HubSpot Service Hub vs. ManageEngine ServiceDesk Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.5 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$50
per month
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
HubSpot Service HubManageEngine ServiceDesk Plus
Editions & Modules
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
HubSpot Service HubManageEngine ServiceDesk Plus
Free Trial
NoYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
HubSpot Service HubManageEngine ServiceDesk Plus
Top Pros
Top Cons
Features
HubSpot Service HubManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
8.5
11 Ratings
7% above category average
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
Organize and prioritize service tickets9.111 Ratings10.019 Ratings
Expert directory7.94 Ratings9.012 Ratings
Subscription-based notifications8.26 Ratings9.013 Ratings
ITSM collaboration and documentation7.65 Ratings7.015 Ratings
Ticket creation and submission8.711 Ratings00 Ratings
Ticket response9.511 Ratings00 Ratings
Service restoration00 Ratings10.014 Ratings
Self-service tools00 Ratings8.017 Ratings
ITSM reports and dashboards00 Ratings9.017 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
9.2
10 Ratings
17% above category average
ManageEngine ServiceDesk Plus
-
Ratings
External knowledge base9.210 Ratings00 Ratings
Internal knowledge base9.210 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
6 Ratings
5% above category average
ManageEngine ServiceDesk Plus
-
Ratings
Customer portal9.14 Ratings00 Ratings
IVR7.13 Ratings00 Ratings
Social integration7.34 Ratings00 Ratings
Email support7.86 Ratings00 Ratings
Help Desk CRM integration9.26 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
HubSpot Service Hub
-
Ratings
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
Configuration mangement00 Ratings8.013 Ratings
Asset management dashboard00 Ratings9.013 Ratings
Policy and contract enforcement00 Ratings9.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
HubSpot Service Hub
-
Ratings
ManageEngine ServiceDesk Plus
9.7
15 Ratings
15% above category average
Change requests repository00 Ratings9.014 Ratings
Change calendar00 Ratings10.010 Ratings
Service-level management00 Ratings10.013 Ratings
Best Alternatives
HubSpot Service HubManageEngine ServiceDesk Plus
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HubSpot Service HubManageEngine ServiceDesk Plus
Likelihood to Recommend
8.6
(12 ratings)
9.0
(19 ratings)
Likelihood to Renew
-
(0 ratings)
6.0
(1 ratings)
Usability
-
(0 ratings)
8.0
(3 ratings)
Support Rating
-
(0 ratings)
9.0
(3 ratings)
User Testimonials
HubSpot Service HubManageEngine ServiceDesk Plus
Likelihood to Recommend
HubSpot
It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Read full review
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
HubSpot
  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Read full review
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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Cons
HubSpot
  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Read full review
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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Likelihood to Renew
HubSpot
No answers on this topic
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
Read full review
Usability
HubSpot
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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Support Rating
HubSpot
No answers on this topic
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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Alternatives Considered
HubSpot
Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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Return on Investment
HubSpot
  • Lead management has become more streamlined
  • Sales targets are visible; any changes made can be easily tracked and accounted for
  • Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
Read full review
ScreenShots

HubSpot Service Hub Screenshots

Screenshot of Service Hub helps to quickly address service tickets