We performed a comparison between ManageEngine ServiceDesk Plus and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It ensures the tracking of all costs for end-user issues."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The solution overall has been quite stable."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Incident Management is a good feature."
"It's stable."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"The solution does not have an automated approach to integration with other ManageEngine products."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"I would like to improve the task management module and analytics."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The UI for the app needs improvement."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice and Zoho Desk, whereas SymphonyAI IT Service Management is most compared with ServiceNow, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our ManageEngine ServiceDesk Plus vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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