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."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."
"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."
"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."
"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."
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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, 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.