We performed a comparison between Freshservice and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"Freshservice's best feature is its user-friendliness."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"It ensures the tracking of all costs for end-user issues."
"I like the catalog features and workflow. I also like the knowledge space."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The management of this application is good."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"Overall this is an easy and convenient solution to use."
"The solution is free for up to five users."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"We'd like better integration with other products."
"Their analytics need improvement."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Freshservice could improve the delegation and workflow management features."
"The solution does not have an automated approach to integration with other ManageEngine products."
"Lacks some flexibility in the configuration of workflows."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The current MDM is very basic and should be expanded."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"The documentation could be improved."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
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Freshservice is ranked 5th in Help Desk Software with 29 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Freshservice is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and monday.com, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, SCSM and Zoho Desk. See our Freshservice vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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You should keep in mind that Freshservice is an ITSM tool based on ITIL processes. Manage Engine Desk Plus is a tool to handle the incident
process. The difference is that Freshservice covers more processes (problems, changes, Asset Inventory, etc.).
In any case, you should compare it with the Freshdesk (oriented to the handling of incidents as well as ManageEngine Desk Plus).