We performed a comparison between LiveAgent 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."The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The solution is free for up to five users."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I like how it can be integrated and expanded with other ManageEngine products."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"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."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The timing reporting module, and how it's used is a bit difficult to understand."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
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LiveAgent is ranked 33rd in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. LiveAgent is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". LiveAgent is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk. See our LiveAgent vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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