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 IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Overall this is an easy and convenient solution to use."
"It's stable."
"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."
"I am enjoying the report features, they are quite good."
"The GUI is very good."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"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 like how it can be integrated and expanded with other ManageEngine products."
"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."
"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."
"We'd like to have more integration into other platforms."
"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."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"The documentation could be improved."
"Offers very limited customizations."
"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 IT Service Management (ITSM) with 57 reviews while SymphonyAI IT Service Management is ranked 23rd in IT Service Management (ITSM) 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, BMC Helix ITSM and SolarWinds Web Help 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 IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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