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Featured Review
Find out what your peers are saying about Freshdesk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2021.
552,695 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
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.""The organization that is possible with other departments is the solution's most valuable aspect.""It is quite easy to program custom apps and integrate them."

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"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""The solution offers a lot of opportunities for integrations.""I like how it can be integrated and expanded with other ManageEngine products.""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 most valuable feature is its ease of use.""I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.""I like the catalog features and workflow. I also like the knowledge space.""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."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users.""I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.""There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

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"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.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""The solution, overall, is expensive.""Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""The timing reporting module, and how it's used is a bit difficult to understand.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

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Pricing and Cost Advice
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly.""The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19.""It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

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"The only issue for us is the pricing, which is quite high in comparison with the competition.""As compared to a lot of systems out there, it is more affordable.""We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.""It is cheaper than the competitors.""For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.""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: Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
Top Answer: We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
Top Answer: We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
Top Answer: 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… more »
Top Answer: As compared to a lot of systems out there, it is more affordable.
Top Answer: As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about… more »
Ranking
13th
out of 55 in Help Desk Software
Views
2,098
Comparisons
1,710
Reviews
2
Average Words per Review
682
Rating
9.5
4th
out of 55 in Help Desk Software
Views
6,188
Comparisons
4,758
Reviews
11
Average Words per Review
440
Rating
8.0
Comparisons
Learn More
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, Movember
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
REVIEWERS
Retailer22%
Computer Software Company22%
University11%
Healthcare Company11%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider18%
Government5%
Energy/Utilities Company5%
REVIEWERS
Reseller19%
Computer Software Company14%
Government10%
Comms Service Provider10%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider23%
Government7%
Financial Services Firm5%
Company Size
REVIEWERS
Small Business62%
Midsize Enterprise23%
Large Enterprise15%
REVIEWERS
Small Business39%
Midsize Enterprise29%
Large Enterprise32%
Find out what your peers are saying about Freshdesk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2021.
552,695 professionals have used our research since 2012.

Freshdesk is ranked 13th in Help Desk Software with 5 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 12 reviews. Freshdesk is rated 8.6, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshdesk writes "Easy to use with great features and helpful technical support". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "Easy to configure SLAs and generate reports". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and Atlassian Confluence, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, SCSM and IBM Maximo. See our Freshdesk vs. ManageEngine ServiceDesk Plus report.

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.