OneDesk vs. ManageEngine ServiceDesk Plus Comparison


OneDesk	ManageEngine ServiceDesk Plus ManageEngine	+	+
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About OneDesk combines Helpdesk & Project Management into one software application. No need to purchase, integrate and switch between other multiple applications. Your team can support your customers and work on their projects in one place. Aimed at SMBs as well as departments within large enterprises, OneDesk is frequently used by project managers, customer service agents, IT technicians, professional services and much more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows customizable to meet your organization's needs. The interface is clean and structural. Navigation consists of selecting an application, project level and view layout. Breadcrumbs will indicate where you are in OneDesk. Tickets and tasks are 'Items' while organization, portfolio, project and sub-folders are 'Containers'. OneDesk is easy to use and quick to set up. The learning curve depends on the complexity of the workflows you create.		About Best in class online service desk software. Offer your customers world-class services with ServiceDesk Plus Cloud, the easy-to-use SaaS service desk software from ManageEngine, the IT management division of Zoho. Track and manage IT tickets efficiently, resolve issues faster, and ensure end-user satisfaction with the cloud-based IT ticketing system used by over 100,000 IT service desks worldwide. Manage the complete life cycle of IT incidents, problems, changes, and projects with out of the box ITIL workflows. Create support SLAs, define escalation levels, and ensure compliance. Automate ticket dispatch, categorization, classification, and assignment based on predefined business rules, and set up notifications and alerts for timely ticket resolution. Reduce walk ins and unnecessary tickets by giving your users more control. Enable end users to access IT services through your service catalog in the self-service portal. Help users create and track tickets and search for solutions.
Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook		Platforms Supported Windows Mac Linux Cloud On-Premises iPhone iPad Android Chromebook
Audience IT companies, IT department, Engineering, Financial, Nonprofit, Creative & Design Services, Public Relations Agencies, Marketing, VARS & Systems Integrators,Software, Consulting, Product Design & Manufacturing, Managed Service Providers,		Audience IT service desks
Support Phone Support 24/7 Live Support Online		Support Phone Support 24/7 Live Support Online
API Offers API		API Offers API
Screenshots and Videos View more images or videos		Screenshots and Videos View more images or videos
Pricing $9/user/month $9/user/month (if billed yearly) $11/user/month (if billed monthly) Free Version Free Trial		Pricing $120.00/year/user Free Version Free Trial
Reviews/Ratings Overall 5.0 / 5 ease 5.0 / 5 features 4.9 / 5 design 4.7 / 5 support 4.9 / 5 Read all reviews		Reviews/Ratings Overall 5.0 / 5 ease 5.0 / 5 features 5.0 / 5 design 5.0 / 5 support 4.7 / 5 Read all reviews
Pros & Cons from Real Users Pros The user interface is appealing and incredibly easy to use. Its support ticketing works flawlessly, and also auto-captures support ID from replied emails. Knowledge-based self-service feature. Easy to migrate from another helpdesk platform. It has a separate tab for closed, ongoing and open projects. From customer support solution to project management, everything works seamlessly on the OneDesk platform. The project tracking works very well also we can interact with clients at the same time. It saves time and effort of installation. OneDesk is a great tool for projects and customer helpdesk solution. It's easy to use, provides great visualization on tickets and project status, automation in support, and self knowledge base section. We are very happy with this solution. OneDesk with many abilities. It's an extraordinary business tool that provides multiple services. On the positive side, it provides one software to manage help desk and projects. Bringing OneDesk into the organization wasn't difficult. My favorite thing about OneDesk is, it eliminates the separate different business tools to manage projects and helpdesk into one desk to manage multiple business services. It increases transparency in business and customer management. Everyone in my team loved this tool. Cons There are not many things for project management. Project progress tracking is not reliable. Customizations are not that easy on this platform. Live chat freezes a few times. Otherwise it's a good tool. There isn't anything that we didn't liked about this. Hardly ever found any difficulty on this platform.		Pros from Real Users Pros ManageEngine ServiceDesk Plus is a full-featured IT service management (ITSM) solution that supports incident, problem, change, and asset management from a single platform. The intuitive ticketing system helps track and resolve issues efficiently, with automation for workflows, SLAs, and approvals that significantly reduce manual effort. Integration with Active Directory simplifies user onboarding and access control, while automation rules, templates, and canned responses speed up service delivery. Built-in reporting and dashboards provide visibility into helpdesk performance, SLA compliance, and ticket trends. Asset management features (hardware/software inventory, license tracking) help with compliance and cost control. It also supports a self-service portal where users can raise tickets and view knowledge base articles, reducing helpdesk load. ManageEngine ServiceDesk Plus is a solid and practical ITSM tool for daily IT operations, especially for small to mid-size IT and NOC teams. It handles incident, request, change, and asset management well, and SLA tracking and escalations are useful for real production environments. Integration with other ManageEngine tools is a big plus if you are already using their ecosystem. The tool is reliable, but the UI feels a bit old, reporting and customization can be time-consuming, and performance can slow down with large data. Support quality can be hit or miss. Overall, it’s a good, cost-effective option for teams that want full ITIL features without paying enterprise-level pricing ManageEngine ServiceDesk Plus is a solid and practical ITSM tool for daily IT operations, especially for small to mid-size IT and NOC teams. It handles incident, request, change, and asset management well, and SLA tracking and escalations are useful for real production environments. Integration with other ManageEngine tools is a big plus if you are already using their ecosystem. The tool is reliable, but the UI feels a bit old, reporting and customization can be time-consuming, and performance can slow down with large data. Support quality can be hit or miss. Overall, it’s a good, cost-effective option for teams that want full ITIL features without paying enterprise-level pricing.
