and track their requests. With its customizable workflows, automation capabilities, and powerful reporting, Jira Service Management enables organizations to optimize their IT service delivery and drive operational efficiency.

Best features of JIRA

  • Efficient Request Management 
  • Collaboration Hub 
  • Customer Self-Service
  • Customizable Workflows 
  • Automation Capabilities 

Pros

  • Effortlessly create and manage tickets
  • Promotes seamless collaboration among team members
  • Provides detailed and valuable bug reporting, making it simple to report and track issues

Cons

  • Some advanced features may have a steep learning curve for users.
  • There are limited options available for managing recurring incidents.
  • Self-service functionality is restricted solely to a knowledge base, without additional options.

Related article: 25 Best Jira Service Management Alternatives in 2023

Freshservice 

Prices: A free trial is available. Freshservice has four pricing editions, starting at $19 and going up to $119.

Freshservice ITSM, ManageEngine Service Desk Software Alternative

FreshService is a cloud-based IT service management (ITSM) software that aims to streamline and optimize IT service delivery processes. With a focus on simplicity and usability, FreshService provides organizations with an intuitive platform for managing incidents, service requests, changes, problems, and assets. Its user-friendly interface and easy navigation empower IT teams to promptly log, track, and resolve issues, ensuring efficient service delivery with minimal disruption.

One of FreshService’s notable strengths lies in its emphasis on automation and efficiency. The software offers robust workflow automation capabilities, enabling organizations to automate repetitive tasks, escalate incidents, and automatically route requests to the appropriate teams. This automation not only saves time but also reduces the risk of errors, ensuring consistent service delivery. Additionally, FreshService provides a powerful knowledge base that serves as a repository for information, allowing end-users to access self-help resources and reducing their dependence on IT support.

Best features of FreshService

  • Cloud-based ITSM software 
  • Incident, request, change, problem, and asset management 
  • Intuitive interface for issue management
  • Strong workflow automation capabilities 
  • Robust self-help knowledge base

Pros

  • The modern and visually appealing user interface (UI) enhances the user experience.
  • FreshService provides a unified platform for creating, managing, and notifying others about tickets, promoting collaboration and efficiency.
  • It seamlessly integrates with various other services, allowing for smoother workflows and improved productivity.
  • The intuitive dashboard offers valuable insights and information, facilitating informed decision-making.
  • Robust ticket automation and workflow automation capabilities streamline processes and improve productivity.

Cons

  • The initial setup/configuration process can be somewhat complex, requiring careful attention to ensure optimal system configuration.
  • The knowledge base functionality has room for improvement in terms of features and usability.
  • The reporting capabilities of FreshService are subpar, limiting the depth of data analysis and reporting.
  • While FreshService integrates with various applications, it may lack sufficient integrations with some specific applications that organizations may require.¬†

Related article: Freshservice Alternatives & Competitors in 2023

ServiceNow IT Service Management

Prices: Scalable ITSM packages for different growth stages with flexible pricing. Visit their Website for more pricing details.

ServiceNow SAM, ManageEngine Service Desk Software Alternative

ServiceNow IT Service Management (ITSM) is a powerful cloud-based platform that provides organizations with a comprehensive suite of tools and functionalities to effectively manage their IT services and support processes. Additionally, ServiceNow ITSM is highly scalable, accommodating businesses of all sizes, from small startups to large enterprises. As organizations grow and their IT needs evolve, ServiceNow ITSM can scale accordingly, ensuring that it continues to meet the demands of a changing IT landscape.

With ServiceNow ITSM, businesses can centralize and automate various IT-related tasks, including service requests, incident management, problem resolution, change management, and more. This allows for streamlined workflows, improved collaboration among IT teams, and faster resolution of issues, ultimately enhancing overall productivity and customer satisfaction.

Best features of ServiceNow

  • The comprehensive suite of tools and functionalities 
  • Cloud-based platform 
  • Scalability for businesses of all sizes
  • Centralized and automated IT-related tasks 
  • Streamlined workflows 

Pros

  • Flexible and customizable to meet specific requirements.
  • Automation capabilities to boost efficiency and productivity.
  • Integration with other IT systems and third-party applications.
  • Scalable to accommodate organizations of all sizes.

Cons

  • Complexity and a steep learning curve.
  • Higher licensing and implementation costs.
  • Possible challenges with extensive customization and future upgrades.

