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

ManageEngine ServiceDesk Plus vs TeamSupport comparison

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
6.9
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 (1st), 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 (35th)
 

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

"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."
"Automation Anywhere is the best among all other automation tools available in the market such as Power Automate and UiPath."
"The control room is the best part as everything can be seen and controlled from there, scheduling storing of credentials, and much more. I have used PDF extraction and other tools where data needs to be extracted and it works great at that part. I highly recommended this tool for automation."
"AA improves process consistency and reduces human error."
"We saw a 70 percent decrease in manual steps. If something took 10 steps to do, we are doing it in three steps today."
"An easy to deploy and learn automation tool that can save resources, effort and money."
"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."
"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."
"It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install 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."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"We have not faced any stability issues or challenges with this tool."
"Overall, I've been satisfied with the product."
"ManageEngine ServiceDesk Plus has impacted my organization by standardizing the tribal knowledge, adding great value for our team for the efficiency of the team, and professionalizing the support experience."
"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."
"Overall this is an easy and convenient solution to use."
"Absolutely, we have seen a return on our investment."
"It is more flexible than our current solution."
"The two most valuable features are the portal and reporting."
 

Cons

"I would like to have the MetaBot screen name title dynamic instead of static."
"The UI could be made better because the UI in Version 11 was better and easier as compared to a2019."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents."
"I want the tool to be more stabilized. After three or four hours, the navigation keeps changing. We will be running error handling for 8,000 process and the system will fail. We need it to be more stable."
"I need high value products to be created, so I need integration with other solutions. Machine learning and AI need to be integrated with Automation Anywhere. While IQ Bot is a good beginning, our company does not work with manual paperwork since we are already digital. We would like to see more integration with cognitive tools going forward."
"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."
"I would like to see more stability around scheduling a bot to run headless."
"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."
"The CMDB should have correlation capabilities."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"When I think of improvements the first thing that comes to mind would have to be the active management function."
"The current MDM is very basic and should be expanded."
"The documentation could be improved."
"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

"If you are looking into Automation Anywhere, get the Community Edition and play with it."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"The licensing needs to be made simpler or shortened."
"We have a three-year contract with Automation Anywhere."
"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."
"There is an annual subscription for Automation Anywhere."
"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"It is cheaper than the competitors."
"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."
"Pricing can always be improved and made more affordable."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"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."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"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.
908,858 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
10%
Manufacturing Company
8%
Outsourcing Company
7%
Financial Services Firm
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
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...
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: August 2026.
908,858 professionals have used our research since 2012.