ManageEngine ServiceDesk Plus vs Lansweeper

Freshdesk

Freshservice

LiveAgent

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial.

ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. With optional asset & project management.

Service Level Agreement (SLA) Management

Real-Time Notifications

Alerts/Escalation

Multi-Channel Communication

Workflow Management

Self Service Portal

Reporting/Analytics

Collaboration Tools

Automated Routing

Most users consider ManageEngine ServiceDesk Plus to deliver strong value for money, praising its comprehensive features and competitive pricing. Some users say add-ons and integrations raise costs, and some reviewers feel annual price increases are concerning.

Value for money

The ManageEngine ServiceDesk Plus integration most frequently cited by reviewers is ManageEngine Endpoint Central, an unified endpoint management (UEM) product rated 4.4 out of 5 for its integration with ManageEngine ServiceDesk Plus.

Integrations

By industry, ManageEngine ServiceDesk Plus reviewers are most commonly professionals in information technology and services (16%). The most frequent use case cited is help desk (75% of reviewers).

ManageEngine ServiceDesk Plus

Windows

Web-based

Linux

Android

iPhone

iPad

Standard (Cloud)

 Professional (Cloud)

 Enterprise (Cloud)

System Network and İnformation Sec Manager

Its comprehensive capabilities in critical areas such as request management, SLA tracking, automation workflows, and reporting have markedly improved the quality of our daily operations.

IT System Engineer

The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too.

IT Team Lead

A very powerful tool that I would advise to any team that wants to implement heavy customisations and process automation whilst keeping associated costs minimal.

Senior Technician

I use this system in my full time job as a technician and it has a huge list of features which make it easy such as different job views, informative dashboard and handy buttons on the taskbar.

Network Security Engineer

ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control).

Its user-friendly platform for both end-users and IT teams has accelerated the adaptation process.

Sever Analyst

The Dark mode feature is not the best solution to making it more easily readable and there are not enough options to make it look better

Overall, I can confidently say it is a reliable solution for organisations seeking to professionalise their processes and strengthen their service management.

Trainee

Requires fine-tuning to avoid Email/SMS alerts can be too frequently or lack filtering.

Price has always been reasonable for our use case and never had any issues with audits running though them.

Team Leader

Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones.

We recently switched to another ticketing system and although there were a lot of new features, they weren't ideal for our line of work and found it much easier to navigate Service Desk Plus.

Technician and end users can manages tickets it improves responsiveness.

You can adjust the order of tickets by date, name, technician assigned and more.

Technical Engineer

Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

IT Engineer

Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date.  

Chief Technology Officer

It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have.

Head of Infrastructure and Networks

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform.

Administrator

Can be a bit of a burden to update with only command line automated options.

The different views for tickets you have to manage is great to manage the workflow.

Engineer TI Sr.

It does not have antivirus available, they are only allowed through integrations.

ServiceDesk Plus is a highly customizable ITSM tool with many modules.

Senior Engineer

The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Network and network security engineer

As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization.

Director of IT

The help desk software was exactly what I wanted in a help desk solution.  

Helpdesk Manager

The user interface looks dated and can be somewhat unintuitive

The panels of both platforms cannot be customized one

For non-technical users also easy navigation.

Software

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs.

IT Manager

Very Good Ticketing system for out IT department.

IT administrator Assistant Manager

Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.  

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable.  

IT Advisor

It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to.

IT Network & Infrastructure Engineer

Lack of asset management link between cloud SDP and cloud Endpoint Central.

Their support staff have always been willing to assist when contacted.

You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures.

They are remote connection, video call and chat functions.

I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support.

On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched.

Systems & Digital Marketing Administrator

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient.

MIS Director

Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

What I like most is creating different user groups with different roles.  

There are good documentation sources available to follow if you get lost.

Customer operations manager 

I like the resolution field when closing a ticket.

IT Security Administrator

Manager

it's a tracking system and alerting on every ticket and we can handle the tickets very well on this.

Game Programmer

The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization.

Senior Network and Security  Administrator

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Ticket Management

Customization

Customer Support

Process Automation

User Management

Technician Management

Ease of Use

Features

Pricing

Complex and unintuitive interface

47% of reviewers feel negative about Ease of Use, reporting that the interface can be confusing and outdated compared to competitors. Users think navigating the system and customizing templates or workflows is challenging, especially for those new to the platform. Some reviewers find reporting and data export unintuitive, requiring extra manual effort. They indicate that basic tasks like tracking ticket statuses or modifying the user interface are not straightforward. Reviewers mention that the lack of user-friendly design and limited customization options make it harder for end users and administrators to efficiently operate the software.

Streamlined and flexible setup

it specialist

Really easy to configure, deploy and therefore quick to start using.

Service Delivery Manager

Easy to setup and get started, mostly conforms to ITIL standards

96% of reviewers feel positive about Setup, noting that they find the initial configuration process straightforward and quick. Users think the setup is intuitive, allowing them to get started with minimal effort and adapt the system to their organization’s needs. Reviewers appreciate that the product offers easy integration with other ManageEngine and third-party tools, which they say reduces onboarding time. Some reviewers find the setup process aligns well with ITIL standards and say the clear navigation and customizable options make it easy to tailor workflows and configurations to fit their specific business requirements.

Comprehensive ticket management tools

Network & Infrastructure Engineer

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement.  