Related Blog: Top 5 ServiceNow Alternatives And Competitors

Infraon ITSM

Infraon ITSM, ManageEngine Service Desk Software Alternative

Infraon ITSM is a comprehensive platform designed to streamline your IT service management journey through efficient workflow automation. This integrated solution caters to the needs of small and medium-sized enterprises (SMEs), large corporations, and telecom companies, offering unified and proactive service capabilities. With its user-friendly interface and automation features, Infraon ITSM empowers IT teams to deliver exceptional service experiences, boost productivity, and maximize the value of their IT services. The platform also includes a self-service portal, enabling end-users to submit service requests, access knowledge articles, and track the progress of their tickets. This self-service functionality promotes self-sufficiency among users and reduces the burden on IT support teams.

Infraon ITSM is distinguished by its AI-led, user-friendly dashboard, which facilitates seamless collaboration and empowers DevOps, IT, and business teams to respond to incidents and address issues around the clock. Notably, Infraon ITSM has received certification from Pink Elephant for compatibility with 13 ITIL processes, making it one of the few ITSM tools on the market to achieve this distinction. The software serves as a centralized platform for IT teams to efficiently log, track, and resolve IT issues, ensuring timely resolution and minimizing service disruptions.

Best features of Infraon

  • AI-led Dashboard 
  • Pink Elephant Certified 
  • Unified and Proactive Service
  • Self-Service Portal 
  • Efficient Workflow Automation 

Pros

  • Utilizes AI capabilities to enable auto allocation and ticket categorization, improving efficiency in IT service management.
  • Enables single-click resolution for over 80% of tickets, leading to faster issue resolution and proactive management of the IT service ecosystem.
  • Serves as a low-code and collaborative platform, simplifying processes and accelerating the IT service management lifecycle.
  • Offers a user-friendly single-screen navigation for tickets, enhancing accessibility and ease of use.
Infraon ITSM Banner Square, ManageEngine Service Desk Software Alternative
  • Includes a self-service portal with a comprehensive knowledge base, empowering users to find solutions independently and reducing the burden on IT support teams.
  • Provides an advanced IT asset management (ITAM) system that effectively manages assets through agent/agent-less discovery, ensuring better control over the asset lifecycle, including software asset management and software license management.
  • Enables end-to-end service level agreement (SLA) management, catering to the needs of both small and medium-sized businesses (SMBs) and large enterprises.
  • Ensures compliance with GDPR regulations, safeguarding data privacy and security.
  • Holds SOC2 Type2 certification, attesting to its adherence to industry standards and best practices in security and availability.

Cons

  • Limited deployment options as it does not offer an on-premises version, limiting flexibility for organizations that prefer to have direct control over their ITSM software.
  • The absence of a project management module within the software may be a drawback for organizations that require integrated project management functionality alongside IT service management.
  • The software may not be suitable for enterprises with complex workflows that require highly customized and intricate process management capabilities.

Prices: For detailed pricing information, visit their official website.

SolarWinds Service Desk

Prices: The Starter plan begins at $39 and goes up to $99 for the Premier plan per technician/month.

SolarWinds, ManageEngine Service Desk Software Alternative

SolarWinds Service Desk Software is a robust IT service management (ITSM) solution, comparable to the Jira Service Desk Software that provides an extensive set of features to meet your organization’s needs. It excels in incident management, allowing you to effectively manage and prioritize incoming incidents from a centralized platform.

One of the standout features of SolarWinds Service Desk Software is its user-friendly employee service portal, which enables the swift processing of service requests. With a streamlined interface, employees can easily submit their requests and track the progress of their ongoing tickets. Furthermore, the integration of service level agreements (SLAs) ensures transparency and accountability by providing clear guidelines and expectations.

Best Features of SolarWinds:

  • Robust ITSM solution
  • Strong incident management capabilities 
  • User-friendly employee service portal 
  • Streamlined service request processing 
  • Integration of service level agreements (SLAs)

Pros

  • Intuitive and user-friendly interface, making it easy to use and configure.
  • Flexible customization options for creating self-service forms, allow organizations to tailor the Service Desk Software to their specific needs.
  • Convenient access to problem resolution through the Service Desk Software mobile app, enabling users to address issues from anywhere at any time.
  • The platform enables proactive monitoring of IT systems and assets.
  • It’s scalable, catering to organizations of all sizes.
  • SolarWinds Service Desk Software offers advanced reporting and analytics tools.
  • It seamlessly integrates with various third-party applications.
  • The solution supports efficient change management processes.
  • It includes features for compliance management with industry standards.

Cons

  • Limited reporting capabilities, which may hinder in-depth analysis and insights into IT service management processes.
  • The interface of the software can be complicated and outdated, potentially impacting user experience and efficiency.
  • Integration with email systems may need improvement to ensure smooth communication and collaboration between the software and email platforms.
  • The software has a steep learning curve, requiring users to invest time and effort in understanding its complexities.
  • The basic plan offered may lack key features, potentially requiring users to upgrade to higher-priced plans to access necessary functionalities.
  • Limited integration capabilities with other applications, which may restrict interoperability and data sharing between the ITSM software and other business systems.

