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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is quite easy to program custom apps and integrate them."
"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."
"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."
"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."
"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."
"The most valuable feature is the ability to be able to monitor Kubernetes."
"The most valuable feature of this solution is its ease of use."
"ManageEngine Applications Manager's installation is pretty easy."
"What I like most about ManageEngine Applications Manager is its price point, apart from its technicalities. The solution is cheaper than its competitors. ManageEngine Applications Manager has helpful documentation that makes setting it up straightforward."
"ITSM is a valuable feature, it complies with the requirements in Pakistan."
"The initial setup was straightforward, without complexity."
"We do not have pricing constraints as an organization, because we do have reservations about ManageEngine being functionally scalable."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"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."
"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."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"The information provided by ManageEngine is not deep-dive like IBM and CA provide."
"I would like the solution to improve the ability to track services."
"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."
"The dashboards in the interface need a lot of work."
"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."
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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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