We performed a comparison between Infraon Desk 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."There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The solution offers a lot of opportunities for integrations."
"The solution overall has been quite stable."
"I like the catalog features and workflow. I also like the knowledge space."
"I am enjoying the report features, they are quite good."
"It's very easy to customize the tool to your business needs."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"The documentation could be improved."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The interface is not the best. The user interface could be more intuitive."
"The current MDM is very basic and should be expanded."
"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."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
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Earn 20 points
Infraon Desk is ranked 38th in Help Desk Software while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Infraon Desk is rated 7.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Infraon Desk is most compared with , whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM. See our Infraon Desk vs. ManageEngine ServiceDesk Plus report.
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