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ManageEngine ServiceDesk Plus vs TeamSupport comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
662
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
TeamSupport
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Mostafiz Miah - PeerSpot reviewer
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.
it_user1343835 - PeerSpot reviewer
Manager at a computer software company with 501-1,000 employees
Stable, easy to install, and cost effective, but it needs better integration and data management
It needs better integration with other tools like Jira. Better reporting and better data management are also needed. I believe the way they're structured is the flat file. So it'd be better if they actually used a database for the data storage, and a more robust portal. I would like more flexible reporting.

Quotes from Members

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

Pros

"We have had a lot of success using Automation Anywhere products and we've actually built a few solutions that were done on the EY cloud, which are offered to clients as a managed service."
"There are things that used to take us a lot of time, like manual entries or HR queries, but now that the bots are in place, we are saving a lot of time."
"Simply tagging variables used in the bot, can provide automated real-time dashboards that are presentable to management showing them a complete view of how the bots are performing."
"Automation Anywhere has eliminated the manual intervention from us by automating the entire onboarding process and the checking on the new suppliers and tour operators."
"The ease of use is its most valuable feature."
"The tool is now more stable, with more opportunities and new commands, like recording for the UI or advanced Excel features."
"The overall usefulness of Automation Anywhere is the most valuable aspect of the solution."
"The most valuable features are ease of use and deployment."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"This product is our helpdesk solution and we use it for call logging and management."
"The strength is its pricing. It is easy to use."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"Service Catalog and Project Management are awesome features, and customers love them because they are easy to use, simple to install, and we set them up quickly too."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"It is more flexible than our current solution."
"Absolutely, we have seen a return on our investment."
"The two most valuable features are the portal and reporting."
 

Cons

"Regarding the UI, once you're in some of the screens there are fixed dialogues. They are a set size, so there's a lot of horizontal scrolls and vertical scrolls."
"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."
"There are areas of improvement needed, such as complex decision-making skills. When updates are made, the IQ Bot's actions can be affected, leading to decision-making failures."
"We had several issues when trying to connect the different components, due to our firewalls. They were eventually solved by our internal IT and the AA technical team."
"The version that we are using has been difficult for us to code."
"Having better documentation that is more openly available would help. Often, it feels necessary to contact someone or search for documentation that is stored behind a login or in another location. It would be beneficial to have one centralized place for everything."
"Web automation capability needs to be improved."
"The conversion time of invoices to JSON File should take less time using AA2019 IQBot, the report file creation feature should be added into IQ Bot A2019."
"Offers very limited customizations."
"Support needs a serious attention. Getting any help is next to impossible."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"As a partner, their technical support can respond better to the tickets."
"Its reporting could be improved."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues."
"It's a very cost-effective solution, but it's not robust."
"It needs better integration with other tools like Jira."
"Yes. Major system issues and outages during our implementation."
 

Pricing and Cost Advice

"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"It is not cheap, but we are able to get an ROI."
"As our team size increases, we may get some more licenses for the tool."
"If you are looking into Automation Anywhere, get the Community Edition and play with it."
"We purchase on a bot basis. Our costs are approximately $5,000."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"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."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"It is not an expensive solution."
"Pricing can always be improved and made more affordable."
"The price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Financial Services Firm
13%
Manufacturing Company
10%
Comms Service Provider
9%
Outsourcing Company
10%
Construction Company
9%
Manufacturing Company
8%
Healthcare Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business158
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
No data available
 

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...
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...
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.
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...
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 ...
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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Also Known As

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

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. TeamSupport and other solutions. Updated: September 2026.
912,069 professionals have used our research since 2012.