What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
71 Ratings

Freshservice

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100
70 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
ManageEngine ServiceDesk Plus
8.1
Organize and prioritize service tickets
Freshservice
9.7
ManageEngine ServiceDesk Plus
8.8
Expert directory
Freshservice
8.3
ManageEngine ServiceDesk Plus
7.5
Service restoration
Freshservice
9.8
ManageEngine ServiceDesk Plus
9.0
Self-service tools
Freshservice
9.4
ManageEngine ServiceDesk Plus
7.6
Subscription-based notifications
Freshservice
9.0
ManageEngine ServiceDesk Plus
7.9
ITSM collaboration and documentation
Freshservice
8.9
ManageEngine ServiceDesk Plus
8.9
ITSM reports and dashboards
Freshservice
7.9
ManageEngine ServiceDesk Plus
7.2

ITSM asset management

Freshservice
8.7
ManageEngine ServiceDesk Plus
7.3
Configuration mangement
Freshservice
9.2
ManageEngine ServiceDesk Plus
9.0
Asset management dashboard
Freshservice
8.4
ManageEngine ServiceDesk Plus
7.0
Policy and contract enforcement
Freshservice
8.3
ManageEngine ServiceDesk Plus
6.1

Change management

Freshservice
8.7
ManageEngine ServiceDesk Plus
8.4
Change requests repository
Freshservice
8.5
ManageEngine ServiceDesk Plus
8.7
Change calendar
Freshservice
8.5
ManageEngine ServiceDesk Plus
8.1
Service-level management
Freshservice
9.0
ManageEngine ServiceDesk Plus
8.3

Pros

Freshservice

  • 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.
John Cilla | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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.
Norman Chambers | TrustRadius Reviewer

Cons

Freshservice

  • 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
Rob Buurman | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 9.9
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.4
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Miguel Nuñez | TrustRadius Reviewer

Return on Investment

Freshservice

  • 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.
Rick Murphy | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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).
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.3
ManageEngine ServiceDesk Plus
9.1

Likelihood to Renew

Freshservice
9.1
ManageEngine ServiceDesk Plus
6.0

Usability

Freshservice
8.9
ManageEngine ServiceDesk Plus
8.0

Support Rating

Freshservice
9.9
ManageEngine ServiceDesk Plus
9.4

Implementation Rating

Freshservice
8.2
ManageEngine ServiceDesk Plus

Add comparison