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.
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 …
Verified User
Consultant
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.
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.
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 …
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
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.
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.
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.
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.
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
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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).