We performed a comparison between Agiloft Service Desk Suite and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The management of this application is good."
"The most valuable feature is its ease of use."
"Incident Management is a good feature."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The GUI is very good."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"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."
"The interface is not the best. The user interface could be more intuitive."
"The solution’s reporting could be improved."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"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."
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Agiloft Service Desk Suite is ranked 40th in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Agiloft Service Desk Suite is rated 9.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Agiloft Service Desk Suite is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM.
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