We just raised a $30M Series A: Read our story

ManageEngine SupportCenter Plus Competitors and Alternatives

Get our free report covering ManageEngine, SolarWinds, and other competitors of ManageEngine SupportCenter Plus. Updated: October 2021.
542,823 professionals have used our research since 2012.

Read reviews of ManageEngine SupportCenter Plus competitors and alternatives

Adnan Naseem
Jr Software Consultant at a tech services company with 201-500 employees
Consultant
Top 5
Good knowledge base and ticketing system but technical support needs improvement

Pros and Cons

  • "The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
  • "The solution's technical support is in need of a lot of improvement."

What is our primary use case?

We primarily use the product for our banking solution. I use it as a way for customers to open their tickets and resolve problems that are related to their banking, both internal and external.

What is most valuable?

The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.

The solution offers the best ticketing incident regiment as well.

What needs improvement?

The solution's technical support is in need of a lot of improvement.

The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high.

The solution needs to have more documentation.

For how long have I used the solution?

I've only been using the solution for about five months.

What do I think about the stability of the solution?

Although the solution is still quite new for me, I have noticed that it contains a few glitches and bugs, so I wouldn't say it is 100% stable.

What do I think about the scalability of the solution?

I've found the solution to be scalable. I don't think an organization would have trouble scaling.

There are two or three other people using the solution in my organization, so there are three companies that currently use Remedyforce.

How are customer service and technical support?

We've dealt with technical support in the past and have not been satisfied with the level of service that was provided to us.

How was the initial setup?

The initial setup isn't straightforward or complex. It's quite ordinary. it's what you would expect.

I can't recall how long it took to install the solution or deploy it. I believe it took a couple of weeks. We spent a lot of time with some on-premises work.

What about the implementation team?

We used a supporting consultant that helped us implement the solution at our organization.

What's my experience with pricing, setup cost, and licensing?

The solution is costly. I'm not sure of the exact costs, however. I'm sure that the solution is more expensive than competitors such as ManageEngine.

Which other solutions did I evaluate?

I'm unsure if we evaluated another solution before choosing this one.

What other advice do I have?

I'd warn others that when it comes to implementing Remedyforce, they should be aware there may be fees involved.

I'd rate the solution seven out of ten. If they had better documentation and better technical support, I would rate them higher.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
Real User
Top 10
A stable ticketing system but it is difficult to deploy and the interface needs to be improved

Pros and Cons

  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

What is most valuable?

The most requested feature from our customers is the helpdesk ticketing system.

What needs improvement?

There is some difficulty when it comes to deploying this solution.

The user interface needs to be improved.

One of our customers has complained to say that the workflow needs to be more customizable.

For how long have I used the solution?

We have been working with SCSM for about one year.

What do I think about the stability of the solution?

I am not aware of any issues related to stability.

What do I think about the scalability of the solution?

Our customers have not commented on scalability.

How are customer service and technical support?

I do not have contact with Microsoft technical support. Our team handles the technical support for our customers.

Which solution did I use previously and why did I switch?

We also have experience with Ivanti and it is the clear winner if we compare these two. It does not have the same difficulties with deployment and the user interface is better.

How was the initial setup?

This solution has been difficult to deploy in some cases. The length of time required depends on the customer's requirements and needs. If there are a lot of customized workflows then it is going to take longer.

I would say that the average time to deploy is about two weeks.

What other advice do I have?

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud.

This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine.

This solution is good for some customers but other solutions are better for different reasons.

I would rate this solution a five out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Get our free report covering ManageEngine, SolarWinds, and other competitors of ManageEngine SupportCenter Plus. Updated: October 2021.
542,823 professionals have used our research since 2012.