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ManageEngine ServiceDesk Plus MSP is a deeply capable ITSM platform, well-suited for IT teams that need full ITIL alignment, asset management, and change management with audit trails. DeskDay is built from the ground up for MSP agility: AI at every plan, visual canvas automation, customer-facing Teams and mobile apps, and billing tied to your service desk.
ITIL-certified ITSM platform for enterprise IT teams and MSPs: incident, problem, change, and asset management with deep compliance and governance focus; multi-tenant MSP edition available
Modern, chat-first, AI-native PSA for MSPs and IT teams. Helena AI built-in, canvas automation, and multi-channel customer support without the ITSM overhead
IT departments and MSPs operating in compliance-heavy environments that require ITIL disciplines (change management, CMDB, problem management) and detailed audit trails
MSPs and IT teams that want a fast, AI-native service desk with billing, contracts, and modern customer-facing channels, without configuring an ITSM framework from scratch
On-premises and cloud options; significant initial configuration required for ITIL workflows, CMDB, and multi-tenant setup
Same day to a few days with guided onboarding
Steep learning curve as it involves ITSM concepts, ITIL module configuration, and multi-tenant setup, requiring dedicated admin time; certification and training resources available
Clean, modern, speed-focused UI built for fast tech adoption
Standard $13/tech, Professional $27/tech, Enterprise $67/tech; affordable at entry tiers but limited AI
Full AI-native PSA at $59/tech, comparable to ManageEngine Enterprise ($67) but with Helena AI at every plan, canvas automation, and customer-facing Teams and mobile apps from day one
MSP Standard
MSP Professional
MSP Enterprise
Standard Annually
Standard Monthly
Enterprise
ITIL-certified ITSM platform, structured around incident, problem, change, release, and asset management; MSP edition adds multi-tenancy and client billing; strong compliance and governance capabilities
Modern PSA, built for service desk agility, AI-assisted workflows, billing, and customer-facing multi-channel support
Full ITIL v3/v4 alignment from Incident, Problem, Change, Release, Service Catalog, CMDB all available (Enterprise); ideal for compliance-heavy IT environments and audit-trail requirements
Service desk focused on MSP operations; ITIL-style processes supported without enforcing the full ITIL framework overhead
Incident management with SLA tracking, automated assignment, escalation policies, multi-channel intake (email, portal, phone); technician workload balancing; request vs. incident categorization
Chat-first service desk built for speed and adoption with AI copilot, SLA management, automated routing, and multi-channel ticket creation
Multi-tenant MSP console that separates client accounts with individual SLAs, portals, and billing; account-level data isolation; KPI tracking per client
Built for multi-client MSP environments where each client is managed with individual SLAs, billing, and reporting
Full IT asset management and CMDB with hardware/software inventory, asset lifecycle tracking, license management, purchase orders, and vendor management; strong for compliance-driven asset governance
Not a core feature
Full ITIL change management with change requests, CAB (Change Advisory Board) workflows, risk assessment, change calendar, rollback planning (Enterprise only)
Not a core feature
Root cause analysis, problem records tied to incidents, known error database (Enterprise only)
Root cause analysis for each ticket with AI copilot, included from Standard plan
Self-service catalog for employees/clients to request common services with approval workflows (Enterprise only)
Not a core feature
Billing and invoicing module included in Professional and Enterprise; automated billing based on contracts, time entries, and asset usage; integrates with QuickBooks
Full billing and contracts module with QuickBooks and Xero integration.
Project management module available in Enterprise
Built-in project management, easy to use, with tasks, milestones, and project reporting included from Standard plan
Zia AI assistant available on higher tiers, not included in Standard or Professional; no canvas-style visual builder
Helena AI built-in from day one at every plan; no tier upgrade required.
Limited. Zia provides response suggestions, but full AI-powered reply drafting is not a primary feature
AI-powered drafting of ticket replies in real-time
Zia can suggest ticket category and assignment based on content (Enterprise); rule-based routing available on all tiers
AI agent handles triage & dispatch natively; available as an add-on
Not a primary feature
Available & included from Standard plan
Workflow rules for incident and request automation; Business Rules for routing; approval workflow engine; no visual canvas builder
Visual, no-code canvas workflow builder with condition/action-based trigger; included at every plan
No native Teams app for customers to raise or track tickets from within Teams
Custom-branded Teams app for customers
Email, web portal, and phone (via third-party telephony); live chat widget available; no native Teams or Slack integration for customer ticket creation
Email, web, Microsoft Teams, mobile & desktop apps; all included
No dedicated branded customer mobile app
Branded iOS & Android apps for end-users
ManageEngine mobile app for technicians with ticket management, asset scanning, and approvals on the go
Branded iOS & Android apps for techs
Not available
Branded Windows & Mac apps for end-users
Broadcast announcements to users via the self-service portal; no tech-facing announcement feature
Native announcements for techs and customers
CSAT surveys built-in; no dedicated QA scoring or ticket review module
Built-in QA scoring across tickets, projects, and timesheets
Fully branded client portal for each managed account
Fully branded, ready-to-use portal
SSO via SAML 2.0 available; Active Directory integration for technician authentication
Native SSO for techs and customers (OIDC / SAML 2.0 / JIT)
Rich ITSM reporting with incident trends, SLA compliance, asset lifecycle, technician utilization, and client billing summaries; advanced analytics on Enterprise tier
Real-time dashboards, QA scoring, SLA insights
ManageEngine SDP MSP can be deployed on-premise or in cloud; important for data-sovereignty requirements
Cloud-only
24/7 live rep support and chat; phone and email support; large knowledge base and community
Direct chat and email support
Significant initial configuration time for ITIL modules, multi-tenant setup, and CMDB; on-premise deployments require IT infrastructure
Guided, self-serve, same-day/week possible
Steady enterprise release cycle
Continuous, feedback-driven updates
