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At a Glance
Market Segments
Mid-Market (59.4% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Starting at $25.00 1 User Per Month
ManageEngine ServiceDesk Plus
Star Rating
(241)4.2 out of 5
Market Segments
Mid-Market (59.4% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSalesforce Service Cloud
Star Rating
(7,166)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that ManageEngine ServiceDesk Plus excels in ticket creation user experience with a score of 8.2, while Salesforce Service Cloud slightly outperforms it with a score of 8.5, indicating a more intuitive interface for creating tickets.
- Reviewers mention that ManageEngine's response automation feature is highly rated at 8.7, which allows for efficient ticket handling, whereas Salesforce Service Cloud's automation capabilities are rated lower at 8.2, suggesting that ManageEngine may provide a more streamlined process for automating responses.
- G2 users highlight that ManageEngine's asset management feature is rated exceptionally high at 9.8, showcasing its robust capabilities in tracking and managing IT assets, while Salesforce Service Cloud's asset management is rated lower, indicating a potential gap in this critical area.
- Users on G2 report that ManageEngine's change management functionality is rated at 8.7, which is beneficial for organizations needing to manage IT changes effectively, while Salesforce Service Cloud does not have a comparable feature highlighted as strongly, suggesting a potential limitation in this aspect.
- Reviewers say that ManageEngine's customer health scores feature is rated at 8.0, providing insights into customer satisfaction, but Salesforce Service Cloud shines with a higher rating of 8.5 for its customer profiles, indicating a more comprehensive approach to understanding customer needs.
- Users report that ManageEngine's knowledge base is rated at 8.6, which is beneficial for self-service support, while Salesforce Service Cloud's knowledge base is rated lower at 8.0, suggesting that ManageEngine may offer a more effective resource for users seeking information independently.
Pricing
Entry-Level Pricing
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
ManageEngine ServiceDesk Plus
Free Trial is available
Salesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.6
216
8.6
2,754
Ease of Use
8.5
216
8.4
5,329
Ease of Setup
8.1
157
7.9
4,088
Ease of Admin
8.4
157
8.2
1,524
Quality of Support
8.1
201
8.3
2,535
Has the product been a good partner in doing business?
8.3
149
8.7
1,505
Product Direction (% positive)
8.2
208
8.2
2,715
Features by Category
Ticket and Case Management
8.5
32
8.5
1201
|
Verified
8.7
33
8.4
1199
|
Verified
8.6
32
8.3
1228
|
Verified
8.9
31
8.3
1151
|
Verified
8.4
32
8.1
977
8.5
33
7.9
1165
|
Verified
8.6
32
8.3
1147
|
Verified
8.1
31
8.5
1025
|
Verified
Generative AI
6.8
13
7.6
175
6.9
13
7.6
174
Agentic AI - Help Desk
Not enough data
8.0
50
Not enough data
8.2
52
Not enough data
8.1
52
Communication Channels
8.4
32
8.4
1018
|
Verified
9.1
33
8.6
1202
|
Verified
7.9
27
8.1
843
7.1
24
8.0
803
|
Verified
6.5
24
8.0
763
Platform
7.5
28
7.8
552
|
Verified
7.9
32
8.3
816
|
Verified
8.5
34
8.6
691
|
Verified
7.8
31
8.3
608
|
Verified
8.2
34
8.2
1143
|
Verified
8.3
33
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
8.8
38
|
Verified
Not enough data
8.8
38
|
Verified
Not enough data
8.9
39
|
Verified
Not enough data
Service Desk
9.2
41
|
Verified
Not enough data
8.9
41
|
Verified
Not enough data
8.8
40
|
Verified
Not enough data
Management
8.6
37
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.7
36
|
Verified
Not enough data
8.1
34
|
Verified
Not enough data
Functionality
9.1
38
|
Verified
Not enough data
8.5
38
|
Verified
Not enough data
8.8
36
|
Verified
Not enough data
8.5
38
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Monitoring
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Not enough data
Management Tools
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Not enough data
Generative AI
7.6
12
Not enough data
7.6
12
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Generative AI
Not enough data
7.0
216
Functions
Not enough data
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
Not enough data
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
Not enough data
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Communication
Not enough data
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Internal Use
7.9
32
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Incident Management
8.7
93
Not enough data
8.6
95
Not enough data
8.8
99
Not enough data
7.9
91
Not enough data
8.1
89
Not enough data
Reporting
8.3
95
Not enough data
8.5
86
Not enough data
8.0
74
Not enough data
Access & Usability
7.2
74
Not enough data
8.1
80
Not enough data
8.6
91
Not enough data
7.9
67
Not enough data
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ManageEngine ServiceDesk Plus and Salesforce Service Cloud are categorized as Help Desk
Unique Categories
ManageEngine ServiceDesk Plus is categorized as IT Service Management (ITSM) Tools, Service Desk, and Incident Management
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Customer Success, Live Chat, Contact Center Workforce, Enterprise Feedback Management, Contact Center, and Customer Self-Service
Reviews
Reviewers' Company Size
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.1%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.8%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
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Discussions
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