Related Blog: Solar Winds Best Alternative ‚Äď Network Performance Monitoring

SysAid

Prices: SysAid offers free pricing and personalized quotes. For more information, visit their website.

SysAid ITSM, ManageEngine Service Desk Software Alternative

SysAid is an advanced IT service management (ITSM) and help desk software solution that empowers organizations to effectively manage their IT services and support processes. With its intuitive interface and robust feature set, SysAid enables IT teams to efficiently handle incidents, service requests, problems, changes, and asset management. By providing a centralized platform for issue logging and tracking, workflow automation, and timely resolution, SysAid minimizes service disruptions and ensures smooth operations.

One of the standout advantages of SysAid is its exceptional flexibility and customization options. Organizations can easily tailor the system to align with their unique workflows and requirements, seamlessly integrating it into their existing processes. Leveraging SysAid’s drag-and-drop interface, users can effortlessly customize forms, fields, and workflows, optimizing their IT service management processes. Additionally, the software boasts robust reporting and analytics capabilities, empowering organizations to gain valuable insights into service performance, track key metrics, and make data-driven decisions to continually enhance their IT operations.

Best Features of SysAid:

  • Advanced ITSM and help desk software 
  • Incident, service request, problem, change, and asset management 
  • Intuitive interface 
  • Workflow automation 
  • Centralized issue logging and tracking 

Pros

  • Effortless integration with existing business processes
  • Smooth implementation with proper prerequisites
  • A comprehensive range of workflow templates for incidents, requests, changes, and problem classifications, facilitating efficient IT service management

Cons

  • No available on-premises mobile application version
  • Some users find the workflow and asset management functionalities less intuitive
  • Room for improvement in adapting to new types of assets and services

Related blog: SysAid Pricing Plan and Cost Guide

Zendesk Support Suite

Prices: Monthly subscription costs $55 per agent and can extend to $169.

Zendesk Support Suite, ManageEngine Service Desk Software Alternative

Zendesk Support Suite is a robust and comprehensive software solution specifically designed to help businesses effectively manage and resolve customer inquiries and issues. It offers a wide array of tools and features that streamline support processes and ensure exceptional customer experiences. With Zendesk Support Suite, organizations can centralize their support operations, consolidate customer interactions from various channels, and deliver timely and personalized support.

One notable strength of Zendesk Support Suite lies in its omnichannel support capabilities. This means businesses can seamlessly manage customer interactions from multiple channels, such as email, chat, phone, social media, and self-service portals, all within a unified platform. This unified view empowers support agents to have a holistic understanding of customer interactions, resulting in consistent and seamless support across channels. The software also includes automation features like ticket routing, automated responses, and self-service options, which streamline support workflows, reduce manual effort, and enhance response times.

Best Features of Zendesk:

  • Comprehensive support software solution 
  • Centralized support operations 
  • Enhanced response time 
  • Automation features for ticket routing and responses 
  • Self-service 

Pros

  • The software offers an IVR call routing feature for efficient call management, ensuring customers are directed to the right support agent.
  • Zendesk Support Suite seamlessly integrates with a wide range of applications, including popular ones like JIRA and monday.com, providing extensive compatibility and interoperability.
  • The interface of the software is designed to be intuitive and user-friendly, facilitating easy navigation and accessibility for support agents.
  • Zendesk provides a special offer of six months of free service for eligible early-stage startups, supporting their growth and success.

Cons

  • The cost per agent in Zendesk Support Suite is comparatively higher than its top competitor, Freshdesk.
  • Some users have reported difficulties in receiving adequate assistance from Zendesk’s customer support team.
  • Several users have encountered issues with call quality when utilizing the software’s phone support functionality.
  • Zendesk does not provide international phone numbers for customer support, which may pose a challenge for businesses with an international customer base.

Related blog: 5 Best Zendesk Competitors and Alternatives [2023]

BMC Helix ITSM

Prices: For pricing details, kindly visit their official website.

BMC Helix ITSM, ManageEngine Service Desk Software Alternative

BMC Helix ITSM is a robust IT service management (ITSM) solution that empowers organizations with a comprehensive set of tools and capabilities to streamline their IT service delivery and support processes. With its advanced features and automation capabilities, BMC Helix ITSM enables organizations to efficiently manage incidents, service requests, changes, problems, and assets. By providing a centralized platform for issue logging, tracking, and resolution, BMC Helix ITSM ensures prompt and effective service resolution, minimizing disruptions.

