ManageEngine ServiceDesk Plus vs Zoho Desk comparison

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Executive Summary

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.
To learn more, read our detailed ManageEngine ServiceDesk Plus vs. Zoho Desk Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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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Pricing and Cost Advice
  • "The prices are attractive. Customer can use a subscription if they do not have enough budget."
  • "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."
  • "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."
  • "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."
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  • "For what it does, it's quite cheap."
  • "Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."
  • "The solution costs INR 8400 per user."
  • "Price-wise, Zoho Desk is about 35 USD a month per user."
  • "The product costs $10 to $25 per user per month."
  • "The solution is relatively cheap. However, there are additional licensing fees involved."
  • "Zoho Desk's pricing is more flexible."
  • "Zoho Desk's cost is pretty much okay."
  • More Zoho Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The strength is its pricing. It is easy to use.
    Top Answer:I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.
    Top Answer:In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically. So, I would… more »
    Top Answer:There is room for improvement in terms of integration. I'm looking to have some extensions, like Monday.com or other applications. So that means if people are looking forward to migrating from one… more »
    Ranking
    4th
    out of 59 in Help Desk Software
    Views
    7,499
    Comparisons
    3,933
    Reviews
    19
    Average Words per Review
    450
    Rating
    7.7
    7th
    out of 59 in Help Desk Software
    Views
    2,158
    Comparisons
    976
    Reviews
    13
    Average Words per Review
    364
    Rating
    8.3
    Comparisons
    Learn More
    Overview

    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.

    With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Reseller10%
    Healthcare Company10%
    Government8%
    Computer Software Company8%
    VISITORS READING REVIEWS
    Educational Organization53%
    Computer Software Company9%
    Financial Services Firm5%
    Comms Service Provider4%
    REVIEWERS
    Computer Software Company43%
    Non Tech Company29%
    Outsourcing Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Educational Organization57%
    Computer Software Company11%
    Comms Service Provider5%
    Manufacturing Company4%
    Company Size
    REVIEWERS
    Small Business42%
    Midsize Enterprise32%
    Large Enterprise27%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise59%
    Large Enterprise26%
    REVIEWERS
    Small Business89%
    Midsize Enterprise6%
    Large Enterprise6%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise60%
    Large Enterprise23%
    Buyer's Guide
    ManageEngine ServiceDesk Plus vs. Zoho Desk
    March 2024
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Zoho Desk and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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.

    See our list of best Help Desk Software vendors.

    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.