Overview: ManageEngine ServiceDesk Plus and Track-It! as Help Desk Category solutions.

ManageEngine ServiceDesk Plus and Track-It! are popular help desk solutions tailored to different user needs. ManageEngine ServiceDesk Plus excels in feature diversity and industry reach, covering extensive segments including enterprise and IT services. Track-It! appeals to medium-sized markets with a focus on improving stakeholder relations and internal communications. Both offer vendor support, but ManageEngine ServiceDesk Plus shines with comprehensive 24/7 support options.

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.

Track-It!: Track-It! is IT help desk software for managing tickets, change requests, knowledge base, and IT assets. It is designed for help desks and service desks.

ManageEngine ServiceDesk Plus and Track-It!: Best Use cases based on the customer satisfaction data

ManageEngine ServiceDesk Plus

4.2

Track-It!

4.0

Key Capabilities Supported

ManageEngine ServiceDesk Plus emphasizes helpdesk management, document handling, and workflow management, catering to users seeking robust assistance in operational processes. read more →

Track-It! focuses on helpdesk and knowledge management with communication tracking, ideal for teams requiring efficient customer engagement. read more →

Business Goals

ManageEngine ServiceDesk Plus supports scaling best practices and improving customer relations, making it attractive for businesses aiming at growth. read more →

Track-It! aims to enhance customer relations and improve efficiency, aligning with businesses focusing on stakeholder satisfaction and operational tuning. read more →

Core Features

ManageEngine ServiceDesk Plus stands out with integration capabilities and ease of migration, suiting users with complex IT setups. read more →

Track-It! provides analytics and compliance, fitting enterprises aiming for data-driven insights and regulatory adherence. read more →

Vendor Support

ManageEngine ServiceDesk Plus offers extensive 24/7 support, ideal for users in need of continuous assistance. read more →

Track-It! offers 24/7 support but with fewer channels, appealing to users who primarily rely on email and phone. read more →

Segments and Industries

ManageEngine ServiceDesk Plus predominates in enterprise and banking sectors, serving diverse needs across large organizations. read more →

Track-It! is favored by IT services and education sectors, suitable for medium market requirements. read more →

Operational Alignment

ManageEngine ServiceDesk Plus seamlessly fits into enterprise workflows, especially beneficial for IT services. read more →

Track-It! fits well in moderate operational scales, aligning with manufacturing and education industry frameworks. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for ManageEngine ServiceDesk Plus and Track-It!

Why is ManageEngine ServiceDesk Plus and Track-It! the best choice for Helpdesk Management?

Manageengine Servicedesk Plus and Track It both provide help desk management capabilities and asset tracking. Manageengine Servicedesk Plus offers more advanced features like enhanced active directory integration, business rules, and custom reports. Track It is simpler to use and has a lower price point, making it suitable for small to medium-sized companies. However, both tools have limitations and may not be ideal for all users.

"...I was able to reduce some calls to the help desk by implementing the customer portal...." Peer review by Jason C., Hospital & Health Care

"...It has all the essential functions of a Help Desk, such as the management of asset and software licenses, a self-service portal and also something that I think is very important, a mobile interface...." Peer review by Curtis C, Information Technology Staff

How does ManageEngine ServiceDesk Plus and Track-It! address your Knowledge Management Challenges?

Both Manageengine Servicedesk Plus and Track It include knowledge management features. Manageengine Servicedesk Plus provides a knowledge base that integrates with other features like ticketing and asset management. Track It also offers a knowledge base, but its features are more basic. Manageengine Servicedesk Plus has a limitation in that it cannot add video tutorials to its knowledge base.

"...ServiceDesk plus was used not just as a tool to resolve and keep track of our IT issues, it was used to have a complete working knowledge base of common issues and how to fix them...." Peer review by Miguel Nuñez, Corporate Informations and Technology Manager, GB Advisors, Inc.

"...In the past there had not been such a thing and it was difficult to Google or search for solutions (although they did have a Knowledge Base, but it isn't the same as searching for user generated content)...." Peer review by Joshua S., Manufacturing