ManageEngine ServiceDesk Plus vs Request Tracker

Choosing between ManageEngine ServiceDesk Plus and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

ITSMOn-premiseAffordableOpen-sourcePerlLegacy

When to choose ManageEngine ServiceDesk Plus

  • Affordable ITSM
  • On-premise options

When to choose Request Tracker

  • Open-source
  • Battle-tested enterprise tool
  • Highly customizable

Key differences between ManageEngine ServiceDesk Plus and Request Tracker

FactorManageEngine ServiceDesk PlusRequest Tracker
Best fitIT and internal service teamsIT and internal service teams
Starting priceFrom $10/agent/moFree plan / low-cost entry
G2-style rating4.2/54/5
Main focusITSM workflows, service requests, and asset-related supportITSM workflows, service requests, and asset-related support
Categoryitsmfree, itsm

ManageEngine ServiceDesk Plus limitations

  • UI feels very legacy
  • Complex upgrades

Request Tracker limitations

  • Very dated UI
  • Requires Perl knowledge
  • Steep setup

Switching from ManageEngine ServiceDesk Plus to Request Tracker or the other way around?

Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.

Plan a migration

Related comparisons

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