We performed a comparison between ManageEngine ServiceDesk Plus and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I am enjoying the report features, they are quite good."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"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 most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The GUI is very good."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Improvement is needed in the Software Assets Management functionality."
"The service delivery could be improved."
"I think asset management took a hit recently."
"I would like to improve the task management module and analytics."
"The documentation could be improved."
"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."
"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."
"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 solution needs to improve its reporting features. The user interface needs a lot of improvements."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. ManageEngine ServiceDesk Plus is rated 8.0, while Serviceaide ChangeGear is rated 7.6. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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