# Compare Intercom vs ManageEngine ServiceDesk Plus 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Intercom and ManageEngine ServiceDesk Plus based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/134347-179501/Intercom-vs-ManageEngine-Service-Desk-Plus

---

# Intercom vs ManageEngine ServiceDesk Plus Features and Cost Comparison

Last updated May 28th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

IntercomManageEngine ServiceDesk Plus2/4 selected

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

[## Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

Starting Price

$39.00/month

Value-for-Money

4

Functionality

4.4

Ease of Use

4.4

Customer Service

4.3

Reviews Sentiment

Based on [1,134 reviews](#user-reviews)

Positive

1,024

Neutral

74

Negative

36

[## ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Starting Price

$16.00/month

Value-for-Money

4.3

Functionality

4.4

Ease of Use

4.3

Customer Service

4.2

Reviews Sentiment

Based on [233 reviews](#user-reviews)

Positive

210

Neutral

15

Negative

8

## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 4,309 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

77%Fit

High performer

Feature ratings

Ticket Management

4.2

Real-Time Notifications

4.4

Customizable Fields

4.8

Third-Party Integrations

3.7

Performance Metrics

4.0

70%Fit

Not enough reviews

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.3

Customizable Fields

4.4

Third-Party Integrations

3.9

Performance Metrics

\--

User satisfaction

User satisfaction

4.5

User reviews[1,134](https://www.capterra.com/p/134347/Intercom/reviews/)

Ease of use

4.4

Functionality

4.4

Value for money

4.0

Customer support

4.3

User satisfaction

4.4

User reviews[233](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

Ease of use

4.3

Functionality

4.4

Value for money

4.3

Customer support

4.2

Price starts from

Price starts from

$39Per User, Per Month

-   Free version
-   Free trial

Price starts from

$16Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Intercom is used by customer service departments, support teams, customer experience managers, and businesses with high-volume customer inquiries.

Best for

ServiceDesk Plus can be used by SMBs and enterprises alike. It's a region and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.

## User reviews

Pros & cons

DAVIS O.

Customer Support Team Lead.

> "The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877432)

Rael D.

Head of Support

> "Our support team has established operating hours, and so if someone works outside of those hours, we don't want to give our customers the..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6873188)

CM

Christopher M.

Content Marketer

> "I also like the ability to tag customers who report bugs or request features and send them an update email when we push a release that matches..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084)

AZ

Anastasia Z.

Customer Support Manager

> "at the moment there is no solution to register a japanese phone number because of the inflexibility of the provider. why hasn't a new provider..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6852377)

GM

Gustavo M.

Manager

> "What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6537958)

RG

Rafael G.

Analyst

> "Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510040)

AA

Aditya A.

Customer Service Representative

> "I like the live chat in Intercom, which allows me to respond to customer queries in real time and see their details in one spot."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6780595)

AH

Anna H.

Litigation consulting

> "It may be hard to substantiate using if you are a small business considering the cost."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7074823)

Sofia B.

Head of Customer Success

> "From transparent, clear pricing to a sleek product that feels native to our app (even though we haven’t fully leveraged it) they are, in my..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496)

SS

Steve S.

Customer Service Platform Manager

> "We've switched from Zendesk so there a couple of things that Intercom hasn't quite caught up to speed with Zendesk for like nested attributes,..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6793708)

Victor D.

Support, Analyst, QA

> "The customisation options, workflows/rules and the integrations truly help to make Intercom your own."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6876294)

RM

Rick M.

Account Manager

> "The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6551924)

Marc G.

Director

> "Fin can handle complex customer queries using natural language, significantly reducing the workload on support teams."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6882349)

NW

Nolan W.

Head of Sales

> "As a result, if there isn't an established practice, Support requests can be marked as Spam, which drives down our NPS."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391)

AP

Aleksandra P.

Marketing Specialist

> "What I really enjoy about Intercom is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6720224)

JL

Jason L.

software engineer

> "the fee for intercom is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool"

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6695223)

TA

Tim A.

Strategic Operations Director

> "We see better engagement and quicker resolution times when providers or partners need clarification especially as it relates to dosing..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6850466)

DK

Deniz K.

Senior Manager Customer Care

> "It does require a lot of fine tunning to get a report you wish to have and that's very limiting."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146)

Carrie B.

