ManageEngine ServiceDesk Plus and Zendesk compete in the domain of IT service management and customer service solutions. Based on feature offerings and flexibility, Zendesk shows an advantage in seamless integration and user-friendly interfaces for managing multiple communication channels effectively.
Features:ManageEngine ServiceDesk Plus offers a customizable platform suitable for IT service management with ITIL compliance, robust asset tracking, and strong integration capabilities. Its flexibility in customizing workflows and automation suits various business needs. Zendesk stands out with its elegant ticket management, seamless integration with third-party applications, and is particularly recognized for its efficiency in handling multiple communication channels. The system provides options to configure and use chat, social media functionalities, and offers a robust self-service community platform.
Room for Improvement:ManageEngine ServiceDesk Plus can enhance its reporting capabilities, cloud integration, and the customization options available for workflows and automation. Zendesk could improve on customizing the Help Center and reporting, streamline management of complex workflows, and provide a more intuitive user interface alongside more flexible ticketing options.
Ease of Deployment and Customer Service:ManageEngine ServiceDesk Plus provides diverse deployment options including on-premises, public cloud, and hybrid cloud solutions, catering to varied business needs. However, it should work on providing more consistently responsive customer support. Zendesk, primarily cloud-based, is noted for quick and straightforward setup, with some room for improvement in support responsiveness. Both offer technical support, with mixed user feedback regarding specific service issues.
Pricing and ROI:ManageEngine ServiceDesk Plus is generally considered cost-effective with pricing models that accommodate diverse business sizes, often being more affordable than other products like ServiceNow. Zendesk, while offering extensive features and integrations, tends to have higher pricing, which might not fit all budgets, though its cost is often justified by the utility provided. ROI timelines vary for both products based on company scale and specific usage patterns.
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 ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
We have never needed to escalate any issues.
Their response time could be quicker.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
It is trickier to expand across endpoints with Help Desk.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
The stability has been quite reliable.
It would be beneficial to have an option to assign approvals to a user group or a variable.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
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.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The solution is user-friendly and has all the features we need.
The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| Zendesk | 4.6% |
| Other | 90.3% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
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.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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