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Freshdesk vs ManageEngine ServiceDesk Plus comparison

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Featured Review
Find out what your peers are saying about Freshdesk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
566,121 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's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.""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.""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.""There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.""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 organization that is possible with other departments is the solution's most valuable aspect.""Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.""It is quite easy to program custom apps and integrate them."

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"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.""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.""Overall this is an easy and convenient solution to use.""Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.""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.""There's no problem with the software.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms.""I like how it can be integrated and expanded with other ManageEngine products."

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Cons
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.""For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers.""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.""The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI.""Technical support is not the best. It could be much, much better and offer better support to users.""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.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

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"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.""We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy.""The self-service feature for end users and the knowledge base need to be improved.""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 certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.""The solution, overall, is expensive.""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 documentation could be improved.""Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."

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Pricing and Cost Advice
  • "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."
  • "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."
  • "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."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
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  • "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."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
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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: 
    Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
    Top Answer: 
    As compared to a lot of systems out there, it is more affordable.
    Top Answer: 
    The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point… more »
    Ranking
    6th
    out of 55 in Help Desk Software
    Views
    2,243
    Comparisons
    1,789
    Reviews
    6
    Average Words per Review
    823
    Rating
    8.5
    3rd
    out of 55 in Help Desk Software
    Views
    6,452
    Comparisons
    4,962
    Reviews
    12
    Average Words per Review
    442
    Rating
    8.1
    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
    Retailer25%
    Computer Software Company17%
    University8%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider20%
    Government6%
    Energy/Utilities Company5%
    REVIEWERS
    Reseller16%
    Government12%
    Computer Software Company12%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider24%
    Government7%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business53%
    Midsize Enterprise18%
    Large Enterprise29%
    REVIEWERS
    Small Business35%
    Midsize Enterprise35%
    Large Enterprise29%
    Find out what your peers are saying about Freshdesk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
    566,121 professionals have used our research since 2012.

    Freshdesk is ranked 6th in Help Desk Software with 9 reviews while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 16 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 "User-friendly interface with workflow builder, configuration management, and knowledge base functions". 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, SCSM, Zoho Desk and Freshservice. See our Freshdesk vs. ManageEngine ServiceDesk Plus 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.