Freshservice and ManageEngine SupportCenter Plus both compete in the IT service management space. Freshservice excels in ease and quick deployment, while ManageEngine SupportCenter Plus stands out for its comprehensive feature set.
Features: Freshservice's valuable features include service desk automation, an integrated chatbot, and asset management. ManageEngine SupportCenter Plus offers extensive customization options, flexibility, and robust reporting capabilities.
Room for Improvement: Freshservice could improve its customization and detailed configuration capabilities, enhance advanced reporting features, and expand its feature integration. ManageEngine SupportCenter Plus may focus on simplifying its user interface, reducing the complexity of its setup process, and improving initial deployment time.
Ease of Deployment and Customer Service: Freshservice is known for a simple and quick deployment process, supported by efficient customer service. ManageEngine SupportCenter Plus requires a more intricate setup due to extensive customization options but offers dedicated customer support to ease deployment complexity.
Pricing and ROI: Freshservice typically offers a straightforward pricing model with a quick ROI, making it accessible for various sizes of organizations. ManageEngine SupportCenter Plus might involve a higher initial setup cost but provides significant ROI through its comprehensive feature set, justifying expenses for complex IT environments.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| ManageEngine SupportCenter Plus | 1.3% |
| Other | 94.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
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.
