Zoho ManageEngine ServiceDesk Plus
manageengine.com/products/service-deskBuild Difficulty: 5/5
Build a working replacement in a weekend with AI tools
AI-driven unified service management platform for the digital enterprise
How to Replace Zoho ManageEngine ServiceDesk PlusOverview
Features
47 features across 19 categories
AI/Analytics(2)
ML-powered predictive capabilities across ITSM workflows
ML-based analysis of ticket sentiment
AI/Automation(2)
Swift and accurate ticket triage, routing, and assignment through ML-based prediction engine
On-demand handling of end user requests through text and voice conversations
AI/Content Generation(1)
GenAI-powered reply generation with context-based responses, grammar and spelling enhancement
AI/Integration(2)
Integration with Microsoft Copilot for AI-powered assistance
Integration with OpenAI's ChatGPT for AI-powered capabilities
AI/Knowledge Management(1)
Easy access to public knowledge, low-code script generation, response generation, and summarization of requests through ChatGPT and Microsoft Copilot
Analytics(2)
Create custom reports tailored to business needs
Built-in reporting and real-time dashboards to track performance metrics
Asset Management(8)
Detailed reporting and analytics on asset inventory
Manage asset loan tracking and lifecycle
Central repository for IT configuration items and their relationships
Comprehensive IT asset tracking and management
Discover and import IT assets using multiple methods
Manage IT purchases and vendor contracts
Track and manage software licenses and deployments
No-code visual builder for managing asset lifecycles
Automation(5)
Automated approval workflows based on rules and conditions
Automate ticket handling workflows without coding
Create rules to automate common ITSM operations
No-code visual builder for designing ticket workflows
Smart automation of service delivery through virtual support agents
Compliance(1)
ITIL certified for 14 practices
Configuration(4)
Extensive customization options for workflows and processes
Create and customize ticket templates for different request types
Create custom forms without extensive coding
Create and deploy custom modules with low-code capabilities
Core(3)
Extend service management capabilities beyond IT to HR, facilities, finance and other departments
Manage and resolve IT incidents
IT service desk functionality for managing IT support tickets and requests
Deployment(3)
Option to deploy ServiceDesk Plus in the cloud
Flexibility to migrate between on-premises and cloud models
Option to deploy ServiceDesk Plus on-premises
Enterprise Features(1)
Support for multiple service desk instances with data and process segregation
Integration(2)
Automatically convert incoming emails to support tickets
Deep native integrations with ManageEngine's IT product ecosystem
Knowledge Management(1)
Central repository for IT knowledge and documentation
Project Management(1)
Track and manage IT-related projects
Security(1)
Holistic approach to privacy with own data centers, no trackers, and no sub-processors
Service Management(5)
Visual builders for designing change and release workflows
Manage and control IT changes with workflows
Identify, analyze, and resolve recurring issues
Plan and manage software releases
Define and manage Service Level Agreements with automatic escalations
User Experience(2)
Mobile application for on-the-go support
End-user self-service portal for submitting and tracking requests
Pricing
Standard
- ✓Service desk for IT and non-IT teams
- ✓Incident management
- ✓Customizable ticket templates
- ✓Visual ticket lifecycle builder
- ✓No-code ticket handling automation
- ✓Self-service portal
- ✓Knowledge base
- ✓SLA management and escalations
- ✓Reporting and live dashboards
- ✓Predictive intelligence (AI)
- ✓Auto-approvals
- ✓Virtual support agent
- ✓GenAI Reply assist
Professional
- ✓Service desk with ITAM capabilities
- ✓IT service desk
- ✓Multi-modal asset discovery and import
- ✓Visual asset lifecycle builder
- ✓Software asset management
- ✓Asset loans
- ✓Asset inventory reports and analytics
- ✓Purchase and contracts management
- ✓Predictive intelligence (AI)
- ✓Auto-approvals
- ✓Virtual support agent
- ✓GenAI Reply assist
Enterprise
Popular- ✓Unified service management platform
- ✓IT service desk
- ✓IT asset management
- ✓Service catalog
- ✓Problem management
- ✓Change enablement and release management
- ✓Change and release workflow builders
- ✓IT project management
- ✓CMDB
- ✓Predictive intelligence (AI)
- ✓Auto-approvals
- ✓Virtual support agent
- ✓GenAI Reply assist
Cost Calculator
Pricing data not available for Zoho ManageEngine ServiceDesk Plus. Check their website for current pricing.
Build vs Buy
Should you build a Zoho ManageEngine ServiceDesk Plus alternative or buy the subscription? Estimate based on 47 features.
Buy Zoho ManageEngine ServiceDesk Plus
Better ValueBuild Your Own
Buying Zoho ManageEngine ServiceDesk Plus saves ~$36,960 over 3 years vs building.
Estimates based on 47 features and a BuildScore of 5/5. Actual costs vary.
Integrations
3 known integrations