| Vendor |
Kayako |
ManageEngine |
TechExcel |
| Deployment |
| On-Premise |
Yes |
Yes |
Yes |
| Web-Based |
Yes |
Yes |
Yes |
| Pricing |
| Details |
Monthly prices for Kayako’s SupportSuite, eSupport, and LiveResponse packages range from $29.95-$49.95/month. Yearly subscriptions: $299.95-$499.95. |
ServiceDesk Plus Standard Edition starts at $495; ServiceDesk Plus Professional Edition starts at $995; ServiceDesk Plus Enterprise Edition starts at $2995 |
Not published. |
| Call Tracking & Request Management |
| Request Management Highlights |
An acclaimed Kayako innovation, the Instant Response System can drastically cut down on the amount of support tickets submitted by users. This is accomplished by unobtrusively providing common solutions to problems before tickets are submitted. While a user is drafting their ticket submission, the IRS system will show them relevant articles that may assist them in solving their problem. IRS can also be enabled for staff users, suggesting knowledgebase articles to assist them with composing a ticket response. |
ServiceDesk allows you to track emails and phone calls, and helps to manage requests with several automated process like request routing, business rule application, SLA management and escalation management. Multi-site support is available. |
TechExcel ServiceWise is a configurable and scalable software suite for helpdesk management and IT service management. ServiceWise automates and streamlines IT helpdesk activities with configurable workflows, no coding required, process approvals, email integration, IT project management, and integrated knowledge management. ServiceWise's powerful features and ease of maintenance make it a powerful solution for IT organizations. |
| Reporting |
| Custom & Pre-Built Reports? |
Yes. Both pre-built & custom reports. |
Custom & Pre-Built reports offered. |
Custom & Pre-Built reports offered. |
| Real-Time Reporting |
Yes |
No |
Yes |
| Service Portals |
| Customer Self-Service |
Kayako SupportSuite offers self help resources. This is where the self help resources provided with all of our support desk solutions (the knowledgebase module and the troubleshooter module) excel. They are easy to search, intuitive to use and feature the ability to intelligently suggest issue solutions to your users. |
Yes. Users can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the helpdesk to check status. |
ServiceWise offers an employee web portal that ensures employees can help themselves 24/7 and IT technicians can be more efficient with their time. The portal offers three ways for employees to resolve issues including searching the knowledge base using key words, browsing configured FAQs, and submitting new incidents to technicians. Employees can also update their contact information and Active Directory password. |
| Searchable Knowledge Database |
Yes |
Yes |
Yes. ServiceWise lets you organize, publish, and maintain a public knowledgebase so customers can find information quickly. |
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
Yes |
Yes |
| SLA Configuration Highlights |
SLA plans can be attached to tickets according to scopes: department-wide, to an entire group of end-users, to an individual user or to an individual ticket. If a ticket does not fall under a specific SLA plan, a default (configurable) ticket due time will apply. Specific due times can also be set manually for each ticket. |
With ServiceDesk you can: Define SLA rules to distinguish priority requests by Requester, Department or Category; Automatically update Requests to apply SLA rules to determine resolution time; Track SLA compliance using automatic escalations (upto 4 levels) in case of SLA violations at pre-defined time intervals |
With ServiceWise, organizations gain proactive service level management to define service level agreements. This provides complete visibility of teams and customers to minimize misunderstandings about expected service - which improves customer understanding and satisfaction. In addition, you can analyze incident and problem records and service level accomplishments, identify unacceptable service levels and unreasonable service promises, and define multiple service levels based on user-defined variables. |
| Knowledge Management |
| Knowledge Management Highlights |
Knowledgebase articles can be made up of plain text or rich HTML (coded by hand or created using a rich What-You-See-Is-What-You-Get editor). Articles can be flagged as published (available to end-users and staff users), private (available only to staff users) or flagged as draft (available only to staff users for editing). Articles are stored in categories ('folders') which can be nested to unlimited depths. |
Create a robust knowledge base solution with ServiceDesk Plus to document the best practices and solutions to any common problem. This helps the users to find their solution from the knowledge base before raising a request, addressing their needs effectively, by logging into their Self-service Portal. |
TechExcel KnowledgeWise, the knowledge management solution at the core of the TechExcel Service Suite, is the centralized knowledge base for all internal company documents including; contracts, processes, planning information and other important records. In addition, external documents are also easily accessed, such as customer facing articles, FAQ's, technical manuals and installation guides. |
| Incident Management |
| Incident Classification |
N/A |
ServiceDesk offers three levels of Incident classification and automatically dispatches them. Strengths in the Incident Management space include: User satisfaction surveys; Predefined and dynamic incident prioritization; Incident diagnosis; Escalations; Resolution & Recovery; Incident closure. |
ServiceWise allows incidents to be classified, linked to assets, integrated to Problem and Change management data, as well as to the knowledgebase. |
| Problem Management |
| Problem Management Functionality |
N/A |
Uses trend analysis for problem detection and categorization. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians. Other strengths include: Investigation, diagnosis, and solutions. |
ServiceWise offers reactive and proactive problem management including complete control during every phase of problem management -from investigation, root cause analysis, classification, and prioritization to documentation, request for change, resolution, and evaluation. |
| Change Management |
| Change Advisory Board |
N/A |
Yes |
Yes |
| Change Management Highlights |
N/A |
With ServiceDesk Asset Management offer extensive Change Management functions. Basic features include: Initiate Change Request, Change Plans and CAB (Change Advisory Board), Approval from CAB Members, Co-ordinate Change Implementation, Post Implementation Review, & Change History |
ServiceWise Change Management enables businesses to balance risk and plan for change. Because changes must be reviewed, prioritized, carefully planned, and executed by qualified team members, a structured approach to change management allows businesses to standardize change processes and coordinate teams across departments. Enterprises benefit by improving IT infrastructure management and reducing the number of unplanned outages that may affect efficiency, internal operations, and customers. |
| Asset Management |
| Asset Management Details |
N/A |
Yes. Complete ownership of all assets and history for all assets. ServiceDesk ServiceDesk Plus has an integrated Asset Management solution along with the basic help desk functions. With the integrated Asset Management, ServiceDesk provides you with an accurate inventory of all the hardware, software assets in your organization. |
Yes. Track assets from hire to retire. Customers can extend AssetWise with the optional AssetWise Discovery module for automatic network detection of hardware and software. |
| Integration |
| Asset Lifecycle |
N/A |
Yes. Included in ServiceDesk Plus. |
Yes, available through TechExcel AssetWise. |
| CRM |
Yes |
Yes |
Yes. TechExcel offers CustomerWise CRM. |
| SMS (Short Message Service) |
Yes - Through SMS Gateway |
Yes. Included in ServiceDesk platform. |
Yes |
| Telephony System |
Yes |
Yes. VQManager is ManageEngine's VoIP quality monitoring & reporting software-only solution. |
Yes. CTI Data Connector provides integration between TechExcel ServiceWise / CustomerWise and your existing phone system infrastructure. |
