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."I like how it can be integrated and expanded with other ManageEngine products."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The most valuable feature is its ease of use."
"There's no problem with the software."
"The workflow automation is the most valuable feature of this solution."
"The GUI is very good."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"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 deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"The solution doesn't have any bugs."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"I would like to improve the task management module and analytics."
"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."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"Offers very limited customizations."
"The timing reporting module, and how it's used is a bit difficult to understand."
"The UI for the app needs improvement."
"The self-service feature for end users and the knowledge base need to be improved."
"The service delivery could be improved."
"As per customer requirements, it may have some limitations."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution should provide an option to autofill some values while creating tickets."
"Zoho Desk lacks lookup fields for the layouts."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"The solution needs to have more customization on alerts and notifications."
"They could enhance the product’s features to customize the automated email responses."
"There is room for improvement with the pricing."
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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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