ManageEngine ServiceDesk Plus vs OTRS

Salesforce Sales Cloud

Zendesk Suite

JIRA Service Management

SolarWinds Service Desk

Coolfire Core

Zammad

Compare ManageEngine ServiceDesk Plus and OTRS based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

JIRA  Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Approval Process Control

Asset Assignment

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Audit Trail

Automated Routing

Availability Management

Barcode/Ticket Scanning

Barcoding/RFID

Benchmarking

Billing & Provisioning

Catalog Management

Change Management

Chat/Messaging

Chatbot

Check-in/Check-out

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Communications Management

Complaint Monitoring

Compliance Management

Compliance Tracking

Configurable Workflow

Configuration Management

Content Library

Contract/License Management

Corrective and Preventive Actions (CAPA)

Cost Tracking

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Visualization

Depreciation Management

Disposal Management

Document Management

Document Storage

Drag & Drop

Email Alerts

Email Management

Email Templates

Event Logs

Fixed Asset Management

Forms Management

Full Text Search

Help Desk Management

Historical Reporting

Incident Management

Incident Reporting

Inventory Management

Inventory Tracking

Investigation Management

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Management

IT Asset Tracking

IT Incident Management

Knowledge Base Management

Knowledge Management

Live Chat

Location Tracking

Macros/Templated Responses

Maintenance Management

Maintenance Scheduling

Mobile Access

Mobile Alerts

Mobile App

Mobile Interface

Monitoring

Multi-Channel Communication

Multi-Language

Multi-Location

Online Forums

Performance Metrics

Pre-built Templates

Prioritization

Problem Management

Procurement Management

Project Management

Projections

ManageEngine ServiceDesk Plus

Android

Linux

Web-based

Windows

iPad

iPhone

Systems Engineer

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.

Teamlead IT

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.

IT Technical Engineer

It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.

System administrator

User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Senior Accountant

Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.

Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

IT Manager

Great service desk product. Feature rich, easy to use and excellent value for money.

IT Business Analyst

Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

IT Consultant

Integration with email and AD was a great help in setting up the environment with no additional work.

Help Desk Manager

The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Senior Systems Engineer

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Civil Aviation

It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

it specialist

Great ITSM tool, lightweight and efficient platform. Integrate Service Desk Cloud into your own environment without hassle.

Accounting Intern

I like that I can log my issue and support can attend to it immediately after receiving the email notification.

Service Desk Manger

If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Programmer/Analyst

It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician.

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus dashboard

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus configuration wizard

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus
search solutions

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus new incident

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus access report folders

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus template categories

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus manage request workflow

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus view CI details

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus
configure workflow for change management

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus check tasks and manage approvals

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus view all SLA based mail escalations

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus access reports on service requests

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus view projects

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus check emails and mail server issues

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus track progress

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus
view request details

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus
view project details

ManageEngine ServiceDesk Plus screenshot: ManageEngine ServiceDesk Plus access IT asset information

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Zammad is a help desk software. It is an open source solution designed for small and medium-sized companies. Zammad offers functionalities for customer service teams to manage and track customer requests.

Coolfire Core is a powerful software solution designed to help companies defeat operational chaos and streamline manual work. By simplifying work management inside and outside the organization, Coolfire Core enables businesses to get more done, optimize the bottom line, and improve overall customer satisfaction.

OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data.

ManageEngine ServiceDesk Plus vs OTRS Comparison (2026)

ManageEngine ServiceDesk Plus

OTRS

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives