Compare Freshdesk vs. ManageEngine ServiceDesk Plus

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Most Helpful Review
Use Freshdesk? Share your opinion.
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
446,956 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect."

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"We not only handle tickets, but also requests from many departments. All are easy to manage.""ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests.""I am enjoying the report features, they are quite good.""The most valuable features are project management, change management, and the flow according to the mail chain.""The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.""This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.""This solution has provided a way to manage request tracking and resolution.""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."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users."

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"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.""I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.""They could improve the screens.""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.""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.""Improvement is needed in the Software Assets Management functionality.""We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."

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Pricing and Cost Advice
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"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.""For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.""The only issue for us is the pricing, which is quite high in comparison with the competition.""Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

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Questions from the Community
Top Answer: The organization that is possible with other departments is the solution's most valuable aspect.
Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more »
Top Answer: We primarily use the solution for issue ticketing.
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ranking
13th
out of 52 in Help Desk Software
Views
2,617
Comparisons
2,164
Reviews
1
Average Words per Review
297
Avg. Rating
10.0
3rd
out of 52 in Help Desk Software
Views
5,357
Comparisons
4,036
Reviews
11
Average Words per Review
417
Avg. Rating
8.1
Popular Comparisons
Compared 22% of the time.
Compared 18% of the time.
Compared 6% of the time.
Compared 4% of the time.
Compared 4% of the time.
Learn
Freshworks
ManageEngine
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Offer
Learn more about Freshdesk
Learn more about ManageEngine ServiceDesk Plus
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, MovemberTranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
VISITORS READING REVIEWS
Computer Software Company29%
Retailer12%
Comms Service Provider11%
K 12 Educational Company Or School7%
REVIEWERS
Reseller27%
Government13%
Construction Company13%
Engineering Company7%
VISITORS READING REVIEWS
Comms Service Provider25%
Computer Software Company22%
Government7%
Financial Services Firm5%
Company Size
REVIEWERS
Small Business67%
Midsize Enterprise33%
REVIEWERS
Small Business39%
Midsize Enterprise30%
Large Enterprise30%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
446,956 professionals have used our research since 2012.
Freshdesk is ranked 13th in Help Desk Software with 1 review while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 12 reviews. Freshdesk is rated 10.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "Ticket auto-routing improves our efficiency, but this solution lacks custom reporting ". Freshdesk is most compared with JIRA Service Desk, ServiceNow, Microsoft Dynamics CRM, Atlassian Confluence and SCSM, whereas ManageEngine ServiceDesk Plus is most compared with JIRA Service Desk, ServiceNow, SCSM, BMC Helix ITSM and SolarWinds Web Help Desk.

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