Freshservice vs. ManageEngine ServiceDesk Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
FreshserviceManageEngine ServiceDesk Plus
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
FreshserviceManageEngine ServiceDesk Plus
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
FreshserviceManageEngine ServiceDesk Plus
Considered Both Products
Freshservice
Chose Freshservice
ManageEngine ServiceDesk Plus was a good product that offered good value for money but its automation is quite poor for us and the support we received from them was very hit and miss. The product is also looks dated and has not changed much over the years. Jira Service …
Chose Freshservice
The user-interface, Marketplace, out-of-box Orchestrations and ability for Admins to perform product specific configurations at much easier and faster pace is a much loved feature of Freshservice, when comparing it with other ITSM solutions.
Chose Freshservice
I have selected to go with Freshservice since it seemed easy to configure and maintain.
Chose Freshservice
Freshservice is much faster and sleek and easier to use. if you want easy setup go with Freshservice. if you want to have clunky, hard to edit, etc. go with ManageEngine. The problem is ME has too much stuff it offers and not enough room to fit it.
Chose Freshservice
FreshService is easier to use and to train your team. It is cheaper too and the support it gives is really nice. You can feel that are not alone while you are setting up the portal and the feedback is very prompt. I do not say that the others are bad, but they really do not fit …
Chose Freshservice
Brilliant for an ITIL Service Desk solution for use by IT department. Can be used to manage incoming IT emails automatically ticketing them and replying to users reducing work load of first line support. Can be
ManageEngine ServiceDesk Plus
Chose ManageEngine ServiceDesk Plus
I use Jira Service Management in my personal lab environment to explore its features and DevOps integrations. While it's powerful and flexible, I find ManageEngine ServiceDesk Plus more user-friendly and practical for enterprise IT environments.
Features
FreshserviceManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
157 Ratings
0% above category average
ManageEngine ServiceDesk Plus
7.5
22 Ratings
9% below category average
Organize and prioritize service tickets9.1157 Ratings8.022 Ratings
Expert directory8.3109 Ratings6.515 Ratings
Service restoration8.197 Ratings6.017 Ratings
Self-service tools8.2139 Ratings8.020 Ratings
Subscription-based notifications7.9114 Ratings7.016 Ratings
ITSM collaboration and documentation7.8130 Ratings9.018 Ratings
ITSM reports and dashboards8.1136 Ratings8.020 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.6
125 Ratings
8% below category average
ManageEngine ServiceDesk Plus
7.8
17 Ratings
5% below category average
Configuration mangement7.4117 Ratings8.516 Ratings
Asset management dashboard7.6122 Ratings8.016 Ratings
Policy and contract enforcement7.687 Ratings7.012 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.0
122 Ratings
6% below category average
ManageEngine ServiceDesk Plus
8.5
18 Ratings
0% below category average
Change requests repository7.8115 Ratings8.017 Ratings
Change calendar7.997 Ratings8.513 Ratings
Service-level management8.3113 Ratings9.016 Ratings
Best Alternatives
FreshserviceManageEngine ServiceDesk Plus
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
SymphonyAI IT Service Management
SymphonyAI IT Service Management
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceManageEngine ServiceDesk Plus
Likelihood to Recommend
8.6
(158 ratings)
9.0
(22 ratings)
Likelihood to Renew
8.5
(10 ratings)
6.0
(1 ratings)
Usability
9.5
(14 ratings)
8.0
(6 ratings)
Availability
9.0
(5 ratings)
-
(0 ratings)
Performance
7.8
(6 ratings)
-
(0 ratings)
Support Rating
8.2
(122 ratings)
9.0
(3 ratings)
In-Person Training
7.3
(1 ratings)
-
(0 ratings)
Online Training
7.2
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(9 ratings)
-
(0 ratings)
Configurability
8.0
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(3 ratings)
-
(0 ratings)
Ease of integration
6.6
(7 ratings)
-
(0 ratings)
Product Scalability
8.1
(6 ratings)
-
(0 ratings)
Professional Services
8.6
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(4 ratings)
-
(0 ratings)
Vendor pre-sale
7.1
(5 ratings)
-
(0 ratings)
User Testimonials
FreshserviceManageEngine ServiceDesk Plus
Likelihood to Recommend
Freshworks Inc
The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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Pros
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • It's very simple to submit and handle ticket for both user and Engineer.
  • Set some customize template for intent replay or job done reply.
  • SLA management is the good option to maintain workflow.
  • There is solution option where user can resolve their common issues.
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Cons
Freshworks Inc
  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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
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Likelihood to Renew
Freshworks Inc
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
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Usability
Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
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Reliability and Availability
Freshworks Inc
Downtime is minimal (it does happen but not often)
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Performance
Freshworks Inc
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Support Rating
Freshworks Inc
The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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In-Person Training
Freshworks Inc
Training was enough to use the base website
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Online Training
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Implementation Rating
Freshworks Inc
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Alternatives Considered
Freshworks Inc
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
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Contract Terms and Pricing Model
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Scalability
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
Read full review
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Professional Services
Freshworks Inc
We did not have professional services.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
Return on Investment
Freshworks Inc
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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).
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ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management