One of the standout aspects of BMC Helix ITSM is its intelligent automation capabilities. Leveraging artificial intelligence (AI) and machine learning (ML) technologies, the software automates repetitive tasks, intelligently routes requests to the appropriate teams, and even predicts and prevents future incidents. This automation reduces manual effort, enhances operational efficiency, and enables faster and more consistent IT service delivery. Additionally, BMC Helix ITSM offers a self-service portal that empowers end-users to log their own incidents, access knowledge articles, and track the progress of their requests, reducing the dependency on IT support and enhancing user satisfaction.

Best Features of BMC Helix:

  • Robust IT service management solution 
  • Advanced automation capabilities 
  • A centralized platform for issue management 
  • Intelligent automation with AI and ML 
  • User-friendly self-service portal 

Pros

  • Full support for Change Management processes
  • Effective facilitation of Incident Management
  • Embedded Request Management capabilities
  • Remarkably short implementation timeframe for swift deployment
  • Aids in standardization by replacing multiple legacy tools
  • Easy definition of workflows to track the request and incident management process

Cons

  • The moderate learning curve for new users, may not be as intuitive initially
  • Requires time and practice to become proficient with the tool
  • Navigation through numerous groups using a small arrow can be cumbersome and time-consuming
  • Creating change requests can be challenging and may require extensive practice to master

Related blog: BMC Helix ITSM (Remedy) Pricing 2023

Ivanti Neurons ITSM

Prices: Ivanti provides four flexible IT service management options that meet your needs and scale with growth. For more, visit the official website.

Ivanti Neurons ITSM, ManageEngine Service Desk Software Alternative

Ivanti Neurons for ITSM is an innovative software solution that revolutionizes and optimizes IT service management (ITSM) processes within organizations. Leveraging the power of artificial intelligence (AI) and automation, Ivanti Neurons for ITSM empowers IT teams to deliver exceptional service and support to end-users while simplifying operational complexities. With its advanced capabilities, it enables organizations to achieve heightened efficiency, agility, and customer satisfaction.

By automating critical processes like incident resolution, request fulfillment, and change management, the software significantly reduces manual effort and expedites service delivery. Additionally, it utilizes natural language understanding to facilitate conversational self-service, allowing users to interact with the system through chatbots or virtual assistants. This enables faster issue resolution and enhances the end-user experience by providing instant responses and self-help options.

Best Features of Ivanti Neurons:

  • Innovative ITSM solution 
  • AI and automation-powered 
  • Simplifies process 
  • Automates incident, request, and change management 
  • Enhances end-user experience with the use of chatbots and virtual assistants. 

Pros

  • A unified platform that seamlessly integrates IT service management (ITSM) processes and IT operations management (ITOM) capabilities.
  • Comprehensive asset management functionality for efficient tracking and management of IT assets.
  • Knowledge management features that facilitate self-service and empower users to find solutions independently.
  • Strong integration capabilities with various external systems and tools, enabling smooth data exchange and collaboration.

Cons

  • The steep learning curve for administrators and users is due to the platform’s complexity.
  • Some users may find the initial setup and configuration process time-consuming and challenging.
  • Customization options may be relatively limited compared to other ITSM solutions.
  • Support and documentation may not always adequately address specific use cases or issues.
  • The pricing structure may be higher compared to certain competing ITSM solutions.

Related blog: Ivanti Neurons for ITSM Pricing 2023

Halo ITSM

Prices: HaloITSM has one pricing edition that costs $49. A free trial of HaloITSM is also available.

HaloITSM, ManageEngine Service Desk Software Alternative

HaloITSM is a comprehensive and robust IT service management (ITSM) solution meticulously designed to streamline and enhance the efficiency of IT operations. It encompasses a broad spectrum of features and capabilities that empower organizations to effectively manage and resolve IT incidents, problems, and service requests. With its user-friendly and intuitive interface, HaloITSM facilitates seamless navigation, enabling IT teams to track tasks, collaborate effortlessly, and deliver exceptional services to their customers.

The platform enables IT teams to capture incident details, classify them based on severity and impact, assign them to the appropriate personnel, and track their progress until resolution. It also fosters effective communication and collaboration among team members, ensuring everyone remains informed about the incident’s status and any updates. HaloITSM’s robust reporting and analytics capabilities enable organizations to analyze incident trends, identify areas for improvement, and make data-driven decisions to optimize their IT operations.

