Freshdesk vs ManageEngine Applications Manager comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Customer Experience Management Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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 organization that is possible with other departments is the solution's most valuable aspect.""Technical support is outstanding.""It is quite easy to program custom apps and integrate them.""The ticketing system is smooth, but since we use a free version, we do not have many facilities available.""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.""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.""We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

More Freshdesk Pros →

"The most valuable feature is the ability to be able to monitor Kubernetes.""I am impressed with the tool's reporting feature which is simple.""We do not have pricing constraints as an organization, because we do have reservations about ManageEngine being functionally scalable.""ITSM is a valuable feature, it complies with the requirements in Pakistan.""The feature that I have found most valuable in ManageEngine Applications Manager is its dashboard.""ManageEngine Applications Manager's installation is pretty easy.""The most valuable feature of this solution is its ease of use.""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."

More ManageEngine Applications Manager Pros →

Cons
"I would like on-the-go translation,""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.""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.""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.""Technical support is not the best. It could be much, much better and offer better support to users.""It should enhance its service and its reporting capabilities.""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."

More Freshdesk Cons →

"I would like the solution to improve the ability to track services.""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 information provided by ManageEngine is not deep-dive like IBM and CA provide.""Even with the top-notch dashboard, it could be made stronger in order to have an additional plug-in for analytics.""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."

More ManageEngine Applications Manager Cons →

Pricing and Cost Advice
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk Pricing and Cost Advice →

  • "It is a cost-effective solution."
  • "The cost of this solution is not too bad, although it could be cheaper considering what you're getting for the price."
  • "The licensing costs for ManageEngine Applications Manager are around $1,200 per year. For additional monitors, you have to pay extra."
  • "Its price is good."
  • "The annual licensing depends on the number of monitors you have connected. Once you get to two hundred monitors you can see the price reflect."
  • "ManageEngine Applications Manager has reasonable pricing. It's more affordable than other solutions in the market. My company has an instance-based license for ManageEngine Applications Manager. You can purchase a yearly subscription or a perpetual license. The standard license covers most features, but you can still have some paid add-ons."
  • "The solution's licensing costs are yearly."
  • "Price-wise, it is a cheap tool...The solution's licensing model is subscription-based, in which yearly payments are to be made."
  • More ManageEngine Applications Manager Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
    765,386 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
    Top Answer: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. Additionally, more flexibility in… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio… more »
    Top Answer:ManageEngine Applications Manager's installation is pretty easy.
    Top Answer:ManageEngine Applications Manager's price is low. Price-wise, it is a cheap tool. It does way better than the products from its competitors when it comes to pricing. The solution's licensing model is… more »
    Top Answer:ManageEngine Applications Manager is a solution that does agent-based monitoring, which means that there is an agent, a piece of software installed on the endpoints to collect the data. The agent… more »
    Ranking
    Views
    236
    Comparisons
    130
    Reviews
    10
    Average Words per Review
    629
    Rating
    8.1
    Views
    1,280
    Comparisons
    984
    Reviews
    5
    Average Words per Review
    484
    Rating
    7.0
    Comparisons
    Also Known As
    Applications Manager
    Learn More
    Overview

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”

    ManageEngine Applications Manager is an application performance management (APM) solution that is designed to give users deep insights into both the way that their applications perform and the way that users of those applications experience them. Organizations can use this solution to identify areas where their critical applications are lacking and address them before there are any negative repercussions. ManageEngine Applications Manager is the kind of tool that companies of all sizes can use to keep their applications running in the best way possible.

    ManageEngine Applications Manager Benefits

    Some of the ways that organizations can benefit by deploying ManageEngine Applications Manager include:

    • Gain real-time comprehensive insights. ManageEngine Applications Manager makes it possible for organizations to gain deep insights into every aspect of an application’s performance. This takes place in real time and enables users to take complete control of their application’s management.
    • Keep applications running smoothly. Organizations don’t have to worry about missing issues that will disrupt users’ ability to have a smooth experience. ManageEngine Applications Manager detects any issues and allows administrators to quickly address them before they can become major problems for users.
    • Ease of use. ManageEngine Applications Manager is designed to be intuitive to use so that organizations do not need to formally train employees in its use. This saves time and makes organizations more productive.

    ManageEngine Applications Manager Features

    Some of the many useful features ManageEngine Applications Manager has to offer include:

    • AI-powered threat detection and remediation. ManageEngine Applications Manager leverages AI software to spot issues as they arise and to alert administrators. Additionally, users can use this AI to automate issue remediation, which will allow administrators to focus on other tasks.
    • Advanced analytics. ManageEngine Applications Manager uses various analytics tools to enable users to gain critical insights from their data. These include custom dashboards that allow you to display and interpret data.
    • Real user monitoring. Administrators have access to tools that allow them to monitor users’ application traffic. The tools deliver detailed reports that track various critical pieces of information related to the users and their application user experience.

    Reviews from Real Users

    ManageEngine Applications Manager is a solution that stands out when it is compared to many of its competitors. It is part of a complete suite of management tools that users can take advantage of. The way that ManageEngine Applications Manager keeps up to date with a regular schedule of software updates enables organizations to manage their applications without worrying that they are missing any important capabilities or features. If any feature is absent, users can integrate the solution with other monitoring solutions. ManageEngine Applications Manager regularly undergoes updates that ensure that users have access to all of the latest features and patches.

    Rodrigo T., the CEO of AXIOVISTA spa, writes, “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.”

    Syed A., the enterprise senior account manager of sales at a tech services company, writes, “Our customers appreciate that ManageEngine sends regular updates, upgrading their software several times a year.

    Sample Customers
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Certis Europe, Financial Domain, SaaS Office Suite, On Demand TV, Parliament's IT Systems, Sastra Technologies, UniServity
    Top Industries
    REVIEWERS
    Computer Software Company21%
    Retailer21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company7%
    Comms Service Provider6%
    Real Estate/Law Firm6%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm16%
    Manufacturing Company8%
    Healthcare Company7%
    Company Size
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    REVIEWERS
    Small Business33%
    Midsize Enterprise13%
    Large Enterprise53%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    Buyer's Guide
    Customer Experience Management
    March 2024
    Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    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, BMC Helix ITSM and ManageEngine ServiceDesk Plus, 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.