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."There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Omnichannel is one of the most valuable features of the solution."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Technical support is outstanding."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"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."
"We do not have pricing constraints as an organization, because we do have reservations about ManageEngine being functionally scalable."
"The most valuable feature is the ability to be able to monitor Kubernetes."
"ITSM is a valuable feature, it complies with the requirements in Pakistan."
"ManageEngine Applications Manager's installation is pretty easy."
"The most valuable feature of this solution is its ease of use."
"The initial setup was straightforward, without complexity."
"ManageEngine Applications Manager maintains the historical data and it's easy for us to analyze the trends and patterns and fix them accordingly."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like on-the-go translation,"
"Asset management and branding are two areas in the solution that have scope for improvement."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"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."
"I would like the solution to improve the ability to track services."
"The information provided by ManageEngine is not deep-dive like IBM and CA provide."
"The dashboards in the interface need a lot of work."
"Even with the top-notch dashboard, it could be made stronger in order to have an additional plug-in for analytics."
"One area of improvement is the dashboard should be more readable and available."
"They could probably rearrange the UI so that it would be easy for people who are new to the Application Manager to configure things."
More ManageEngine Applications Manager Pricing and Cost Advice →
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, Grafana, Dynatrace, SolarWinds Server and Application Monitor and Azure Monitor.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.