# Compare Web Help Desk vs ManageEngine ServiceDesk Plus 2026 | Capterra

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

Source: https://www.capterra.com/compare/179421-179501/Web-Help-Desk-vs-ManageEngine-Service-Desk-Plus

---

# ManageEngine ServiceDesk Plus vs Web Help Desk Features and Cost Comparison

Last updated March 13th, 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:

ManageEngine ServiceDesk PlusWeb Help Desk2/4 selected

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

[Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/)[4.1 (123)](https://www.capterra.com/p/179421/Web-Help-Desk/reviews/)

[## ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (227)](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 [227 reviews](#user-reviews)

Positive

204

Neutral

15

Negative

8

[## Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/)[4.1 (123)](https://www.capterra.com/p/179421/Web-Help-Desk/reviews/)

Starting Price

$753.00one time

Value-for-Money

4.1

Functionality

3.9

Ease of Use

4.1

Customer Service

4.1

Reviews Sentiment

LK

MO

Based on [123 reviews](#user-reviews)

Positive

100

Neutral

17

Negative

6

## Summary

* * *

Key features rated by users

Features selected based on 4,284 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

80%Fit

High performer

Feature ratings

Ticket Management

4.7

Real-Time Notifications

4.5

Customizable Fields

4.4

Third-Party Integrations

3.9

Prioritization

4.7

\--%Fit

Missing features

Feature ratings

Ticket Management

4.3

Real-Time Notifications

NA

Customizable Fields

NA

Third-Party Integrations

NA

Prioritization

NA

User satisfaction

User satisfaction

4.4

User reviews[227](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

User satisfaction

4.1

User reviews[123](https://www.capterra.com/p/179421/Web-Help-Desk/reviews/)

Ease of use

4.1

Functionality

3.9

Value for money

4.1

Customer support

4.1

Price starts from

Price starts from

$16Per User, Per Month

-   Free version
-   Free trial

Price starts from

$753Flat Rate, One Time

-   Free version
-   Free trial

Best for

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.

Best for

IT Admins, Help Desk Technicians, Service Desk Technicians, Technical Support

## User reviews

Pros & cons

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..."

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

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)

Melih Ç.

Team Leader

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

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

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)

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)

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..."

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

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)

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)

JN

Joshua N.

Applications Specialist

> "It does the job and helps us as an office support our retail stores and staff members with any questions and queries."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6346360)

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)

JN

Joshua N.

Applications Specialist

> "Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6346360)

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)

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)

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)

CW

Callum W.

IT System Engineer

> "The actual improvement and efficiency of the ticket management is fantastic and super easy to use."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___7118816)

VR

Verified Reviewer

Systems Engineer

> "Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and..."

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___2119402)

AR

Adam R.

Sever Analyst

> "It is very easy to use and the customisation options for how you want it to look on your browser makes things easier to layout"

[See full review](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#Capterra___6835234)

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/)

LK

Liam K.

CMO

> "Getting reports, wich is important for us, is easy and they are quite complex and complete."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___6305235)

PM

Phillip M.

ICT Support Officer

> "The platform would regularly fail back to the main ticket page when trying to switch to the assets tab, or when saving a note or email response,..."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___5013681)

MNO

Mohammad Naseer O.

IT manager

> "We have a big organization with more than 60000 staff working and we use this software to recieve issues from customers and to solve it immediately"

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___4169147)

BA

Betsy A.

IT Support Services

> "We had a few issues customer-service-wise (not me personally, but co-workers had said they did), and the issue with duplicates in the asset tracking..."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___3734282)

BG

Bracia G.

Cashier

> "is it helps me and my team when accessing the world to solve management problems for the company."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___6058033)

FSA

Fil Sammy A.

IT

> "Asset management and customer support is where we ran into the some issues."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___3849662)

JG

Josephine G.

IT-Support

> "As a helpdesk, this ticketing system is good tracker and documentation."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___6047512)

VR

Verified Reviewer

Implementation & Support Specialist

> "I did not use this tool as an administrator, so I am not familiar with its cons, only used for ticket management."

[See full review](https://www.capterra.com/p/179421/Web-Help-Desk/#Capterra___2523150)

[View Reviews](https://www.capterra.com/p/179421/Web-Help-Desk/reviews/)

## User interface

4.41 (227)

[Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/)

4.14 (123)

## 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

ManageEngine ServiceDesk Plus

Top features

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
-   Process/Workflow Automation
-   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 Management

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

Web Help Desk

13/36

-   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
-   Process/Workflow Automation
-   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 Management

[See all features](https://www.capterra.com/p/179421/Web-Help-Desk/#features)

### Recognition

No recognitions have been awarded to ManageEngine ServiceDesk Plus

No recognitions have been awarded to Web Help Desk

### Deployment & support

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

Web Help Desk

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

ManageEngine ServiceDesk Plus

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

Web Help Desk

-   By SolarWinds
-   Located in United States
-   Founded in 1999

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