Overview: Issuetrak and ManageEngine ServiceDesk Plus as Help Desk Category solutions.

Issuetrak and ManageEngine ServiceDesk Plus are both powerful help desk solutions catering to various business needs. Issuetrak focuses more on enhancing customer relationships and ease of integration, whereas ManageEngine ServiceDesk Plus offers robust features for managing workflows and improving internal communications. Issuetrak is popular among IT and education sectors, while ManageEngine ServiceDesk Plus serves a broader range of industries, including non-profit organizations and banking. Vendor support for both products is comprehensive, with 24/7 support available.

Issuetrak: Issuetrak provides an easy and affordable ticketing system for help desks and workflow management. It supports customer service, complaint resolution, and more.

ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is a comprehensive ITSM software offering integrated asset management, CMDB, and service desk features. It supports project and enterprise service management for various departments.

Issuetrak and ManageEngine ServiceDesk Plus: Best Use cases based on the customer satisfaction data

Issuetrak

4.5

ManageEngine ServiceDesk Plus

4.2

Key Capabilities Supported

Issuetrak supports helpdesk management, workflow management, and knowledge management, addressing user needs in these areas effectively. read more →

ManageEngine ServiceDesk Plus excels in helpdesk management and integrates well with sales document management and contract management. read more →

Business Goals

Issuetrak helps enhance customer relationships and assists in acquisition by simplifying processes. read more →

ManageEngine ServiceDesk Plus aims to scale best practices and boost ROI, aligning with user goals for improvement. read more →

Core Features

Issuetrak offers features like custom reports, ease of migration, and data import to support user operations. read more →

ManageEngine ServiceDesk Plus provides robust integration, AI capabilities, and comprehensive reports. read more →

Vendor Support

Issuetrak offers 24/7 support and various communication channels, meeting diverse customer support preferences. read more →

ManageEngine ServiceDesk Plus also ensures 24/7 support with additional access to chat and phone channels. read more →

Segments and Industries

Issuetrak serves large enterprises and mid-market companies, with strong usage in IT and education sectors. read more →

ManageEngine ServiceDesk Plus caters more to enterprises and large market segments, serving banking and non-profit sectors. read more →

Operational Alignment

Issuetrak fits into operations by simplifying workflows and improving customer interaction processes. read more →

ManageEngine ServiceDesk Plus integrates seamlessly into complex and large operations, improving workflow and communication. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

high

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Migration Risk

low

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Others

Custom Reports

Read peer / expert warnings.

Analytics

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for Issuetrak and ManageEngine ServiceDesk Plus

How does Issuetrak and ManageEngine ServiceDesk Plus facilitate Helpdesk Management?

Issuetrak and Manageengine Servicedesk Plus both manage helpdesk requests. Issuetrak offers asset management and knowledge management features, while Manageengine Servicedesk Plus focuses on asset management and software deployment. Manageengine Servicedesk Plus has more extensive features, including advanced reporting, while Issuetrak requires users to create their own reports. Both tools have limitations, such as occasional technical support issues.

"...Our help desk tickets are organized in one location and can be used for tracking and reporting...." Peer review by Maria B, Director of Technology, Education

"...The integration as give me a big return in time of deployment and helpdesk..." Peer review by Nuno O., IT Manager

How does Issuetrak and ManageEngine ServiceDesk Plus facilitate Workflow Management?

Issuetrak and Manageengine Servicedesk Plus both facilitate workflow management by allowing users to create automated tasks and track progress. Issuetrak excels in its ability to define complex branching workflows, while Manageengine Servicedesk Plus provides pre-built workflows for common tasks, reducing implementation time. However, Issuetrak is limited in its support for simple workflow tasks, while Manageengine Servicedesk Plus may lack workflow functionality in certain areas like problem management.

"...At its core it is meant for Help Desk, but with good configuration can be used to track internal work flows...." Peer review by Administrator

"...You can customize your workflow of delivering the service request specific to each service category...." Peer review

What Are the key features of Issuetrak and ManageEngine ServiceDesk Plus for Knowledge Management?

Issuetrak and Manageengine Servicedesk Plus both offer knowledge management features. Issuetrak's knowledge base allows users to search for solutions to common issues and append files. Manageengine Servicedesk Plus offers a knowledge base with search functionality and the ability to document best practices. Issuetrak's knowledge base may be limited in its ability to be actionable, while Manageengine Servicedesk Plus lacks the ability to add video tutorials and effective keyword setup.

"...Also the knowledge base section is very user friendly...." Peer review by Administrator

"...ticketing tool, with problem change asset and knowledge management...." Peer review by Executive Sponsor

How efficiently Does Issuetrak and ManageEngine ServiceDesk Plus manage your Communication Management?

Issuetrak and Manageengine Servicedesk Plus both utilize email for communication management. Issuetrak automatically assigns and tracks email correspondence, allowing for efficient issue resolution. Manageengine Servicedesk Plus integrates with email to create tickets and automate communication between technicians and end users. However, Manageengine Servicedesk Plus lacks communication tools for major incidents, requiring the use of external solutions. Both tools lack robust features for release management, OLA management, and major incident management.

"...We have used Issuetrack for many years as our helpdesk solution for tracking our clients calls...." Peer review by Cheryl Wilkerson

"...to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user...." Peer review by User