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Agiloft Service Desk Suite vs ManageEngine ServiceDesk Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
667
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (5th), IT Service Management (ITSM) (8th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The code, once developed, is pretty stable."
"Object cloning with an option to enter wildcard selection was very useful when working in a web application that generated dynamic HTML content."
"I like the OCR feature, where we can capture information from PDFs."
"It has improved the efficiency and reliability of the data in the systems."
"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."
"What I like about Automation Anywhere is the object cloning and the way you can move the mouse and either go to a particular point or go to an element. That's very easy and intuitive in Automation Anywhere... If I need to mimic a human behavior, I will use Automation Anywhere."
"Automation Anywhere was the simplest solution, and it offered us immediate support."
"Our organization used to have a process which took five business days to do: our monthly pricing update. This was a very manual process. Our very first bot built was to automate this process. Now, the bot runs in the background every month and the process takes less than a day to run."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Overall this is an easy and convenient solution to use."
"ServiceDesk Plus stands out due to its ease of implementation."
"The solution has helped the company in terms of managing our support for the companies we start."
"I am enjoying the report features, they are quite good."
"It is good, and it meets our needs."
"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."
"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
 

Cons

"In the 10.7 version, the back-end port for the MetaBot password has looping. This has been a type of limitation."
"Automation Anywhere has some limitations."
"I want the tool to be more stabilized. After three or four hours, the navigation keeps changing. We will be running error handling for 8,000 process and the system will fail. We need it to be more stable."
"The human training area is still something that needs to be improved. It's not so much the actual technology learning, but rather how you bring this to life with all the peripheral competencies that are needed for it."
"IQ Bot does have some limitations."
"I would like to see improvement in its scalability."
"We will be running error handling for 8,000 process and the system will fail."
"The product's technical support could use improvement."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Improvement is needed in the Software Assets Management functionality."
"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"The CMDB should have correlation capabilities."
"The solution’s reporting could be improved."
"As a partner, their technical support can respond better to the tickets."
 

Pricing and Cost Advice

"The price is very reasonable."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"It is affordable for us."
"The price of this product is good."
"The cost for scalability is much cheaper than developing a new system."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"Cost-wise, we're quite happy."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"As compared to a lot of systems out there, it is more affordable."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The platform has good pricing."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Comms Service Provider
12%
Financial Services Firm
12%
Manufacturing Company
11%
No data available
Outsourcing Company
11%
Construction Company
9%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise563
No data available
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Agiloft Service Desk Suite vs. ManageEngine ServiceDesk Plus and other solutions. Updated: September 2026.
918,957 professionals have used our research since 2012.