We performed a comparison between ManageEngine ServiceDesk Plus and Zoho Desk 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."The strength is its pricing. It is easy to use."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"This solution has provided a way to manage request tracking and resolution."
"The workflow automation is the most valuable feature of this solution."
"It's stable."
"Incident Management is a good feature."
"The solution offers a lot of opportunities for integrations."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The initial setup is easy."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"We'd like to have more integration into other platforms."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The solution, overall, is expensive."
"I think asset management took a hit recently."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"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."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"There is room for improvement with the pricing."
"The solution needs to have more customization on alerts and notifications."
"It could be easier to link Zoho Desk and Outlook."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"They could enhance the product’s features to customize the automated email responses."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and OpenText Service Management Automation X (SMAX), whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshservice, Freshdesk and Spiceworks. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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