Best Features of HaloITSM:

  • Comprehensive ITSM solution 
  • Efficient incident, problem, and service request management 
  • User-friendly interface 
  • Task tracking and collaboration 
  • Robust reporting and analytics 

Pros

  • Intuitive and user-friendly interface that facilitates ease of navigation and usage.
  • Comprehensive ticket management system for efficient tracking and resolution of IT issues.
  • Robust asset management capabilities to effectively manage and track IT assets.
  • Automation features that streamline processes and improve operational efficiency.
  • Integration with external tools and applications, providing seamless connectivity and enhancing collaboration.
  • Customizable workflows that can be tailored to align with specific business needs.

Cons

  • Limited customization options compared to certain other ITSM solutions.
  • The steep learning curve for users unfamiliar with ITSM tools.
  • Some advanced features may require additional configuration or customization.
  • Integration with certain third-party tools may be limited or require extra effort.
  • Certain features or functionalities may not be as robust as other ITSM solutions available in the market.
  • The availability of specific features or modules may depend on the chosen pricing plan.

Related blog: HaloITSM Pricing Plan and Cost Guide

TOPdesk

Prices: Topdesk offers three pricing ranges: Essential, Engaged, and Excellent, including a free trial option. Please visit their Website for more Info.

TOPDesk ITSM, ManageEngine Service Desk Software Alternative

TOPdesk is a versatile software suite that empowers organizations to streamline their IT support, facilities management, and other service-related processes. With its extensive range of functionalities, Topdesk facilitates efficient management and automation of IT service operations, including incident management, change management, problem management, asset management, and self-service portals.

TOPdesk offers a comprehensive solution for organizations to effectively handle their IT service management (ITSM) and computer-aided facility management (CAFM) processes. Its modules and tools enable the management of employees, users, assets, and facilities. The ITSM tools automate various tasks, such as reporting incident resolution times, managing complaints and requests, scheduling employee workload, and more. Meanwhile, the CAFM modules empower users to handle facilities-related tasks like tracking company assets, processing work orders, planning maintenance, registering properties, monitoring visitors, and managing reservations.

Best Features of TOPdesk:

  • Versatile software suite for IT support and facilities management
  • Efficient management and automation of IT service operations 
  • Incident management 
  • Change management 
  • Problem management 

Pros

  • Topdesk’s web interface is highly responsive and user-friendly, ensuring a seamless user experience.
  • Exceptional customer support is provided, ensuring prompt assistance and guidance.
  • The software offers the ability to generate reports based on Key Performance Indicators (KPIs), enabling organizations to gain valuable insights into their service performance.

Cons

  • TOPdesk may have limitations in accommodating complex workflows, which may impact its flexibility in handling intricate processes.
  • Design options for knowledge items and the self-service portal are relatively limited, potentially affecting customization options for these elements.
  • As a Software-as-a-Service (SaaS) platform, TOPdesk cannot be hosted on a private server, which may be a consideration for organizations with specific hosting requirements.

TeamDynamix

Prices: For pricing information, please visit their website

TeamDynamix, ManageEngine Service Desk Software Alternative

TeamDynamix is a comprehensive and empowering IT service management (ITSM) solution designed to effectively manage and streamline IT services and support operations within organizations. With its robust features and user-friendly interface, TeamDynamix ITSM optimizes IT processes, improves efficiency, and enhances the overall user experience. The software offers a wide range of functionalities, including incident management, problem management, change management, asset management, and service catalog management.

With its integrated collaboration tools, organizations can effortlessly assign and track tasks, share knowledge, and collaborate on resolving issues. Additionally, TeamDynamix ITSM provides seamless integration capabilities, enabling organizations to connect with other systems and applications, such as monitoring tools and project management platforms, to streamline workflows and boost productivity.

Best Features of TeamDynamix:

  • Comprehensive IT service management solution 
  • Robust features and user-friendly interface 
  • Incident management 
  • Problem management 
  • Change management 

Pros

  • TeamDynamix facilitates easy tracking and reporting of tickets and projects, simplifying oversight and ensuring transparency.
  • The software includes multiple layers of built-in automation, enhancing efficiency and reducing manual effort.
  • It offers a user-friendly experience and a thorough implementation process, ensuring a smooth transition.

Cons

  • The search features in TeamDynamix may not provide the most optimal results, potentially affecting the speed and accuracy of searching for specific information.
  • Currently, the dashboards do not display data in real time, which may limit immediate visibility into critical metrics and performance indicators.
  • The product may require extensive customization to meet specific organizational requirements, potentially requiring additional time and effort during implementation.

InvGate Service Desk

Prices: Invgate offers Starter, Pro, and Enterprise pricing options. Visit their website for details.

InvGate Service Desk, ManageEngine Service Desk Software Alternative

InvGate Service Desk Software is an exceptional and user-friendly ITSM solution designed to streamline IT service operations, enhance service delivery, and improve overall efficiency within organizations. With its intuitive interface, self-service capabilities, advanced reporting, and automation features, InvGate Service Desk Software empowers IT teams to provide outstanding service experiences, boost productivity, and maximize the value of their IT services.