Workforce Analyst

> "Intercom was easy to navigate from the end user standpoint, and it was easy overall to monitor from the WFM RTA perspective."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7078878)

CC

Cyrus C.

Creative Content Manager

> "Intercom is a very well made tool with lots of capabilities, but we often found it just set us up for failure as our customers would be upset..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6758748)

SB

Samuel B.

CTO

> "It allows us to automate personalized messages, making our interactions feel more human while saving time."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510694)

HT

Haruki T.

Sr. ADR

> "While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6662231)

IW

Isla W.

Customer Support Lead

> "It really helps our team stay organised and respond faster."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7129060)

MA

Mark A.

CTO

> "Email Sales Ninja back pointing out we clearly didn't ask for all the minimum commitments on pay as you go messages."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856)

DK

Deniz K.

Senior Manager Customer Care

> "Love Intercom, apart from the reports the ease to optimise Fin, help articles and workflows is great."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146)

MA

Mark A.

CTO

> "Changing support systems is hard, so think long and hard if you're willing to deal with a commission obsessed sales team."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856)

SON

Sheila Olivia N.

International Relations Officer

> "I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier"

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6446602)

VD

Veronica D.

Administrator

> "One thing I dont like much is the fact that you cant block team mates from closing messages."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6763493)

XB

Xenia B.

Marketing Manager

> "The variety of tools, the easy creation/navigation/use of segments, the customer service and how easy it is to find answers to any questions..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6845929)

VR

Verified Reviewer

Software QA Manager

> "It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5048752)

HR

Henrik R.

IT and support

> "Intercom’s AI functionality is truly impressive — it makes customer interactions smarter and more efficient right out of the box."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224)

AS

Arjan S.

CEO

> "I feel its a bit too expensive for early stage companies although they offer a generous discount."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6593194)

SE

Sean E.

Client Services Manager

> "It also enables us to use AI to give tailored automatic responses to requests."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011)

MA

Mark A.

CTO

> "Working with the sales team is like walking onto a used car lot in a shady part of town."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856)

JM

Joseph M.

Customer Concierge

> "Messaging is very secured that only the intended recipients can open the messages."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7014862)

SE

Sean E.

Client Services Manager

> "It can take quite a long time to get to grips with all the features and to use the software correctly."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011)

Pedro A.

Marketing & Growth Ops

> "Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5073115)

VR

Verified Reviewer

Support manager

> "The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5072804)

CM

Christopher M.

Content Marketer

> "I like the ability to save standard messages for various repeated support chats."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084)

IR

Igor R.

Customer Success Team Leader

> "Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243)

HR

Henrik R.

IT and support

> "The intuitive interface allows for complex automation without requiring deep technical knowledge, which is a huge plus."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224)

Joseph P.

Marketing Manager

> "Can be a bit pricey when you have a very small team"

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6493819)

JM

Jessica M.

Customer Service

> "Intercom has been an indispensable tool for managing our customer relationships and helping them grow."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928)

EA

Elise A.

Patient Navigator

> "Another downside is how overwhelming and difficult it can be to begin using."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6570892)

NW

Nolan W.

Head of Sales

> "It solves the main need of our business, which is to provide continued and fast support for our users."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391)

VR

Verified Reviewer

Software Engineer

> "However, they can work on improving their customer service, as when I got stuck in installation/setup, their replies to the tickets were quite..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4366983)

EG

Emma G.

Head of Implementation

> "Intercom has allowed us to provide best in class support to our customers with ease."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6772788)

AM

Allison M.

Director of Training

> "Pricing structure is very challenging to understand."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6431171)

Lillian G.

Human Resources Generalist

> "Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4962721)

DM

Dale M.

Head of Product

> "Features are gated in a way that means you can't make a gradual increase as your customer base grows."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313)

Rahul B.

Cofounder/CTO

> "Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4987732)

DC

David C.

Vice President

> "It is quite expensive very others competitors out there"

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6539563)

JM

Jessica M.

Customer Service

> "It has allowed us to build a more personalized and engaging experience for our customers."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928)

DM

Dale M.

Head of Product

> "Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313)

Sofia B.

Head of Customer Success

> "Their AI tools and help center features are excellent, and everything feels incredibly intuitive."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496)

AW

Allison W.

Head of Customer Success

> "The Jira integration doesn't give enough visibility into what's happening in Jira as well."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6220986)

SE

Serena E.

