CloudBlue PSA vs ManageEngine ServiceDesk Plus
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.3 / 5
4.2 / 5
Value for Money
4.3 / 5
4.3 / 5
Customer Support
4.6 / 5
4.2 / 5
Functionality
4.4 / 5
4.4 / 5
Last Review Written
July 22, 2022
August 31, 2024
Pros/Cons
Pros
- I must have spent countless days looking for the "right" PSA tool and I just kept coming back to Harmony, I love it. Happy to share my experience with anybody thinking about a new PSA.
- Customer Service is exactly what you need - fast, informative, helpful and friendly. Fantastic supporting documentation for implementation and continuing use.
- It is a pleasure to work with the team at Harmony who provide excellent support and are always open to discuss additional features so the product is getting better every day.
Cons
- The combination of Salesforce and ServiceMax was such a bad fit for us. Many of our processes had to be done outside of the system and we were losing valuable information.
- Also, when we had a problem, we had to "get people together" to gather all of the facts before we could answer the questions needed to solve issues since all information was spread out.
- On past systems I've used, it was difficult to see what happened with our customers after an initial sale.
Pros
- The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice.
- My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.
- It has certainly saved us time on monthly bookkeeping and made a life for our accountant easier. It is a great solution for medium-sized businesses.
Cons
- Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier.
- Couple of problems I have seen is its inability to automatically discard spam.
- Some of the developer features are a bit lacking and hard to grasp.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
N/A
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
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Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
