What users are saying about
68 Ratings
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Score 8.8 out of 100
16 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Teamwork Desk

I have been using the Teamwork Desk, it is my primary
ticketing software to use in the organization. It is helping me a lot in the ticketing process and reducing my work a lot which in past I had to do with my hands by myself. A clean and clear dashboard, with an extremely helpful team, makes
it more valuable to use. I would definitely recommend this to other businesses to
have in their ecosystem to reduce the human effort a lot.
Rebacca Flowers | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
8.2
Teamwork Desk
8.7
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.9
Teamwork Desk
9.2
Expert directory
ManageEngine ServiceDesk Plus
7.5
Teamwork Desk
Service restoration
ManageEngine ServiceDesk Plus
9.0
Teamwork Desk
Self-service tools
ManageEngine ServiceDesk Plus
7.8
Teamwork Desk
Subscription-based notifications
ManageEngine ServiceDesk Plus
8.1
Teamwork Desk
8.5
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
8.8
Teamwork Desk
9.0
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
7.1
Teamwork Desk
Ticket creation and submission
ManageEngine ServiceDesk Plus
Teamwork Desk
8.5
Ticket response
ManageEngine ServiceDesk Plus
Teamwork Desk
8.5

ITSM asset management

ManageEngine ServiceDesk Plus
7.3
Teamwork Desk
Configuration mangement
ManageEngine ServiceDesk Plus
8.9
Teamwork Desk
Asset management dashboard
ManageEngine ServiceDesk Plus
7.0
Teamwork Desk
Policy and contract enforcement
ManageEngine ServiceDesk Plus
6.1
Teamwork Desk

Change management

ManageEngine ServiceDesk Plus
8.5
Teamwork Desk
Change requests repository
ManageEngine ServiceDesk Plus
8.9
Teamwork Desk
Change calendar
ManageEngine ServiceDesk Plus
8.1
Teamwork Desk
Service-level management
ManageEngine ServiceDesk Plus
8.5
Teamwork Desk

Self Help Community

ManageEngine ServiceDesk Plus
Teamwork Desk
9.2
External knowledge base
ManageEngine ServiceDesk Plus
Teamwork Desk
9.2
Internal knowledge base
ManageEngine ServiceDesk Plus
Teamwork Desk
9.2

Multi-Channel Help

ManageEngine ServiceDesk Plus
Teamwork Desk
9.2
Customer portal
ManageEngine ServiceDesk Plus
Teamwork Desk
9.2
Email support
ManageEngine ServiceDesk Plus
Teamwork Desk
10.0
Help Desk CRM integration
ManageEngine ServiceDesk Plus
Teamwork Desk
8.5

Pros

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
Norman Chambers | TrustRadius Reviewer

Teamwork Desk

  • Smart Inboxes allow us to filter tickets into specific themes/categories that we can use for prioritization
  • Teamwork Desk integrates with Teamwork Projects to turn tickets into tasks
  • The text editor is pretty easy to use to write replies, insert (paste) images, etc.
  • Feedback email sent to customers works well, customers leave ratings
  • Some great ways to automate certain stuff
  • API and webhooks are very flexible and detailed
  • Desk allows part-time agents which they don't charge for, so you can bring someone in to help on select tickets
Viktor Nagornyy | TrustRadius Reviewer

Cons

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
Anonymous | TrustRadius Reviewer

Teamwork Desk

  • Thread Sometimes Gets Confusing Stacks sort of like Gmail
  • Cost Per Ticket
  • Tickets Ended up in Junk Before
Matthew McKenzie | TrustRadius Reviewer

Likelihood to Renew

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
Anonymous | TrustRadius Reviewer

Teamwork Desk

No score
No answers yet
No answers on this topic

Usability

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
Anonymous | TrustRadius Reviewer

Teamwork Desk

No score
No answers yet
No answers on this topic

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.6
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Teamwork Desk

Teamwork Desk 10.0
Based on 1 answer
I have never (ever) gone more than 30 min from receiving a response from their support team(!)
Jeff Mendelson, MBA | TrustRadius Reviewer

Alternatives Considered

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

Teamwork Desk

LiveAgent lacks some important features, so Teamwork Desk is a more advanced and resonable platform. The support team is very well trained and well
professional. They listen to the conversation very well and listen to queries
attentively which gives me full confidence in asking their help. Listen to
queries and provide solutions on the go if applicable. Otherwise, take some time
to analyze the query and respond with the workable solution in the limited time
frame which makes it the best support staff. The technical team is also very
effective. They always welcome any feedback related to their platform. Even a single bug and error can easily be removed by their dedicated team.
Rebacca Flowers | TrustRadius Reviewer

Return on Investment

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
Anonymous | TrustRadius Reviewer

Teamwork Desk

  • Desk makes it easy to collect feedback after ticket is closed, so we get good amount of ratings to know how we're doing
  • Having mobile access allows us to reply to customers quickly and on-the-go, so we don't have to wait to get to our computer
  • Integration with Projects is really key, it makes everything streamlined and organized. It saves us dozens of hours every month being able to track and organize everything, without the need for extra typing, clicking, waiting on pages to load
  • It helps us deliver outstanding support and fulfill services efficiently
Viktor Nagornyy | TrustRadius Reviewer

Screenshots

ManageEngine ServiceDesk Plus

Pricing Details

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Teamwork Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

Teamwork Desk Editions & Modules

Edition
EnterpriseContact sales team
Free Forever$0.002
Pro$10.003
Premium$18.003
  1. per month
  2. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ManageEngine ServiceDesk Plus
9.0
Teamwork Desk
9.2

Likelihood to Renew

ManageEngine ServiceDesk Plus
6.0
Teamwork Desk

Usability

ManageEngine ServiceDesk Plus
8.0
Teamwork Desk

Support Rating

ManageEngine ServiceDesk Plus
9.6
Teamwork Desk
10.0

Add comparison