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ConnectWise PSA vs ManageEngine ServiceDesk Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ConnectWise PSA
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
21
Ranking in other categories
Help Desk Software (16th), Business Management Software (1st), Professional Services Automation (PSA) (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
SK
Associate Director at a outsourcing company with 51-200 employees
Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions
For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Our return on investment is high."
"Automation Anywhere has presented us with a platform that is easily accessible from a web interface, enabling us to write code for RPA scripts without having to download a dedicated software application."
"A good example is a process that we automated where, on that specific process, the return on investment is above 30,000 percent."
"Automation Anywhere is quite easy to use for users who are not technical, especially business users."
"As for the stability of the product, we can use it in any use cases or to automate anything, like manufacturing or for the banking sector. We can automate all things. The stability is quite good. It is easy to use and user-friendly. You can automate whatever you do manually and day-to-day things work. We can automate repetitive tasks as well."
"The features of Automation Anywhere are quite impressive; one aspect I particularly appreciate is the integration of AI, which has reached a mature level in its capability for agentic processes, greatly enhancing product usability and enabling adaptation to complex use cases."
"The features like IQ Bot and Metabot have helped our organization to gain business trust and provide a greater number of unique solutions to our clients for complex projects."
"AA has improved our efficiency and saved on manual hours because no manual interaction is required."
"It's definitely one of those tools that is super powerful."
"ConnectWise has changed the way our entire business works."
"We are able to use our ticket system to track any remediation of a device stored in our configurations."
"I've talked to other MSP owners and I still have the opinion that it's the best solution out there."
"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations."
"I believe it is one of those tools that provide excellent value for money."
"Its interface is most valuable; it is easy to use, and our customers find it amazing because of that."
"It's a very user-friendly tool with good performance."
"The most valuable feature is its ease of use."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The solution is free for up to five users."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
 

Cons

"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."
"IQ Bot is useful but the price is not friendly."
"In the next release, I think it has to be more compatible when deployed with the Citrix environment."
"The IQ Bot has not yet succeeded in living up to its reputation due to its high cost, low ROI, and its inability to meet client requirements."
"The main things I've found that could be better are small things that can be annoying when you're using them a lot. I would recommend they add a feature where, if you mark the start of an "If" sentence it will highlight the end of the "If" sentence. That would make it easier to get a better overview."
"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."
"Reporting could be better because there is a little bit of overkill in getting information about the utilization of the bot license. This could be a little bit improved."
"Getting the bot design into the developer's hands is taking longer than we initially anticipated."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"It needs to be easier to share tickets between users who need to work together."
"The speed could be better, and the reporting could be a lot better."
"The UX for general users can be improved as the UI is quite clunky and complicated."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access."
"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"Feature-wise, the reporting is not quite satisfactory."
"They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
 

Pricing and Cost Advice

"I've seen the price vary by whether the client is going to scale and adopt a tool."
"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"The pricing is reasonable and one can achieve ROI faster when compared to other tools."
"I would like them to have better license management."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"We're paying $940 a month for 14 users."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"The pricing of ConnectWise Manage is reasonable."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"It is cheaper than its competitors."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"It is cheaper than the competitors."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Construction Company
16%
Financial Services Firm
9%
Performing Arts
9%
Manufacturing Company
7%
Manufacturing Company
9%
Construction Company
9%
Financial Services Firm
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business18
Midsize Enterprise3
Large Enterprise1
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for ConnectWise Manage?
We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...
What needs improvement with ConnectWise Manage?
The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...
What is your primary use case for ConnectWise Manage?
I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
ConnectWise Manage
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about ConnectWise PSA vs. ManageEngine ServiceDesk Plus and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.