We performed a comparison between Freshdesk and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The UI is easy to use."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is very easy to make reports."
"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."
"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."
"It ensures the tracking of all costs for end-user issues."
"The solution is free for up to five users."
"The GUI is very good."
"The most valuable feature is the ticketing system which is working well."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"It's very easy to customize the tool to your business needs."
"Overall this is an easy and convenient solution to use."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Asset management and branding are two areas in the solution that have scope for improvement."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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 to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The current MDM is very basic and should be expanded."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The product's asset management tool needs improvement."
"Lacks some flexibility in the configuration of workflows."
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Freshdesk is ranked 6th in Help Desk Software with 27 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Freshdesk is rated 8.4, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zoho Desk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and OpenText Service Management Automation X (SMAX). See our Freshdesk vs. ManageEngine ServiceDesk Plus report.
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