The software offers customizable reports and dashboards, enabling organizations to gain valuable insights into key IT service metrics, performance trends, and areas for improvement. These analytics facilitate data-driven decision-making, help identify bottlenecks, and optimize service delivery.

Best Features of InvGate:

  • Enhanced service delivery 
  • User-friendly interface 
  • Self-service capabilities 
  • Advanced Reporting 
  • Automation features 
  • Customizable reports and dashboards 
  • Valuable insights into IT service metrics 

Pros

  • InvGate Service Desk Software boasts a user-friendly interface with a clean and intuitive design, ensuring a seamless user experience.
  • The software provides a comprehensive ticket management system for efficient tracking and resolution of issues, facilitating timely and effective problem-solving.
  • Its robust self-service portal empowers users to find solutions to common problems independently, reducing the reliance on IT support and enhancing user satisfaction.
  • Customizable workflows and automation capabilities streamline processes and improve efficiency, enabling IT teams to work more effectively.
  • The software integrates seamlessly with external tools and applications, providing smooth connectivity and enhancing collaboration.

Cons

  • Navigating the back-end database can be challenging and lacks clarity, making it difficult to access data efficiently.
  • There is room for improvement in the reporting functions, with potential enhancements needed to provide more comprehensive and customizable reporting options.
  • Building out workflows, including basic onboarding workflows, can be challenging due to the subpar functionality of the workflow features. Improvement in this area would enhance the overall usability of the software.

Spiceworks Help Desk

Prices: Visit their website for pricing details.‚ÄĮ

Spiceworks Help Desk, ManageEngine Service Desk Software Alternative

Spiceworks Help Desk is a popular and feature-rich IT help desk solution that offers organizations a range of tools and capabilities to effectively manage their IT support operations. With its user-friendly interface and comprehensive feature set, Spiceworks Help Desk simplifies ticket management, streamlines communication, and enhances collaboration within IT teams.

One of the standout features of Spiceworks Help Desk is its ticketing system, which allows IT teams to easily track, prioritize, and resolve support requests. The software enables users to create, assign, and update tickets, ensuring clear visibility into the status and progress of each request. Additionally, Spiceworks Help Desk offers features like ticket assignment, automated email notifications, and knowledge base integration, which help streamline the support process and improve response times.

Best Features of Spiceworks:

  • Simplified ticket management 
  • Streamlined communication 
  • Enhanced collaboration within IT teams 
  • Ticketing system for tracking and resolving support requests 
  • Ticket creation, assignment, and updates 
  • Automated email notifications 
  • Knowledge base integration 

Pros

  • Spiceworks Help Desk is available as a free software solution, making it a cost-effective option for organizations with limited budgets or small IT teams.
  • The software features a user-friendly interface that is easy to navigate, allowing IT technicians to quickly adapt to the system and start managing tickets efficiently.
  • The integration of a knowledge base allows IT technicians to access relevant documentation and troubleshooting guides while resolving tickets.
  • Spiceworks has an active community of IT professionals who share knowledge, tips, and best practices.

Cons

  • Spiceworks Help Desk may not be suitable for larger organizations or those with complex IT support needs.
  • While the software offers basic customization options, it may lack the extensive customization capabilities required by organizations with unique workflows or specific requirements.
  • While there is a community support forum available, dedicated technical support options may be limited for free users of Spiceworks Help Desk.
  • Offline access or mobile app functionality may be limited, which could be a constraint for IT technicians who need to manage tickets while on the go.

Microsoft System Center

Prices: Pricing varies from $1,323 to $3,607.

Microsoft System Center, ManageEngine Service Desk Software Alternative

Microsoft System Center is a comprehensive suite of management tools designed to simplify and streamline IT operations within organizations. With its array of modules and functionalities, System Center provides a centralized platform for managing and monitoring IT infrastructure, applications, and services across on-premises, cloud, and hybrid environments. The suite includes components such as Configuration Manager, Operations Manager, Virtual Machine Manager, Data Protection Manager, and Service Manager, among others, each offering specialized capabilities to address specific aspects of IT management.

The suite allows for the creation of self-service portals where users can request services, access knowledge base articles, and manage their own resources. By automating processes such as software deployment, patch management, and resource provisioning, System Center reduces manual effort and improves overall efficiency. Furthermore, the suite integrates with other Microsoft technologies, such as Azure, providing organizations with a seamless and unified management experience across their hybrid IT environments.

