ManageEngine ServiceDesk Plus vs SmartSuite Enterprise Service Desk
ManageEngine ServiceDesk Plus
manageengine.comSmartSuite Enterprise Service Desk
smartsuite.comSide by side
| Figure | ManageEngine ServiceDesk Plus | SmartSuite Enterprise Service Desk |
|---|---|---|
| Price from | $10/mo | $15/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 9 | 7 |
| Spec score · IT SLA Management Software | 8.9 (#12) | 8.6 (#15) |
| Integrations | Native integrations include Endpoint Central, Patch Manager Plus, Remote Access Plus, Vulnerability Manager Plus, Microsoft Intune, Configuration Manager, Microsoft 365, Active Directory, Entra ID, Zoho Assist, EventLog Analyzer and Log360. | SmartSuite lists native connections for Salesforce, Gmail, Intercom, Google Drive, Google Sheets, Slack, Jira Cloud, Box, HubSpot, Google Maps, Twilio, Dropbox, Microsoft Teams, OneDrive, Outlook and Google Calendar. |
| Licence | ServiceDesk Plus is proprietary licensed software rather than open source; the EULA prohibits modification, reverse engineering and redistribution and restricts an installation to one server. | The terms grant a non-exclusive, non-transferable right to use the hosted service during the subscription term and identify SmartSuite technology as proprietary. |
| Rating on Capterra | 4.4 out of 5 from 234 reviews | 5.0 out of 5 from 26 reviews |
| Rating on G2 | 4.2 out of 5 from 253 reviews | 4.6 out of 5 from 90 reviews |
| Rating on GetApp | 4.4 out of 5 from 234 reviews | 5.0 out of 5 from 26 reviews |
| Rating on Trustpilot | 3.2 out of 5 from 15 reviews | 2.9 out of 5 from 2 reviews |
| Rating on TrustRadius | 9.2 out of 10 from 142 reviews | 10 out of 10 from 20 reviews |
| Security controls | Security documentation states SAML 2.0 SSO, HTTPS and SSL transport, token-authenticated mobile connections, input filtering against SQL injection and XSS, role-based access, audit trails, brute-force/DoS detection and encrypted failover replication. | Enterprise security features include role-based permissions, SSO, two-factor authentication, IP allowlisting, session management, audit history and DLP API integration. |
| What it does | ServiceDesk Plus combines IT service management, IT asset management, CMDB and enterprise service management for departments such as HR, facilities and finance, with cloud and on-premises deployment. | SmartSuite is a connected work platform for IT service management, incident response, service requests, asset management and operational workflows. |
Plans
ManageEngine ServiceDesk Plus
- Standard$13 a month
- Professional$27 a month
- Enterprise$67 a month
- Standard Cloud$10 a month
- Professional Cloud$21 a month
- Enterprise Cloud$50 a month
- Standard On-premises$120 a month
- Professional On-premises$248 a month
- Enterprise On-premises$598 a month
SmartSuite Enterprise Service Desk
- Team$15 a month
- Team$15 a month
- Professional$32 a month
- Professional$32 a month
- EnterprisePriced on request
- EnterprisePriced on request
- SignaturePriced on request
In their own words
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT help desk product with a free plan and a 30-day trial. Its feature set includes SLA management, a knowledge base, approval workflows, an employee portal, single sign-on, and IT asset management. The paid plans separate core help desk use from broader management needs: Standard is $13 a month, billed monthly, for IT help desk work; Professional is $27 a month, billed monthly, and adds asset management; Enterprise is $67 a month, billed monthly, and includes change management and projects alongside the help desk and asset management. The product is available on Android, iOS, Linux, macOS, web, and Windows, with mobile apps listed. That combination gives teams a way to compare the included service and asset capabilities against their plan requirements while accounting for access across desktop and mobile platforms.
SmartSuite Enterprise Service Desk
SmartSuite Enterprise Service Desk brings HR, Facilities, Finance, Legal/Compliance and other internal services into one employee service experience. Employees can submit structured requests through a portal, see status and receive notifications. Teams can route requests by category, automate triage, apply conditional rules and manage multi-step approvals with decision logs and comments. SLA and OLA timers, escalation workflows, backlog dashboards and service trend reporting support service oversight. Forms, workflows, routing rules, dashboards and SLA models can be configured without engineering; optional AI Assist classifies and summarizes requests. Governance features include role-based access, audit trails, decision history and version history. Integrations include Slack, Microsoft Teams, Twilio, Outlook Email, Google Meet, Jira Cloud and HubSpot, plus Zapier, Make, Ply and Relay connectors. The REST API retrieves, reads, updates and deletes solution data, while webhooks deliver events to external systems. SmartSuite says SOC 2 Type II compliance and ISO 27001 certification apply to every plan. The service is cloud-deployed, with paid plans from $15/user/mo billed annually and a 14-day trial.