We performed a comparison between ManageEngine ServiceDesk Plus and SymphonyAI IT Service Management 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."Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"It ensures the tracking of all costs for end-user issues."
"There are a lot of great templates that you can take advantage of."
"There's no problem with the software."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The most valuable feature is the ticketing system which is working well."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The UI for the app needs improvement."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The timing reporting module, and how it's used is a bit difficult to understand."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The interface is not the best. The user interface could be more intuitive."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"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."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SymphonyAI IT Service Management is rated 7.8. 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 SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and BMC Helix ITSM, whereas SymphonyAI IT Service Management is most compared with ServiceNow, JIRA Service Management, Microsoft Configuration Manager, Clarity SM and IBM SmartCloud Control Desk. See our ManageEngine ServiceDesk Plus vs. SymphonyAI IT Service Management report.
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