Best Features of Microsoft System Center:

  • Comprehensive IT management suite 
  • Centralized platform for IT operations 
  • Modules for various aspects of management 
  • Self-service portals for user requests 
  • Automation for efficiency 
  • Integration with Microsoft technologies 
  • Unified management across hybrid environments 

Pros

  • A comprehensive suite of management tools for IT operations.
  • Integration with other Microsoft technologies for a unified experience.
  • Automation and self-service capabilities to streamline tasks.
  • End-to-end visibility and control over IT resources.

Cons

  • Complex setup and configuration process.
  • Requires specialized knowledge and training to effectively utilize the suite.
  • Some components may have a steep learning curve for new users.
  • Licensing costs can be expensive for organizations with large-scale deployments.

Micro Focus Service Manager

Prices: Explore the free trial option on the official website.

Micro Focus Service Manager, ManageEngine Service Desk Software Alternative

Micro Focus Service Manager is a powerful IT service management (ITSM) solution that enables organizations to streamline their IT operations, improve service delivery, and enhance overall efficiency. With its robust features and comprehensive capabilities, Service Manager helps organizations effectively manage and resolve IT incidents, problems, changes, and service requests. The software provides a centralized platform for logging, tracking, and prioritizing IT issues, ensuring prompt resolution and minimizing service disruptions.

One of the standout features of Micro Focus Service Manager is its flexibility and customization options. Organizations can tailor the solution to align with their unique workflows and requirements, allowing for seamless integration into existing processes. Service Manager’s user-friendly interface and intuitive design make it easy for IT teams to navigate and utilize the software effectively. It offers powerful automation capabilities, enabling organizations to automate routine tasks, escalate incidents, and streamline approval processes.

Best Features of Micro Focus:

  • Powerful IT service management solution 
  • Incident, problem, change, and service request management 
  • Centralized platform for issue tracking 
  • Customizable and user-friendly.‚Äô 
  • Automation for efficiency 

Pros

  • Micro Focus Service Manager can be customized to fit an organization’s specific needs and workflows.
  • The software is easy to use, with a simple interface for IT teams.
  • Service Manager automates repetitive tasks, making processes more efficient.
  • The solution provides valuable insights through reports and analytics to help organizations improve their services.

Cons

  • Setting up and configuring Micro Focus Service Manager can be complicated, requiring specialized knowledge.
  • New users may need time to learn and adapt to the software’s extensive features, which may require training.

Atera

Prices: Experience a free trial. Atera provides four pricing tiers, beginning at $169 per monthly technician.

Atera ITSM, ManageEngine Service Desk Software Alternative

Atera is an all-in-one IT management solution that combines remote access, network monitoring, ticketing, billing, and reporting capabilities. Its user-friendly interface makes it easy for IT professionals to navigate and manage critical information. The real-time dashboard provides visibility into network health and performance, allowing proactive monitoring and fast issue resolution. The remote access feature enables secure troubleshooting of client devices, saving time and minimizing disruptions.

Atera’s robust ticketing and help desk system streamlines client requests, ticket tracking, and support. It integrates seamlessly with other modules like network monitoring and remote access, ensuring efficient workflows and timely issue resolution. The platform also offers built-in billing and reporting capabilities for accurate invoicing, time tracking, and transparent reporting to clients.

Best Features of Atera:

  • Billing 
  • Reporting 
  • User-friendly interface 
  • Real-time dashboard for network visibility 
  • Secure remote troubleshooting 
  • Robust ticketing and help desk system 
  • Seamless integration of modules 
  • Built-in billing and reporting capabilities 

Pros

  • A User-friendly interface is accessible to users of all technical expertise levels.
  • Proactive monitoring capabilities for addressing issues before they escalate.
  • Flexible integration with third-party tools and services, extending functionality and integrating with existing workflows.

Cons

  • Limited customization options compared to more advanced IT management solutions.
  • Basic reporting features lack advanced customization and flexibility.
  • Occasional performance issues were reported, such as slow loading times or glitches.

LiveAgent

Prices: A 30-day free trial is offered. Monthly pricing starts at $16 and can go up to $85 based on upgrades.

LiveAgent Service Desk, ManageEngine Service Desk Software Alternative

LiveAgent is a versatile and comprehensive customer support software that excels in delivering top-notch service to businesses of all sizes. With its powerful ticketing system, LiveAgent enables businesses to efficiently manage customer inquiries, complaints, and requests, ensuring that no query goes unanswered. Its intuitive interface allows agents to seamlessly handle customer interactions across multiple channels, including email, live chat, phone calls, social media, and even self-service portals. This omnichannel approach ensures that customers can reach out through their preferred communication method, leading to enhanced customer satisfaction and loyalty.

