ManageEngine ServiceDesk Plus vs. ThinkOwl Comparison


ManageEngine ServiceDesk Plus ManageEngine	ThinkOwl	+	+
Visit Website	Learn More Update Features	Add To Compare	Add To Compare



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.		About ThinkOwl is your one-stop solution for customer support needs. Built on cloud architecture (SaaS), ThinkOwl features AI-powered tools that streamline workflows—from ticket management to client engagement. ThinkOwl's arsenal of potent solutions—OwlDesk, OwlForce, and ThinkOwl CONVERSATIONS—are designed to automate routine tasks, boost agent productivity, and enhance service efficiency. It offers the perfect blend of service desk features, conversational or generative AI, and an omnichannel communication environment. Its workflow automation, AI technology, and software integration capabilities are a real treat for digital communication. Additionally, ThinkOwl excels in data analysis, generating advanced reports that offer real-time insights into KPIs across topics, teams, and channels.
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 service desks		Audience Companies of all sizes who want to elevate customer experience with omnichannel customer support software suite powered by AI
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 $120.00/year/user Free Version Free Trial		Pricing $0 Free Version Free Trial
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		Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software
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 ManageEngine India www.manageengine.com/products/service-desk/		Company Information ThinkOwl Founded: 2017 United States www.thinkowl.com
Alternatives Serviceaide		Alternatives Zendesk
SysAid SysAid Technologies		HappyFox
Vivantio		Intercom Fin
Freshservice Freshworks		Zoho Desk Zoho
SolarWinds Service Desk SolarWinds View All		Aisera View All
Categories AI Service Management (AISM) AI-Powered ITSM Tools 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		Categories AI Customer Service AI Customer Support Agents AI Knowledge Base Complaint Management Customer Experience Customer Service Experience Management Help Desk ITSM Knowledge Management Live Chat Service Desk
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 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 Service Desk Features Change Management CMDB Incident Management IT Asset Management Knowledge Base Mobile Access Procurement Management Remote Control Self Service Portal SLA Management 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 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 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		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 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 Service Desk Features Change Management CMDB Incident Management IT Asset Management Knowledge Base Mobile Access Procurement Management Remote Control Self Service Portal SLA Management Show More Features Complaint Management Features Case Management Complaint Classification Corrective Actions (CAPA) Customer Complaint Tracking Feedback Management Forms Management Issue Tracking Quality Assurance Management Routing Self Service Portal Social Media Monitoring Survey Management Customer Experience Features Action Management Analytics Customer Segmentation Dashboard Feedback Management Knowledge Management Multi-Channel Collection Sentiment Analysis Survey Management Text Analysis Trend Analysis Customer Service Features Alerts / Escalation Appointment Management Call Center Management Email Management Knowledge Base Live Chat Performance Metrics Queue Management Self Service Portal Social Media Integration Surveys & Feedback Virtual Assistant Workflow Management Experience Management Features Action Management Analytics Customer Segmentation Dashboard Feedback Management Knowledge Management Multi-Channel Collection Sentiment Analysis Survey Management Text Analysis Trend Analysis Knowledge Management Features Artificial Intelligence (AI) Cataloging / Categorization Collaboration Content Management Decision Tree Discussion Boards Full Text Search Knowledge Base Management Self Service Portal Live Chat Features Canned Responses Customizable Branding Geo Targeting Offline Form Proactive Chat Screen Sharing Third Party Integration Transfers / Routing Website Visitor Tracking
Integrations 360 View CRM Axonius Azure Marketplace Bizzy Blink Mail360 ManageEngine Applications Manager ManageEngine EventLog Analyzer ManageEngine Firewall Analyzer ManageEngine OpManager Microsoft 365 Microsoft Outlook Quickwork SMSEagle Site24x7 Slack Wufoo Zoho Analytics Zoho Assist Zoho Voice Show More Integrations View All 29 Integrations		Integrations 360 View CRM Axonius Azure Marketplace Bizzy Blink Mail360 ManageEngine Applications Manager ManageEngine EventLog Analyzer ManageEngine Firewall Analyzer ManageEngine OpManager Microsoft 365 Microsoft Outlook Quickwork SMSEagle Site24x7 Slack Wufoo Zoho Analytics Zoho Assist Zoho Voice Show More Integrations View All 3 Integrations
		Claim ThinkOwl and update features and information Claim ThinkOwl and update features and information