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."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."
"The solution overall has been quite stable."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The product scales up effortlessly and you can easily add users."
"Overall this is an easy and convenient solution 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."
"The most valuable feature is the ticketing system which is working well."
"The initial setup is easy."
"The product provides communication features like chats and calls."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product has a lot of features."
"It is a scalable platform."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"I think asset management took a hit recently."
"They could improve the screens."
"The product's asset management tool needs improvement."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"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."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Sometimes, the solution has some email issues in a new data center."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Zoho Desk lacks lookup fields for the layouts."
"The solution needs to have more customization on alerts and notifications."
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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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