One of LiveAgent’s standout features is its real-time chat functionality, which enables businesses to provide instant support to their customers. The live chat widget can be easily integrated into websites, allowing visitors to engage in real-time conversations with agents, resolving issues promptly. Additionally, LiveAgent offers automation capabilities, such as pre-defined responses, chat routing, and chat distribution, streamlining the support process and saving valuable time for agents.

Best Features of LiveAgent:

  • Versatile customer support software 
  • Powerful ticketing system 
  • Seamless customer inquiry management 
  • Intuitive interface 
  • Multichannel support: email, live chat, phone, social media, self-service 
  • Real-time chat functionality for instant support 
  • Automation capabilities: pre-defined responses, chat routing, distribution 

Pros

  • LiveAgent supports various channels like email, live chat, phone calls, social media, and self-service portals, providing businesses with flexibility in engaging with customers.
  • It enables businesses to manage customer inquiries seamlessly across different channels, ensuring a consistent and personalized experience.

Cons

  • LiveAgent may require some time to learn and get used to its features and interface, especially for new users.
  • Its pricing structure may be a challenge for small businesses or startups with limited budgets.

Agiloft Service Desk Suite

Prices: For Pricing information, please visit their website.

AgiLoft ITSM, ManageEngine Service Desk Software Alternative


Agiloft Service Desk Software is an adaptable and powerful contract and workflow management software engineered to streamline business processes and enhance operational efficiency. With its robust features and flexible workflows, Agiloft empowers organizations to automate and optimize contract lifecycle management and various other business processes. The platform offers a user-friendly interface that enables users to effortlessly design and customize workflows without requiring complex coding or programming expertise.

With Agiloft’s no-code configuration capabilities, users can easily personalize workflows, data fields, and business rules to align with their specific processes and workflows. This flexibility ensures that Agiloft can be seamlessly implemented across diverse industries and business functions, providing a tailored solution that precisely caters to the unique needs of each organization.

Best Features of Agiloft:

  • Adaptable contract and workflow management software 
  • Enhanced efficiency and automation 
  • User-friendly interface 
  • Flexible customization 
  • Tailored solutions for diverse industries 

Pros

  • Highly configurable and customizable platform
  • Streamlines business processes and workflows
  • Robust contract management capabilities
  • User-friendly interface with no-code configuration
  • Centralized repository for easy access to contract documents
  • Advanced search and reporting features
  • Integration with other systems and applications

Cons

  • The learning curve for complex configurations
  • Initial setup and implementation may require technical expertise
  • Customization options may require additional time and effort
  • Pricing may be higher compared to some competitors
  • Limited out-of-the-box templates and pre-built workflows
  • Advanced features may require additional licensing or modules

HelpSpot

Prices: Pricing begins at $19 monthly for three agents and varies per additional feature. 

HelpSpot Help Desk, ManageEngine Service Desk Software Alternative

HelpSpot is a reliable and intuitive help desk software that empowers businesses to provide exceptional customer support. With its user-friendly interface and comprehensive features, HelpSpot simplifies the management of customer inquiries, ensuring timely and efficient responses. The software offers a centralized ticketing system that allows support teams to track, prioritize, and resolve customer issues with ease. HelpSpot also provides automation tools, such as automated responses and workflows, enabling businesses to streamline their support processes and save valuable time.

One of HelpSpot’s standout features is its robust self-service portal, which allows customers to access a knowledge base, FAQs, and tutorials to find answers to their questions independently. This empowers customers to troubleshoot common issues on their own, reducing the need for agent involvement and improving overall customer satisfaction. HelpSpot also offers seamless integration with other communication channels, such as email and live chat, ensuring a unified and consistent customer experience across different touchpoints.

Best Features of HelpSpot:

  • Reliable and intuitive help desk software 
  • User-friendly interface 
  • Comprehensive features for customer support 
  • Centralized ticketing system 
  • Tracking, prioritizing, and resolving‚ÄĮ 

Pros

  • User-friendly interface
  • Centralized ticketing system
  • Automation capabilities
  • Self-service portal
  • Integration options

Cons

  • Limited customization options
  • Lack of advanced reporting
  • Limited scalability
  • Complex setup and configuration

Related article: 25 Best Jira Service Management Alternatives in 2023

Final Note

While ManageEngine Service Desk Software offers compelling features, some users may explore alternative options due to factors such as its expensive pricing plans, limited customization options, and inadequate reporting functions. However, it’s essential to consider the mentioned tools in this blog as they can help you achieve your business goals effectively. The alternatives presented in this Jira Service Management comparison blog have been carefully chosen. If you remain undecided, we recommend considering Infraon ITSM, a low-code, robust, and user-friendly ITSM solution that is easy to implement.

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