We performed a comparison between Agiloft Service Desk Suite and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"The management of this application is good."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"It's very easy to customize the tool to your business needs."
"The solution overall has been quite stable."
"It ensures the tracking of all costs for end-user issues."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The documentation could be improved."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Offers very limited customizations."
"The service delivery could be improved."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"The product's asset management tool needs improvement."
"The current MDM is very basic and should be expanded."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
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Agiloft Service Desk Suite is ranked 40th in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Agiloft Service Desk Suite is rated 9.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk.
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