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ManageEngine ServiceDesk Plus vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.3
ManageEngine ServiceDesk Plus delivers cost-effective IT solutions, improving efficiency and asset management, especially for small and medium-sized businesses.
Sentiment score
7.8
Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
 

Customer Service

Sentiment score
7.1
ManageEngine ServiceDesk Plus support receives mixed feedback; while responsive for some, others criticize slow responses and inadequate coverage.
Sentiment score
4.3
Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
 

Scalability Issues

Sentiment score
7.9
ManageEngine ServiceDesk Plus offers scalable solutions for medium to large organizations, though some face challenges with larger infrastructures.
Sentiment score
8.0
Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
 

Stability Issues

Sentiment score
7.7
ManageEngine ServiceDesk Plus is stable and reliable, with minor issues usually resolved by updates or restarts, highly rated by users.
Sentiment score
8.2
Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.
We have not faced any stability issues or challenges with this tool.
We have not experienced any significant issues.
 

Room For Improvement

ManageEngine ServiceDesk Plus struggles with integration, customization, and user interface, leading to poor user experience and performance issues.
Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
It would be beneficial to have an option to assign approvals to a user group or a variable.
We require integration at the telecom level so that when a P1 ticket is raised, it will automatically call the particular technician immediately instead of just sending an SMS.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
 

Setup Cost

ManageEngine ServiceDesk Plus offers affordable, flexible licensing with free options, catering to small and medium enterprises, starting at $10/month.
Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
It is not as expensive as ServiceNow, which has a very high cost.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
 

Valuable Features

ManageEngine ServiceDesk Plus enhances IT service management with integration, customization, scalability, affordable pricing, and comprehensive support for various departments.
Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.
The incident reporting part is especially valuable.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
68
Ranking in other categories
IT Service Management (ITSM) (4th)
Zoho Desk
Ranking in Help Desk Software
8th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
21
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 6.7%, down from 7.5% compared to the previous year. The mindshare of Zoho Desk is 2.9%, up from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.
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Top Industries

By visitors reading reviews
Educational Organization
22%
Computer Software Company
16%
Financial Services Firm
8%
Manufacturing Company
6%
Educational Organization
28%
Computer Software Company
15%
Manufacturing Company
8%
Media Company
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications. We require integration at the telecom level so that when...
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What is your experience regarding pricing and costs for Zoho Desk?
The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...
What needs improvement with Zoho Desk?
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Zoho Desk and other solutions. Updated: July 2025.
860,711 professionals have used our research since 2012.