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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
6.9
Number of Reviews
663
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

"This solution is valuable because it can automate tasks which would otherwise be left for us to process manually."
"Our business has seen a good return on investment with Automation Anywhere, and they are so pleased that they are requesting to add more processes."
"IQ Bot is one of the most valuable features because it helps in processing different formats from different vendors."
"We automated these processes so they will be processed automatically, and users will get the end result for validation—it is basically time-saving for them."
"AI governance is very important in my company, and we are implementing it now."
"The character extraction capability of IQ Bot is much, much better than the other OCR (Optical Character Recognition) engines that you have in the market today."
"In version 11.3, they have a good security option. Tool-wise, it's pretty good to work on Automation Anywhere. If you compare it to other tools in the industry. It is very user-friendly and easy to develop processes. We liking using it very much."
"The most valuable feature is the user-friendly interface."
"The tool is easily configurable and we can make any changes ourselves whenever we want."
"The most valuable feature is the ticketing system which is working well."
"There's no problem with the software."
"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"It's a very user-friendly tool with good performance."
"The ticketing function is very straightforward and easy to use."
"The management of this application is good."
"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 see more bots available right out-of-the-box in the SAP area."
"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."
"The areas that need improvement are the license management, user access permission, user role access management, and technical support."
"The EXE license is such that I can create executable files from the developer machine and deploy it; however, the file that you created can only be deployed to one system, so if you wanted to deploy this test file to, say, 10 test systems you would need 10 licenses."
"The Image Recognition functionality should be enhanced to improve the accuracy of checkboxes."
"We have a challenge in our front office automation where capturing details from a table within a table does not happen in the existing AA Enterprise client version 11.3.4. The AA team tries various methods like using an Excel spreadsheet to capture the tables."
"Over the time that I've worked with Automation Anywhere, I have experienced downtime, crashes, or performance issues."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"Lacks some flexibility in the configuration of workflows."
"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."
"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."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The interface is not the best. The user interface could be more intuitive."
"As a partner, their technical support can respond better to the tickets."
"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."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"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

"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."
"Automation Anywhere is flexible in terms of costing and licensing."
"We purchase on a bot basis. Our costs are approximately $5,000."
"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"It is above average. But it is neither cheap nor expensive."
"As compared to a lot of systems out there, it is more affordable."
"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."
"The licensing is around $10,000 per year."
"It is not an expensive solution."
"Cost-wise, we're quite happy."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"It is cheaper than the competitors."
"The price is approximately $70 per agent, per month."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
10%
Manufacturing Company
8%
Financial Services Firm
8%
Outsourcing Company
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...
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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: June 2026.
907,731 professionals have used our research since 2012.