86% of reviewers feel positive about Ticket Management, highlighting its ability to centralize and streamline the handling of incidents, requests, and changes. Users indicate that customizable templates, automated workflows, and integration with email and directory services help them efficiently track, assign, and resolve tickets. Reviewers appreciate features like detailed tracking, robust reporting, and the ability to manage multiple ticket types in one place. Some users say the knowledge base and notification system improve communication and user satisfaction, while the dashboard and automation features simplify monitoring and managing ticket progress.

Freelancers

Small Business

Large Enterprises

Mid-size Business

Most users consider ManageEngine ServiceDesk Plus to offer strong value for money, highlighting its comprehensive ITIL-oriented features, customizable options, and asset management capabilities at a competitive price. They appreciate the inclusion of a free basic version with no user limit, and find the standard edition suitable for SMBs, while larger enterprises may need higher-tier plans. Some users say the pricing is attractive compared to similar solutions, though they note that add-ons and integrations can increase costs. Some reviewers feel the product becomes expensive for small organizations, especially as annual price increases and limited support in the free version are concerns.

ManageEngine

AI-powered platform that unifies identity, endpoints, and compliance—giving IT teams time and control back.

ACMP Suite

In a world full of unpredictability, choosing the right partner is crucial. We are your guide on the path to greater simplicity and efficiency. ACMP offers modular and scalable solutions for your specific challenges in the IT department.

PDQ Deploy & Inventory

PDQ Deploy is the best way to automate your patch management. Update third-party software, deploy custom scripts, and make impactful configuration changes in minutes. With 200+ ready-to-deploy applications right out of the box.

Lansweeper is an IT Asset Management solution that provides network discovery of all connected devices, users, and software within your IT estate. Lansweeper's advanced device recognition capabilities allow for complete visibility across your entire IT estate, in one centralized IT inventory.

Audit Management

Maintenance Management

Configuration Management

Compliance Tracking

Support Ticket Management

Cost Tracking

Supplier Management

Lansweeper

Free

Starter

Pro (Recommended) 

Enterprise

IT Support Supervisor

For example, adding a new value to a custom field in the HelpDesk section requires you to expand a couple of hidden areas in the "Ticket content" configuration screen.

Lansweeper allows us to easily manage all our assets and quickly identify new devices.  

It doesn't only discover PCs and servers but also printers, routers, switches and non-Windows devices (Mac, iOS, Android, Linux, etc).

Its pricing is quite cheap comparing to other new or major IT asset management tools. But the report function in its on-prem instance is based on SQL query. If the built-in reports cannot meet the requirement, users need understand the database tables to create reports themselves which is not easy for everyone if has no knowledge about how database works or links together.

IT Sysadmin

Love the product overall, but they have priced themselves out of the SMB market segment.

We also use Lansweeper to deploy some software packages

Sr Systems Engineer

Lansweeper is on on-prem service where you have to provide your own server.  

You can't use it for remote management or patch deployment.

System Administrator

It can identify any device on your network, scan it, add it to it. As mentioned in the 'least' section, there's a steep learning and setup curve,  but once it's there, while it doesn't run itself, it can easily to take adaptations, additions and new requirements.

Software Developer

Customer care services are not reliable they take too long to respond to a glitch.

It doesn't offer threat detection nor vulnerability management.

Electrical Engineer

The product implementation in our organisation has boosted productivity and improved general security.

The price is a little high in big environments (especially after the last rise).

As a HelpDesk manager, I live in Lansweeper.  

Lansweeer is great for asset management and their help desk is a wonderful add-on!  

Head of IT Services

It's also on prem so we control the data.

As today, its cloud instance requires sending data to AWS Ireland data centre which causes data sovereignty issue.

The cloud service is a significant departure from how Lansweeper operates and does not include the same functionality as on-prem.

Operations director

Only real drawback is it's an on prem solution that needs to be updated periodically rather than some of the cloud based alternatives

ICT Specialist & Consultant

I've enjoyed the possibility to manage my monitor assets along with the PC assets.

Assistant IT Manager

the ticket/helpdesk api is a bit lacking with what it can return (i.e can't tell you if a note is for a user or internal) so if you're developing with the current api then you will need some workarounds.

Its cloud instance has much modern interface and data analysis feature

The reporting engine is way too complex. Why do you need to know database query methodology to get a simple report?Migrating a database from one scanning device to another is not a straightforward process, and you need to invest a good amount of time learning how this tool work.

We've made purchasing decisions based on the scanned data, and it serves its purpose very well.

IT Security Manager

This helped us a lot get an inventory of our environment and be able to deploy scripts and packages to systems without going manually.

IT Systems Engineer II

Overall, it is a good product at a reasonable price point.

The reporting is great out of the box, but provides enough flexibility to add custom fields or generate custom reports.  

The forums have lots of custom SQL queries to create your own reports as well.

Very satisfied with the performance and data acquisition.

IT Administrator 

The reporting is hard to set up and implement.

The agentless asset scan and deploy via WMI works well.

Prices are increasing substantially if you are a small business that was previously on the $500 a year minimum.  

Excellent asset tracking with details on almost everything about a device.

ManageEngine ServiceDesk Plus vs Lansweeper Comparison (2026)

ManageEngine ServiceDesk Plus

Lansweeper

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives