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."The overall functionality of the product is excellent."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"The solution has been stable."
"We found the initial setup to be very simple."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The product scales up effortlessly and you can easily add users."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The management of this application is good."
"Overall this is an easy and convenient solution to use."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"Their analytics need improvement."
"Not integrated with Google."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like better integration with other products."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"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."
"There's no native integrations between the systems."
"I think asset management took a hit recently."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The documentation could be improved."
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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.
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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).