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Infraon Desk vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

Infraon Desk
Ranking in Help Desk Software
41st
Ranking in IT Service Management (ITSM)
40th
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
No ranking in other categories
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Infraon Desk is 0.3%, up from 0.2% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 7.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

KB
Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result
There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. 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. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Quotes from Members

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

Pros

"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."
"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."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"It is excellent from the service management perspective."
"ServiceDesk Plus stands out due to its ease of implementation."
"The solution overall has been quite stable."
"Overall this is an easy and convenient solution to use."
"The most valuable feature is its ease of use."
"I am enjoying the report features, they are quite good."
 

Cons

"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."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Improvement is needed in the Software Assets Management functionality."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"I think asset management took a hit recently."
"There's no native integrations between the systems."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"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."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
 

Pricing and Cost Advice

"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"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."
"It is cheaper than the competitors."
"Pricing can always be improved and made more affordable."
"The price of the solution is low. However, it still could be less expensive."
"It is above average. But it is neither cheap nor expensive."
"It is not an expensive solution."
"The licensing is around $10,000 per year."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
58%
Computer Software Company
9%
Financial Services Firm
5%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
 

Also Known As

Everest Service Manager
No data available
 

Overview

 

Sample Customers

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Infraon Desk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: April 2025.
849,190 professionals have used our research since 2012.