Kayako vs ManageEngine ServiceDesk Plus comparison

Why PeerSpot?

Kayako and ManageEngine are both solutions in the Help Desk Software category. Kayako is ranked #48, while ManageEngine is ranked #5 with an average rating of 8.4. Additionally, 100% of Kayako users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

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Executive Summary

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, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: October 2026).

Buyer's Guide

Help Desk Software

October 2026

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Helped 920,223 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer1712472

Operations and Support Manager at a consultancy with 501-1,000 employees

Flexible, straightforward implementation, and helpful support

We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight out of ten.

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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I would recommend using this product; it is very useful, we can automate anything through it, there is much flexibility, and it provides a robust mechanism, which is good."

"With IQ Bot, we can now include cognitive automation into our process. The cognitive document processing is pretty good with IQ Bot."

"The return on investment we see from Automation Anywhere is significant; particularly, the FTE savings represent a big return."

"It saves time."

"Overall, this is a great tool because it's easy to maintain and it can reduce hiring costs, leading to reduced overall costs in the future."

"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."

"The best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"We found that RPA with additional AI capabilities, such as machine learning and Computer Vision, can enable the organization to augment existing business operations by creating efficiencies and improving the accuracy of data to be processed, without changing too much of the existing system."

More Automation Anywhere pros

"The most valuable feature of Kayako is its flexibility, as we can do anything we want with it, which is nice."

"CMDB as a baseline, incident management, service request management, and license management are valuable features."

"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."

"It's a very user-friendly tool with good performance."

"I like the catalog features and workflow, and I also like the knowledge space."

"ServiceDesk Plus stands out due to its ease of implementation."

"The solution is user-friendly and has all the features we need; it is very effective in its operation."

"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."

"The solution is free for up to five users."

More ManageEngine ServiceDesk Plus pros

Cons

"Giving access to our internal websites was not simple during the initial setup."

"Also, the Master certification should be provided free of cost for partners. More practical samples and examples of bots using new features in A2019 should be available in people Documentation. A2019 presentation material for proposing A2019 as an RPA choice should be provided to partners."

"There is definitely some room for improvement there. It is sort of a hit and miss with their support engineers, you have some really good ones and some that aren't."

"Automation Anywhere's UI is difficult. Its user interface can be improved."

"The setup is complex because there is a lot of customization."

"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."

"Automation Anywhere is unable to connect to the database directly."

"We need more commands for PDF integration to make it more flexible."

More Automation Anywhere cons

"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 CMDB should have correlation capabilities."

"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."

"The product's asset management tool needs improvement."

"They could improve the screens."

"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."

"When I think of improvements the first thing that comes to mind would have to be the active management function."

"The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and manual patching, along with the rigid reporting engine and clunky analytics."

"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"I think it's $5,500 per license."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"It has good licensing costs which are average for the market."

"Time and monetary savings can range from 20 to 90 percent."

"I think the pricing is reasonable, but clients often perceive it as expensive."

"Automation Anywhere is affordable."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"Time-wise: We have saved hundreds of thousands of hours."

More Automation Anywhere pricing and cost advice

"Kayako is a highly affordable solution."

"Cost-wise, we're quite happy."

"The price is much better than other products so pricing is rated an eight out of ten."

"The prices are attractive. Customer can use a subscription if they do not have enough budget."

"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."

"The tool's price is okay and in line with other products, maybe even cheaper than some products."

"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."

"It is not an expensive solution."

"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Outsourcing Company

12%

Construction Company

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	564

No data available

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs Kayako

Compared 28% of the time

ServiceNow vs Kayako

Compared 25% of the time

Hiver vs Kayako

Compared 8% of the time

SCSM vs Kayako

Compared 6% of the time

Clarity SM vs Kayako

Compared 6% of the time

More Kayako Competitors

ServiceNow vs ManageEngine ServiceDesk Plus

Compared 11% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

LiveChat vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

Compared 4% of the time

More ManageEngine ServiceDesk Plus Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download Kayako product report

Buyer's Guide

ManageEngine ServiceDesk Plus

October 2026

Download ManageEngine ServiceDesk Plus product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Kayako

Demo not available

ManageEngine

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Kayako offers an integrated helpdesk solution that aids businesses in managing customer interactions efficiently. Its user-friendly design and robust features cater to various customer service needs.

Kayako transforms customer support by streamlining and organizing interactions across platforms, providing businesses with a cohesive view of customer queries and feedback. It bridges communication gaps by integrating chat, email, and social media responses into a single dashboard. This aligns support teams and enhances customer satisfaction through consistent and timely responses. Its adaptability makes it suitable for startups to large enterprises, allowing scalability and customization according to business demands.

What are Kayako's most valuable features?

Live Chat: Real-time interactions through customizable chat widgets.
Unified Dashboard: Centralized platform for email, chat, and social media.
Customer Insights: Detailed analytics and reporting tools for better decision-making.
Automated Workflows: Streamline repetitive tasks and improve efficiency.

What benefits and ROI should users consider?

Increased Efficiency: Reduce response time with automated and streamlined processes.
Enhanced Customer Experience: Improved satisfaction through personalized support.
Cost Reduction: Optimize support operations and minimize overhead costs.

Kayako is implemented in various industries such as e-commerce, ensuring seamless customer communication through live chat, enabling faster issue resolution. Technology firms use it to manage complex inquiries, while financial services ensure customer privacy and support through secure communication channels. It aligns with industry standards, ensuring compliance and efficient operations.

Kayako

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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