Customer Support Manager

> "I love the rephrase AI options on conversations."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6865397)

VR

Verified Reviewer

Associate Product Manager

> "They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6190648)

MA

Marie A.

Customer Support Agent

> "The intercom has enabled us to manage more customer conversations better."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843215)

IR

Igor R.

Customer Success Team Leader

> "Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243)

MH

Michelle H.

Senior Project Manager

> "Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6008102)

Dylan C.

Software Developer

> "The main issue we had with Intercom was that the pricing was a little steep, especially as a small business."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6087601)

VR

Verified Reviewer

CTO and General Manager

> "Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6033702)

Emma B.

Senior Director Product Marketing

> "In addition to the holdup, additional issues have slowed down the operation of the customer support team."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4979129)

NW

Nolan W.

Head of Sales

> "It's incredibly easy to integrate directly into our product, and customers love and cite our rapid response time as one of the best features of..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391)

IR

Igor R.

Customer Success Team Leader

> "Specifically, the customer engagement options are either limited or not functioning properly."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243)

VR

Verified Reviewer

Patient Care Advocate

> "The AI co-pilot is also very handy making us handle fewer chats."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6632707)

VR

Verified Reviewer

CEO

> "You need to pay for many features (in our case Survey add-on) and even then, they don't give you a full feature that you paid for but a limited..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___3725865)

VR

Verified Reviewer

Director

> "Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6024164)

VR

Verified Reviewer

Support manager

> "During major outages, which are far from uncommon, it is impossible to reach anyone."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5072804)

RD

Rebecca D.

Alpha Advisor

> "We're also very happy with how it integrates with our other systems."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6878581)

MA

Mark A.

CTO

> "Me: Hey, you sent the wrong thing."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856)

MV

Mickey V.

Financial Controller

> "It provides vastly more integrations like "Tours" which allows for hight acquisition rates and revenue."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6097816)

VR

Verified Reviewer

Operations Supervisor

> "The software remains down and it is very difficult to access the platforms, and although the network connection works, the platform does not..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4468928)

SnT

Sónia T.

HR Specialist

> "It is very good for dealing with live tickets as it allows you to distribute tickets to several people in the company."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5098011)

LM

Lukas M.

B2B SaaS consultant

> "The worst part is the buying process—many calls with sales guys who you have to tell the same story again. If you are a startup, try to go with..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4650764)

EA

Elise A.

Patient Navigator

> "I have found it difficult to get the hang of in the beginning, but with practice it gets easier, and I'm finding more and more features I..."

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6570892)

SG

Shawn G.

Manager, Digital Customer Experience

> "First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the..."

[See full review](https://www.capterra.com/p/134347/Intercom/#SoftwareAdvice___4848472)

AZ

Anastasia Z.

Customer Support Manager

> "efficient, fast, customizable"

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6852377)

MV

Michael V.

Manager

> "We were sold all the bells and whistles, but there was no onboarding help or assistance. "

[See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6139375)

[View Reviews](https://www.capterra.com/p/134347/Intercom/reviews/)

EL

Edier L.

Network administrator

> "The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets,..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507)

Jeff B.

System Administrator

> "The only thing I don't care for are ALL the options that can be done to customize the software for your organization. "

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7175290)

CM

Craig M.

It infrastructure engineer

> "It has been a reliable platform for managing service requests and operational support, helping teams stay organized and maintain high service..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7170710)

YK

Yurii K.

Technical Support Specialist

> "Maintenance of Linux based version could be a problem if your team is mostly Windows specialist."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019)

Kit L.

IT Support Engineer

> "Clean customisable UI, great integration with other products by manageengine, regular updates and features make the product enjoyable."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7150962)

RV

Robert V.

IT Manager

> "The customization of templates is a but difficult to understand how the layout works."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

Austin E.

CTO

> "Great ticketing system that has a lot of customizable features and ways to import emails into actionable items"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7102463)

IP

ISHWARI P.

Trainee

> "Mobile app limitations lack some features from the desktop version."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6779077)

CQ

Connor Q.

IT Team Lead

> "Back-end automation and custom triggers allow for powerful workflows catered to specific and niche requirements"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7114581)

RV

Robert V.

IT Manager

> "Some fields are not available for reporting such as the description."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6765592)

AV

Ahmet V.

