We performed a comparison between Freshservice 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 admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"Ability to scan barcodes and a great search feature."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"We found the initial setup to be very simple."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"You can just register and within five to minute minutes, you are ready to go."
"The solution has been stable."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"It ensures the tracking of all costs for end-user issues."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"Overall this is an easy and convenient solution to use."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"It's hard to interact directly with the users themselves."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice's technical support has issues with delays and translations."
"The analytics could be better."
"I would like to improve the task management module and analytics."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"Offers very limited customizations."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The product's asset management tool needs improvement."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The documentation could be improved."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
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Freshservice is ranked 5th in Help Desk Software with 29 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Freshservice is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and monday.com, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Zoho Desk and SCSM. See our Freshservice vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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You should keep in mind that Freshservice is an ITSM tool based on ITIL processes. Manage Engine Desk Plus is a tool to handle the incident
process. The difference is that Freshservice covers more processes (problems, changes, Asset Inventory, etc.).
In any case, you should compare it with the Freshdesk (oriented to the handling of incidents as well as ManageEngine Desk Plus).