We performed a comparison between Infraon Desk and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"This solution has provided a way to manage request tracking and resolution."
"The workflow automation is the most valuable feature of this solution."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The strength is its pricing. It is easy to use."
"Incident Management is a good feature."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I like the catalog features and workflow. I also like the knowledge space."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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 would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"They could improve the screens."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"The product's asset management tool needs improvement."
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Infraon Desk is ranked 39th in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Infraon Desk is rated 7.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Infraon Desk is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM. See our Infraon Desk vs. ManageEngine ServiceDesk Plus report.
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