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.
"This solution has provided a way to manage request tracking and resolution."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"It's stable."
"The product scales up effortlessly and you can easily add users."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"I am enjoying the report features, they are quite good."
"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."
"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 most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"The product has the best features for ITSM."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"Improvement is needed in the Software Assets Management functionality."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"There's no native integrations between the systems."
"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 service delivery could be improved."
"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."
"They could improve the screens."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
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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, Freshservice and Zoho Desk, whereas SymphonyAI IT Service Management is most compared with ServiceNow, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our ManageEngine ServiceDesk Plus vs. SymphonyAI IT Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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