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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
6.8
Number of Reviews
668
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

"Compared to before, when processing a document took around three hours, we now complete it in one to two minutes thanks to Automation Anywhere and the latest document automation technology, saving around two hours and 55 minutes per user, which is a significant saving."
"We have installed Automation Anywhere on AWS, Azure, and GCP, which works well."
"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."
"If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well."
"Automation Anywhere provides the best application to use for RPA and other automation requirements. It's very easy to use and easy to understand. It's UI(user interface) which is so friendly and easily understand by the user, it is very easy to install automation anywhere product simply click on next to install, it is easy to develop bot and no coding knowledge is required to develop"
"Tasks or activities that were taking almost six hours a day have been reduced drastically to 30 minutes, which saves time as well as business costs."
"We have benefitted a lot now, but expect that we will benefit even more in the future as we get better at using intelligence."
"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"Overall this is an easy and convenient solution to use."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The management of this application is good."
"Overall, I've been satisfied with the product."
"The self-service portal enhances our company's user experience."
"Our experience with the product is as follows: Initial deployment and additional customization with logical application: Reliable."
"The solution offers a lot of opportunities for integrations."
"It's very easy to customize the tool to your business needs."
"The two most valuable features are the portal and reporting."
"It is more flexible than our current solution."
"Absolutely, we have seen a return on our investment."
 

Cons

"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."
"Apart from the Chrome issue, which took them maybe a week to fix, we lost a lot of processes during that time, but it just happens unfortunately."
"However, the AI Sense Recorder is too slow, so they can enhance its features for easier user experience."
"Now, it is a big complex to download the product and install it, then again to install the patches. So, it takes a lot of time to download it."
"I have experienced the issues of UI getting stuck. There seems to be an issue with server stability. This is something that can be better."
"The only thing I see as room for improvement is that the number of products being offered in the product list are too many."
"We would like to be able to directly implement automation for Word documents and XML."
"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."
"The licensing model should be more flexible."
"Improvement is needed in the Software Assets Management functionality."
"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."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us."
"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."
"Yes. Major system issues and outages during our implementation."
"It needs better integration with other tools like Jira."
"It's a very cost-effective solution, but it's not robust."
 

Pricing and Cost Advice

"AA comes at a more affordable price than the other tools."
"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"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."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"The solution is costly and the licensing is very confusing."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"Cost-wise, we're quite happy."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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 price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Comms Service Provider
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise564
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.
919,809 professionals have used our research since 2012.