Freshdesk and ManageEngine ServiceDesk Plus compete in the customer service management space. Freshdesk generally seems to have the upper hand due to its broad feature set and strong API integration capabilities, despite some concerns from users.
Features: Freshdesk is known for its customizable solution center, robust chat integration, and ticket automation, making it ideal for organizations aiming for flexible customer service management. It offers seamless email and social media ticketing, along with powerful API features. ManageEngine ServiceDesk Plus stands out with its ITIL compliance, effective integration with other IT modules, and project management capabilities, supported by change and asset management functionalities.
Room for Improvement: Freshdesk users have reported issues with complex customization of the solution center and inefficiencies in social media ticketing. They also desire better dashboard functionality and integration features. ManageEngine ServiceDesk Plus could benefit from improved automation and tighter integration with tools like Jira, and enhanced asset management. Some users experience difficulties with complex customizations.
Ease of Deployment and Customer Service: Freshdesk offers a cloud-based platform, facilitating easy setup and scalability, though some users encounter challenges with system integration. The customer service is generally responsive but occasionally dependent on layers of technical support. ManageEngine ServiceDesk Plus provides both on-premises and cloud options, appreciated for straightforward setups, although full integration can require third-party assistance. Its support is efficient, with occasional reports of slower response times.
Pricing and ROI: Freshdesk offers competitive pricing, particularly attractive to enterprise users, although costs for additional integrations might add up. It is a scalable solution attractive for businesses. ManageEngine ServiceDesk Plus offers a cost-effective pricing model, affordable for various business sizes. It usually comes in cheaper than competitors, making it appealing for budget-conscious organizations. Both platforms promise significant ROI by enhancing efficiency, with Freshdesk noted for its comprehensive feature set and ManageEngine for affordability.
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.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
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.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
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.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
I recommend integrating it with CrowdStrike, so incidents can directly result in a ticket being created.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
It is not as expensive as ServiceNow, which has a very high cost.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation capabilities are good, with the workflow being an integral part of it.
All necessary features for these activities are included, such as incident management, change management, and problem management.
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.
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.
