Freshservice vs ManageEngine ServiceDesk Plus

• Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
• Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
• Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
• Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.

Read full review

• It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
• The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
• It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
• Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.

Read full review

• Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
• Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming

Read full review

• Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
• You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

Read full review

• The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
• Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
• Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.

Read full review

• The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
• The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
• There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).

Read full review