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."ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"I am enjoying the report features, they are quite good."
"It ensures the tracking of all costs for end-user issues."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"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."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I like the catalog features and workflow. I also like the knowledge space."
"This solution has provided a way to manage request tracking and resolution."
"The initial setup is easy."
"The solution doesn't have any bugs."
"The ticketing feature is very easy to use, compared to other systems."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product is quite stable."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product provides communication features like chats and calls."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The interface is not the best. The user interface could be more intuitive."
"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."
"I would like to improve the task management module and analytics."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"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."
"They could improve the screens."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
"Zoho Desk needs to be enhanced to support IT service management policies."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"There is room for improvement in terms of integration."
"Zoho Desk lacks lookup fields for the layouts."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zoho Desk is ranked 7th in Help Desk Software with 16 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 "An easy-to-use product that enables organizations to communicate with their customers and resolve their queries efficiently". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Freshdesk, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Freshservice and ConnectWise PSA. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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