We performed a comparison between ManageEngine ServiceDesk Plus and Zendesk 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."I like the catalog features and workflow. I also like the knowledge space."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The workflow automation is the most valuable feature of this solution."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"I like how it can be integrated and expanded with other ManageEngine products."
"The most valuable feature is its ease of use."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"It's very convenient to use."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The stability has been very good."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk Support has a lot of good APIs."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"There's no native integrations between the systems."
"The solution does not have an automated approach to integration with other ManageEngine products."
"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."
"The service delivery could be improved."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The current MDM is very basic and should be expanded."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution could integrate better with QR codes from some websites such as Facebook."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"It needs to improve in terms of its flexibility, price, and installation."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Zendesk is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Document360. See our ManageEngine ServiceDesk Plus vs. Zendesk report.
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