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."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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"It is quite easy to program custom apps and integrate them."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"Technical support is outstanding."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"ManageEngine Applications Manager's installation is pretty easy."
"I am impressed with the tool's reporting feature which is simple."
"The most valuable feature of this solution is its ease of use."
"The most valuable feature is the ability to be able to monitor Kubernetes."
"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 initial setup was straightforward, without complexity."
"ITSM is a valuable feature, it complies with the requirements in Pakistan."
"ManageEngine Applications Manager maintains the historical data and it's easy for us to analyze the trends and patterns and fix them accordingly."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I would like to see a little bit more color in the solution."
"I would like on-the-go translation,"
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"The dashboards in the interface need a lot of work."
"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."
"One area of improvement is the dashboard should be more readable and available."
"Lacks an SIEM solution which can be found in other products."
"The problem is that implementation requires a significant amount of mapping effort."
"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."
"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, Dynatrace, Grafana, 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.