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."Freshservice's best feature is its user-friendliness."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The overall functionality of the product is excellent."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"Depending on the size of your organization, is pretty standard and useful."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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 most valuable features are project management, change management, and the flow according to the mail chain."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"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."
"It's very easy to customize the tool to your business needs."
"I am enjoying the report features, they are quite good."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"Freshservice could improve the integration with Microsoft Outlook."
"A chat bot needs to be added to the portal."
"Not integrated with Google."
"We'd like better integration with other products."
"It's hard to interact directly with the users themselves."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"Improvement is needed in the Software Assets Management functionality."
"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."
"Lacks some flexibility in the configuration of workflows."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"There's no native integrations between the systems."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
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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, Microsoft Project, Zendesk and monday.com, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Zoho Desk 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).