Training Documentation Webinars Live Online In Person		Training Documentation Webinars Live Online In Person
Company Information OneDesk Founded: 2008 Canada www.onedesk.com		Company Information ManageEngine India www.manageengine.com/products/service-desk/
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Categories Help Desk Product Lifecycle Management Product Management Product Roadmap Project Management Project Portfolio Management Service Request Management		Categories AI Service Management (AISM) Asset Tracking Contract Management Help Desk Incident Management Issue Tracking IT Asset Management IT Service ITSM Project Management Service Desk Service Request Management SLA Management
Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management Project Management Features Agile Methodologies Budget Management Client Portal Collaboration Tools Cost-to-Completion Tracking Customizable Templates Gantt Charts Idea Management Kanban Board Milestone Tracking Portfolio Management Resource Management Time & Expense Tracking Traditional Methodologies Show More Features Product Lifecycle Management Features Change Management Compliance Management Cost Tracking Design Management Document Management Product Data Management Project Management Requirements Management Supplier Management Product Management Features Collaboration Feedback Collection Idea Management Milestone Tracking Prioritization Product Roadmapping Release Management Requirements Management Resource Management Workflow Management Product Roadmap Features Collaboration Content Import / Export Diagramming Drag & Drop Feature Management Milestone Tracking Prioritization Requirements Management Workflow Management Project Portfolio Management Features Budget Management Collaboration Dashboard Issue Management Milestone Tracking Portfolio Management Project Planning Requirements Management Resource Management Status Tracking Task Management Time & Expense Tracking		Help Desk Features Alerts / Escalation Automated Routing Community Forums Customizable Branding Document Storage Email Integration Incident Management Interaction Tracking IT Asset Management Knowledge Base Known Issue Management Live Chat Multi-Channel Communication Multiple Brands / Products Network Monitoring Real-time Chat Self Service Portal Service Level Agreement (SLA) Management Ticket Management Project Management Features Agile Methodologies Budget Management Client Portal Collaboration Tools Cost-to-Completion Tracking Customizable Templates Gantt Charts Idea Management Kanban Board Milestone Tracking Portfolio Management Resource Management Time & Expense Tracking Traditional Methodologies Show More Features Asset Tracking Features Activity Tracking Audit Trails Barcoding / RFID Checkout / Check-In Depreciation Tracking Disposal Tracking Inventory Management Location Tracking QR Codes Reservations Service History Contract Management Features Buy Side (Suppliers) Completion Tracking Compliance Tracking Contract Lifecycle Management Electronic Signature Full Text Search Government Contracts Pre-built Templates Sell Side (Customers) Specialty Contracts Version Control Workflow Management IT Asset Management Features Asset Tracking Audit Management Compliance Management Configuration Management Contract/License Management Cost Tracking Depreciation Management Inventory Management IT Service Management Maintenance Management Procurement Management Requisition Management Supplier Management IT Service Features Contract Management Incident Management IT Asset Management Knowledge Management Release Management Self Service Portal Service Catalog Service Reporting Ticket Management ITSM Features Asset Tracking Availability Management Change Management Configuration Management Contract/License Management Dashboard Incident Management Problem Management Project Management Release & Deployment Management Self Service Portal Incident Management Features Audit Trail Corrective Actions (CAPA) Disaster Recovery Incident Reporting IT Incident Management OSHA Compliance Root-Cause Diagnosis Safety Management Task Management Ticket Management Issue Tracking Features Assignment Management Dashboard Escalation Management Issue Auditing Issue Scheduling Knowledge Base Project Management Recurring Issues Scheduling Task Management Service Desk Features Change Management CMDB Incident Management IT Asset Management Knowledge Base Mobile Access Procurement Management Remote Control Self Service Portal SLA Management
Integrations Slack Azure Marketplace Bizzy Blink Chronicle SOAR Mail360 Mailchimp ManageEngine Firewall Analyzer ManageEngine OpManager Microsoft 365 Microsoft Azure Microsoft Teams Okta QuickBooks Online Quickwork Salesforce Site24x7 Zero Incident Framework eG Enterprise Show More Integrations View All 17 Integrations		Integrations Slack Azure Marketplace Bizzy Blink Chronicle SOAR Mail360 Mailchimp ManageEngine Firewall Analyzer ManageEngine OpManager Microsoft 365 Microsoft Azure Microsoft Teams Okta QuickBooks Online Quickwork Salesforce Site24x7 Zero Incident Framework eG Enterprise Show More Integrations View All 29 Integrations
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