We performed a comparison between ManageEngine ServiceDesk Plus and Zoho Desk 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."What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The solution offers a lot of opportunities for integrations."
"The solution is free for up to five users."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The strength is its pricing. It is easy to use."
"It ensures the tracking of all costs for end-user issues."
"It is a scalable platform."
"The product has a lot of features."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product is quite stable."
"The initial setup is easy."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The solution, overall, is expensive."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"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."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The timing reporting module, and how it's used is a bit difficult to understand."
"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."
"The solution does not have an automated approach to integration with other ManageEngine products."
"As per customer requirements, it may have some limitations."
"Sometimes, the solution has some email issues in a new data center."
"The solution needs to have more customization on alerts and notifications."
"The solution should provide an option to autofill some values while creating tickets."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"There is room for improvement with the pricing."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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