We performed a comparison between ManageEngine ServiceDesk Plus and Zendesk 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."Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"It's very easy to customize the tool to your business needs."
"The product scales up effortlessly and you can easily add users."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"This solution has provided a way to manage request tracking and resolution."
"The solution offers a lot of opportunities for integrations."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"The stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The initial setup is simple and straightforward."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It is a scalable solution."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"The documentation could be improved."
"We'd like to have more integration into other platforms."
"The solution’s reporting could be improved."
"I would like to improve the task management module and analytics."
"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."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"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."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The support team is time-consuming, and they don't find the answer to our problem."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The dashboard could be better."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The price of the solution should be reduced."
"The solution could integrate better with QR codes from some websites such as Facebook."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Zendesk is rated 8.2. 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 Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and TOPdesk. See our ManageEngine ServiceDesk Plus vs. Zendesk report.
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