We performed a comparison between Freshdesk and ManageEngine Applications Manager based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Omnichannel is one of the most valuable features of the solution."
"Technical support is outstanding."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The UI is easy to use."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable feature of this solution is its ease of use."
"I am impressed with the tool's reporting feature which is simple."
"ManageEngine Applications Manager's installation is pretty easy."
"ITSM is a valuable feature, it complies with the requirements in Pakistan."
"Its price and the flexibility to deploy are the most valuable. Flexibility is very important, and you can scale from very basic to more complex. This solution is a part of a complete suite of management tools. So, it can be integrated with other solutions for monitoring networks, which is very important. You can expand it or interconnect it with many other tools, which is a powerful feature. We have a very good and long relationship with ManageEngine support guys. They provide very good support for us."
"The feature that I have found most valuable in ManageEngine Applications Manager is its dashboard."
"The most valuable feature is the ability to be able to monitor Kubernetes."
"We do not have pricing constraints as an organization, because we do have reservations about ManageEngine being functionally scalable."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Lacks an SIEM solution which can be found in other products."
"The information provided by ManageEngine is not deep-dive like IBM and CA provide."
"The agent often crashes when there is too much load on the application side. If a sudden storm of data comes in, the agent crashes down most of the time."
"The problem is that implementation requires a significant amount of mapping effort."
"They can improve the post-processing of the data. AppDynamics has more powerful tools for post-processing or analytics. It has some limitations in more complex environments, but because we are free to use different solutions, we try to find what is best for the customers or the problem we are trying to solve."
"An area for improvement in ManageEngine Applications Manager is artificial intelligence. If AI is integrated into the solution, it'll be a piece of cake. Currently, it's all configured manually."
"They could probably rearrange the UI so that it would be easy for people who are new to the Application Manager to configure things."
"The dashboards in the interface need a lot of work."
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Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while ManageEngine Applications Manager is ranked 34th in Application Performance Monitoring (APM) and Observability with 15 reviews. Freshdesk is rated 8.4, while ManageEngine Applications Manager is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of ManageEngine Applications Manager writes "Though it is a useful tool for the modernization and monitoring of applications, it lacks in providing stability and scalability". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas ManageEngine Applications Manager is most compared with AppDynamics, Dynatrace, Grafana, SolarWinds Server and Application Monitor and Azure Monitor.
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