Agiloft Service Desk Suite and ManageEngine ServiceDesk Plus compete in the IT service management category. Agiloft is advantageous in customer support and pricing, while ManageEngine holds an edge due to its more comprehensive features.
Features: Agiloft Service Desk Suite includes customizable workflows, robust automation tools, and flexible pricing. ManageEngine ServiceDesk Plus provides comprehensive ITSM capabilities, asset management, and project management. ManageEngine's feature set can offer greater value for organizations seeking an all-in-one solution.
Ease of Deployment and Customer Service: Agiloft supports cloud-based deployment with a focus on customer service, offering extensive support and training. ManageEngine ServiceDesk Plus provides both cloud and on-premises deployment, known for reliable customer service with fewer training resources. Agiloft's deployment ease and superior support are appealing to those needing quick implementation.
Pricing and ROI: Agiloft Service Desk Suite generally has lower setup costs and favorable ROI due to flexible pricing and low-cost customizability. ManageEngine ServiceDesk Plus may incur higher initial costs because of extensive features but offers long-term ROI for businesses requiring full-spectrum ITSM solutions. Agiloft is more economical, whereas ManageEngine's features can represent a worthwhile investment for extensive service requirements.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| Agiloft Service Desk Suite | 0.7% |
| Other | 94.2% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
Top rated by analysts and users
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
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What Makes Us Different
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