System Network and İnformation Sec Manager

> "The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

MS

Manuel S.

Engineer TI Sr.

> "It does not maintain an integration with Microsoft applications."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6396780)

Melih Ç.

Team Leader

> "It has many integration capabilities which is very important for changed customer environments and templates for Incidents/Requests are very..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

VR

Verified Reviewer

IT Manager

> "there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4605698)

EL

Edier L.

Network administrator

> "We don't use all the options available for deployment but is good to know there are there in case the company situation change."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7131507)

Harry S.

Systems & Digital Marketing Administrator

> "Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4236551)

Melih Ç.

Team Leader

> "I like ServiceDesk Plus as an ITSM tool and because its modules can be aligned according to its licencing, it helps customers' wallet thin."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6649143)

BS

Boyang S.

Junior Data Integration Developer

> "For a comprehensive ITSM solution, it can be quite pricey."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___4636210)

YK

Yurii K.

Technical Support Specialist

> "ManageEngine ServiceDesk Plus is a great tool for teams of any size."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7128019)

GV

Gerardo V.

Product Manager

> "The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3525766)

AV

Ahmet V.

System Network and İnformation Sec Manager

> "Furthermore, its detailed reporting capabilities make it much easier to measure and improve processes."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7054372)

MT

Michael T.

Service Delivery Manager

> "Lacks some configurability and isn't as flexible as top-tier products like ServiceNow"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___3338320)

Justin G.

Director of IT

> "ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6647491)

AW

Andrew W.

Radpro

> "The only feature that is missing is the ability to turn back time."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2560011)

[View Reviews](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

## User interface

4.50 (1,134)

4.40 (233)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Intercom

Top features

33/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/134347/Intercom/#features)

ManageEngine ServiceDesk Plus

28/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#features)

### Recognition

Intercom is recognized as a top-rated tool in 4 Capterra Shortlist reports

ManageEngine ServiceDesk Plus is recognized as a top-rated tool in 4 Capterra Shortlist reports

### Deployment & support

Intercom

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

ManageEngine ServiceDesk Plus

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Intercom

-   By Fin
-   Located in United States
-   Founded in 2011

ManageEngine ServiceDesk Plus

-   By ManageEngine
-   Located in United States
-   Founded in 1996

## Popular Comparisons

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,790)](https://www.capterra.com/p/61368/Salesforce/reviews/)

$39/month

Price

$25/month

4.4

Features

4.4

4.4

Ease of Use

4.0

[View full comparison](https://www.capterra.com/compare/61368-134347/Salesforce-vs-Intercom)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$16/month

Price

$19/month

4.4

Features

4.3

4.3

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-179501/Freshdesk-vs-ManageEngine-Service-Desk-Plus)

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$39/month

Price

$115/month

4.4

Features

4.4

4.4

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/134347-164283/Intercom-vs-Zendesk)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$16/month

Price

$115/month

4.4

Features

4.4

4.3

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/164283-179501/Zendesk-vs-ManageEngine-Service-Desk-Plus)

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$39/month

Price

$15/month

4.4

Features

4.6

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-134347/LiveAgent-vs-Intercom)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/)

$16/month

Price

R$35/month

4.4

Features

4.7

4.3

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/179501-202528/ManageEngine-Service-Desk-Plus-vs-Milvus)

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$39/month

Price

$19/month

4.4

Features

4.3

4.4

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-134347/Freshdesk-vs-Intercom)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$16/month

Price

$15/month

4.4

Features

4.6

4.3

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-179501/LiveAgent-vs-ManageEngine-Service-Desk-Plus)

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/)

$39/month

Price

$25/month

4.4

Features

4.5

4.4

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-134347/LiveChat-vs-Intercom)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/)

$16/month

Price

$19/month

4.4

Features

4.3

4.3

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus)

[Intercom](https://www.capterra.com/p/134347/Intercom/)[4.50 (1,134)](https://www.capterra.com/p/134347/Intercom/reviews/)

vs

[Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/)

$39/month

Price

$0/month

4.4

Features

4.6

4.4

Ease of Use

4.7

[View full comparison](https://www.capterra.com/compare/134347-144040/Intercom-vs-Tidio-Chat)

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

$16/month

Price

$20/month

4.4

Features

4.5

4.3

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/169505-179501/Zoho-Desk-vs-ManageEngine-Service-Desk-Plus)