We performed a comparison between Kayako 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."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"It's stable."
"Incident Management is a good feature."
"The GUI is very good."
"I rate the solution a ten out of ten for scalability."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The product scales up effortlessly and you can easily add users."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"The current MDM is very basic and should be expanded."
"I would like to improve the task management module and analytics."
"I think asset management took a hit recently."
"The self-service feature for end users and the knowledge base need to be improved."
"The UI for the app needs improvement."
"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."
"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."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Kayako is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Kayako is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk.
See our list of best Help Desk Software vendors.
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.