ManageEngine ServiceDesk Plus vs TeamSupport comparison

Why PeerSpot?

ManageEngine and TeamSupport are both solutions in the Help Desk Software category. ManageEngine is ranked #4 with an average rating of 8.3, while TeamSupport is ranked #34. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 100% of TeamSupport users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ManageEngine ServiceDesk Plus and TeamSupport compete in IT service management and customer support. ManageEngine has the upper hand in pricing and support, while TeamSupport offers advanced features deemed worth the extra cost.

Features: ManageEngine ServiceDesk Plus includes incident management, asset tracking, and workflow automation. TeamSupport features collaboration tools, extensive customer databases, and multi-departmental linkages.

Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus offers a straightforward deployment and comprehensive support. TeamSupport provides scalable deployment for complex environments and strong customer service for trouble-free advanced setups.

Pricing and ROI: ManageEngine ServiceDesk Plus is cost-effective with an excellent ROI through affordable pricing for essential IT support features. TeamSupport commands a higher price but offers significant ROI for comprehensive customer relationship management solutions.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. TeamSupport Report (Updated: September 2026).

Buyer's Guide

ManageEngine ServiceDesk Plus vs. TeamSupport

September 2026

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Helped 913,422 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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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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it_user1343835

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.

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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

"The tool is very easy to use and mostly user-friendly. I like that when using it I don't need much expertise."

"The most valuable feature, which was launched last year, is Automation Co-Pilot. Microsoft has a co-pilot, but it's only for Word, Excel, Outlook, and PowerPoint. But Automation Anywhere offers a co-pilot that is suitable for Salesforce, Genesys, Atlassian, and other contact center and standard applications. This is a game-changing feature for Automation Anywhere..."

"It is a great company with a great product and support."

"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."

"We were able to demonstrate that this application can do wonders for the organization, help us to digitally transform the way we're working, and introduce a new way of working to any organization."

"The best feature is the Capture action. If we want to capture the whole process, we can do it in a single shot."

"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."

"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."

More Automation Anywhere pros

"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."

"Initially, mistakes took four hours time, now they can be completed in one to two hours."

"The solution is interactive and flexible so engineers find it much easier to work with than other tools."

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

"We now have good visibility of our entire information system."

"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."

"It's very easy to customize the tool to your business needs."

"ManageEngine ServiceDesk Plus is definitely worth it; we have seen a return on our investment."

More ManageEngine ServiceDesk Plus pros

"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

"The AA portal should not give us pop-ups every time a bot agent is updated."

"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."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"I would like to see improvement in its scalability."

"Automation Anywhere should have more Excel-related functionality."

"Debugging can be particularly tricky; identifying the exact reasons for bot failures can be time-consuming."

"When they develop the product, they don't always provide all the necessary details that a customer needs to implement the product."

"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."

More Automation Anywhere cons

"Lacks some flexibility in the configuration of workflows."

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

"The licensing model should be more flexible."

"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."

"The interface is not the best. The user interface could be more intuitive."

"Improvement is needed in the Software Assets Management functionality."

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

"We are deciding to cancel this product and move to Jira because Jira is a much better solution."

More ManageEngine ServiceDesk Plus cons

"Yes. Major system issues and outages during our implementation."

"It's a very cost-effective solution, but it's not robust."

"It needs better integration with other tools like Jira."

Pricing and Cost Advice

"Our annual licensing costs are about $500,000."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"The cost can be reduced a little for users."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"Currently, it stands as one of the more expensive RPA tools available."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

More Automation Anywhere pricing and cost advice

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."

"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."

"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."

"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."

"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."

"Pricing can always be improved and made more affordable."

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

More ManageEngine ServiceDesk Plus pricing and cost advice

"The price is approximately $70 per agent, per month."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Outsourcing Company

11%

Construction Company

Manufacturing Company

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

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...

See all answers

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.

See all answers

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 ...

See all answers

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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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

August 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

Help Desk Software

August 2026

Download TeamSupport 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

ManageEngine

Demo not available

TeamSupport

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

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

TeamSupport is a customer support platform designed to enhance collaboration and resolve client issues effectively for B2B businesses. It focuses on improving customer relationships by streamlining processes and encouraging information sharing.

Designed for B2B customer support, TeamSupport integrates communication channels and provides tools for better team collaboration. Organizations leverage it to strengthen relationships with their clients. Its suite includes features such as ticket management and customer management, which promote efficient workflow. It aims to simplify customer interactions through a centralized platform that enables seamless information exchange and support resolution. With extensive reporting and analysis capabilities, it helps businesses monitor performance and make informed decisions.

What are the key features of TeamSupport?

Ticket Management: Allows teams to track, prioritize, and manage customer inquiries efficiently.
Customer Management: Provides a comprehensive view of customer details and interaction history.
Collaboration Tools: Enhances teamwork with shared workspaces and communication channels.
Reporting: Offers detailed analytics for performance tracking and strategic planning.
Integration Capabilities: Easily connects with other tools and platforms for a streamlined workflow.

What benefits should users look for in reviews?

Improved Collaboration: Facilitates effective communication and teamwork.
Enhanced Efficiency: Streamlines support processes, leading to faster issue resolution.
In-depth Insights: Provides valuable data for informed decision-making and strategy.
Customer Satisfaction: Increases client satisfaction with timely and effective response.
Scalability: Adapts to the growing needs of the business without interruption.

TeamSupport is implemented across industries like technology, healthcare, and finance. These sectors benefit from its ability to manage complex support requirements and integrate with existing systems, ensuring high customer satisfaction and sustained productivity.

TeamSupport

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

Buyer's Guide

ManageEngine ServiceDesk Plus vs. TeamSupport

September 2026

Free Report: ManageEngine ServiceDesk Plus vs. TeamSupport

Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. TeamSupport and other solutions. Updated: September 2026.

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