ManageEngine ServiceDesk Plus vs TeamSupport comparison

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Executive Summary

We performed a comparison between ManageEngine ServiceDesk Plus and TeamSupport based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: November 2022).
654,658 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others.""It ensures the tracking of all costs for end-user issues.""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 most valuable feature is the ticketing system which is working well.""I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.""There's no problem with the software.""CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.""ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."

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"The two most valuable features are the portal and reporting."

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Cons
"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.""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.""ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.""The service delivery could be improved.""There's no native integrations between the systems.""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.""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.""ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."

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

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Pricing and Cost Advice
  • "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."
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
  • "ManageEngine ServiceDesk Plus' price is very reasonable."
  • "The price of the solution is low. However, it still could be less expensive."
  • "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."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

  • "The price is approximately $70 per agent, per month."
  • More TeamSupport Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The solution is free for up to five users, making it a good starting point for many organizations, especially now that people are cash-strapped. The licensing costs for over 500 users start from $500… more »
    Top Answer:The solution does not have an automated approach to integration with other ManageEngine products and third-party products. Additionally, brand promotion can be improved so that users know a good… more »
    Top Answer:The two most valuable features are the portal and reporting.
    Top Answer:The price is approximately $70 per agent, per month.
    Top Answer: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… more »
    Ranking
    5th
    out of 58 in Help Desk Software
    Views
    7,542
    Comparisons
    5,338
    Reviews
    18
    Average Words per Review
    400
    Rating
    8.0
    30th
    out of 58 in Help Desk Software
    Views
    218
    Comparisons
    142
    Reviews
    1
    Average Words per Review
    628
    Rating
    7.0
    Comparisons
    Learn More
    Overview

    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

    TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. 

    With an emphasis on streamlined collaboration among teams and built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.  

    Founded in 2009, TeamSupport is headquartered in Dallas, Texas. Learn more at TeamSupport.com.

    Offer
    Learn more about ManageEngine ServiceDesk Plus
    Learn more about TeamSupport
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Nokia, American Lung Association, Fujifilm, NBA, Comcast
    Top Industries
    REVIEWERS
    Reseller13%
    Government10%
    Computer Software Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Comms Service Provider13%
    Government8%
    Financial Services Firm7%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider22%
    Real Estate/Law Firm8%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise16%
    Large Enterprise55%
    No Data Available
    Buyer's Guide
    Help Desk Software
    November 2022
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: November 2022.
    654,658 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 5th in Help Desk Software with 23 reviews while TeamSupport is ranked 30th in Help Desk Software with 1 review. ManageEngine ServiceDesk Plus is rated 7.8, while TeamSupport is rated 7.0. The top reviewer of ManageEngine ServiceDesk Plus writes "Easier to configure than the competitors and much cheaper". On the other hand, the top reviewer of TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshdesk and SCSM, whereas TeamSupport is most compared with .

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.