We performed a comparison between Freshservice and ManageEngine ServiceDesk Plus 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."The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution has been stable."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The overall functionality of the product is excellent."
"The solution’s timely automated triggers increase our IT team’s productivity."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The GUI is very good."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I am enjoying the report features, they are quite good."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"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."
"A chat bot needs to be added to the portal."
"Their analytics need improvement."
"Freshservice could improve the integration with Microsoft Outlook."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The round robin ticketing feature that they have is not ideal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Freshservice could improve the delegation and workflow management features."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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's asset management tool needs improvement."
"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’s reporting could be improved."
"They could improve the screens."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"The timing reporting module, and how it's used is a bit difficult to understand."
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Freshservice is ranked 5th in Help Desk Software with 29 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Freshservice is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and HaloITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, BMC Helix ITSM and SCSM. See our Freshservice vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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You should keep in mind that Freshservice is an ITSM tool based on ITIL processes. Manage Engine Desk Plus is a tool to handle the incident
process. The difference is that Freshservice covers more processes (problems, changes, Asset Inventory, etc.).
In any case, you should compare it with the Freshdesk (oriented to the handling of incidents as well as ManageEngine Desk Plus).