Compare Freshservice vs. ManageEngine ServiceDesk Plus

Freshservice is ranked 22nd in Help Desk Software with 1 review while ManageEngine ServiceDesk Plus is ranked 5th in Help Desk Software with 8 reviews. Freshservice is rated 6.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshservice writes "Allowed the development team to concentrate on the client’s requirements, however the reporting and management information are very limited". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "Ticket auto-routing improves our efficiency, but this solution lacks custom reporting ". Freshservice is most compared with ServiceNow, Freshdesk and JIRA Service Desk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Desk and SCSM.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: October 2019.
372,906 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
It allowed the development team to concentrate on the client’s requirements instead.

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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.This solution has provided a way to manage request tracking and resolution.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.The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.The most valuable features are project management, change management, and the flow according to the mail chain.I am enjoying the report features, they are quite good.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.

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Cons
The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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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.Improvement is needed in the Software Assets Management functionality.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.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.They could improve the screens.I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.The product needs to allow for implementation for other departments besides the IT help desk.

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Pricing and Cost Advice
Information Not Available
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 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.The prices are attractive. Customer can use a subscription if they do not have enough budget.

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Ranking
22nd
out of 44 in Help Desk Software
Views
2,176
Comparisons
1,380
Reviews
1
Average Words per Review
131
Avg. Rating
6.0
5th
out of 44 in Help Desk Software
Views
5,058
Comparisons
3,502
Reviews
8
Average Words per Review
373
Avg. Rating
8.0
Top Comparisons
Compared 27% of the time.
Compared 22% of the time.
Compared 10% of the time.
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Freshworks
ManageEngine
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 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 Freshservice
Learn more about ManageEngine ServiceDesk Plus
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto TransportTranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
No Data Available
REVIEWERS
Construction Company25%
Manufacturing Company13%
Logistics Company13%
Government13%
VISITORS READING REVIEWS
Software R&D Company15%
Comms Service Provider13%
Financial Services Firm13%
Newspaper11%
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: October 2019.
372,906 professionals have used our research since 2012.
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.
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