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LiveChat 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:
 

Customer Service

No sentiment score available
LiveChat's customer service is praised for its reliability, efficiency, round-the-clock availability, and quick, knowledgeable problem-solving.
Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
 

Room For Improvement

No sentiment score available
Users want better filtering, customizable dashboards, improved search, GIF icons, and more profile options to boost LiveChat's appeal.
Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

No sentiment score available
LiveChat effectively scales and adapts for both small and large companies, offering seamless integration and customization during growth.
Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
 

Setup Cost

No sentiment score available
LiveChat offers scalable per-seat pricing, allowing flexible license adjustments based on company needs and growth, with recommended trial periods.
Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
 

Stability Issues

No sentiment score available
LiveChat is reliable, resolves issues swiftly during DDoS attacks, and keeps users informed with status updates and notifications.
Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

No sentiment score available
LiveChat enhances interactions with real-time monitoring, proactive invites, custom integrations, 24/7 support, and automated response features.
Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
The automation capabilities are good, with the workflow being an integral part of it.
 

Categories and Ranking

LiveChat
Ranking in Help Desk Software
34th
Ranking in IT Service Management (ITSM)
38th
Average Rating
9.8
Number of Reviews
6
Ranking in other categories
Live Chat (2nd)
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of LiveChat is 0.3%, down from 0.3% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

it_user371517 - PeerSpot reviewer
We cannot monitor it 24/7, so the ability to leave a message if we are not on helps us capture those interactions.
We have recommend this product to many camps in our industry and it is being adopted as a best practice during summer camp sales season. I am not tech savvy. This is a product we implemented and I love it. There is nothing that I feel is missing. It truly does what I need it to do and anything else I would say, I would be making it up.
CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
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Top Industries

By visitors reading reviews
No data available
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
 

Also Known As

chat.io
No data available
 

Overview

 

Sample Customers

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about LiveChat vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.