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."When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"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 product scales up effortlessly and you can easily add users."
"The strength is its pricing. It is easy to use."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product is quite stable."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The initial setup is easy."
"The product provides communication features like chats and calls."
"The product has a lot of features."
"The solution doesn't have any bugs."
"The product's asset management tool needs improvement."
"The UI for the app needs improvement."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The product needs to allow for implementation for other departments besides the IT help desk."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"Offers very limited customizations."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution could improve its stability and scalability."
"There is room for improvement with the pricing."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"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."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 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 "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Freshservice and Spiceworks. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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