No more typing reviews! Try our Samantha, our new voice AI agent.

ManageEngine ServiceDesk Plus vs TeamSupport comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
666
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 (5th), IT Service Management (ITSM) (8th)
TeamSupport
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
2
Ranking in other categories
Help Desk Software (33rd)
 

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

"With its user-friendly user interface, our developers are able to quickly pick it up."
"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."
"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy."
"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"
"The main thing is the simple UI, easy to use commands, and it's very easy to learn compared to other tools in the market."
"Because it reduced the time duration of our processes, our costs went down."
"The technical support has been good in my experience. However, you need to use the latest version to get the right level of support. If it is an end-of-life version, you might not get support from Automation Anywhere."
"I rate the solution a ten out of ten for scalability."
"Our experience with the product is as follows: Initial deployment and additional customization with logical application: Reliable."
"ServiceDesk Plus stands out due to its ease of implementation."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."
"Overall, I've been satisfied with the product."
"There's no problem with the software."
"Even though I haven't been able to test other products and I've used a very old version of ManageEngine, I still think it met our requirements and that it has everything that we need to work as an IT department."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"The two most valuable features are the portal and reporting."
"Absolutely, we have seen a return on our investment."
"It is more flexible than our current solution."
 

Cons

"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."
"I feel that document extraction like IQ Bot can be made more refined so that it may reach its full potential."
"While the community provides a platform for interaction and resource sharing, not all training content aligns with the specific needs of developers."
"The initial setup for the program was not straightforward. It was definitely complex."
"Intelligent automation is currently a buzz and I would love to see more innovation in this segment."
"The control room itself is easy to use. One area that could potentially be improved is adding additional widget capability within the main dashboard in the control room itself."
"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."
"The first version would double our cost."
"The CMDB should have correlation capabilities."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"As a partner, their technical support can respond better to the tickets."
"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."
"The solution, overall, is expensive."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Request management is not clearly separated from incident management and the conditions to customize this are tricky and unique for our organization."
"It needs better integration with other tools like Jira."
"It's a very cost-effective solution, but it's not robust."
"Yes. Major system issues and outages during our implementation."
 

Pricing and Cost Advice

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"The cost is at the highest end of the spectrum."
"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."
"I do not know the price, but I am told that it is cheaper than UiPath."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"Our costs are approximately between $5,000 to $10,000 per license."
"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"It is not an expensive solution."
"The price of the solution is low. However, it still could be less expensive."
"The licensing is around $10,000 per year."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"Pricing can always be improved and made more affordable."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"It is cheaper than its competitors."
"The price is approximately $70 per agent, per month."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
916,240 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
11%
Manufacturing Company
11%
Outsourcing Company
11%
Construction Company
9%
Manufacturing Company
9%
Comms Service Provider
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise86
Large Enterprise561
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...
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

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.
916,240 professionals have used our research since 2012.