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Top Rated
706 Ratings
68 Ratings
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Score 8.8 out of 100

Zendesk Support Suite

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Top Rated
706 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

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

Zendesk Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ManageEngine ServiceDesk Plus
8.2
Zendesk Support Suite
7.9
Organize and prioritize service tickets
ManageEngine ServiceDesk Plus
8.9
Zendesk Support Suite
8.1
Expert directory
ManageEngine ServiceDesk Plus
7.5
Zendesk Support Suite
7.3
Service restoration
ManageEngine ServiceDesk Plus
9.0
Zendesk Support Suite
Self-service tools
ManageEngine ServiceDesk Plus
7.8
Zendesk Support Suite
Subscription-based notifications
ManageEngine ServiceDesk Plus
8.1
Zendesk Support Suite
6.6
ITSM collaboration and documentation
ManageEngine ServiceDesk Plus
8.8
Zendesk Support Suite
8.1
ITSM reports and dashboards
ManageEngine ServiceDesk Plus
7.1
Zendesk Support Suite
Ticket creation and submission
ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.8
Ticket response
ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.4

ITSM asset management

ManageEngine ServiceDesk Plus
7.3
Zendesk Support Suite
Configuration mangement
ManageEngine ServiceDesk Plus
8.9
Zendesk Support Suite
Asset management dashboard
ManageEngine ServiceDesk Plus
7.0
Zendesk Support Suite
Policy and contract enforcement
ManageEngine ServiceDesk Plus
6.1
Zendesk Support Suite

Change management

ManageEngine ServiceDesk Plus
8.5
Zendesk Support Suite
Change requests repository
ManageEngine ServiceDesk Plus
8.9
Zendesk Support Suite
Change calendar
ManageEngine ServiceDesk Plus
8.1
Zendesk Support Suite
Service-level management
ManageEngine ServiceDesk Plus
8.5
Zendesk Support Suite

Self Help Community

ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.8
External knowledge base
ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.7
Internal knowledge base
ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.9

Multi-Channel Help

ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.8
Customer portal
ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.6
IVR
ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.2
Social integration
ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.7
Email support
ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.4
Help Desk CRM integration
ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.1

Pros

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

Zendesk Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Anonymous | TrustRadius Reviewer

Cons

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

Zendesk Support Suite

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

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

Zendesk Support Suite

Zendesk Support Suite 8.9
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | TrustRadius Reviewer

Reliability and Availability

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.6
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

Zendesk Support Suite

Zendesk Support Suite 6.0
Based on 53 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | TrustRadius Reviewer

Alternatives Considered

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

Zendesk Support Suite

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Adam McCracken | TrustRadius Reviewer

Return on Investment

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

Zendesk Support Suite

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

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

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ManageEngine ServiceDesk Plus
9.0
Zendesk Support Suite
7.7

Likelihood to Renew

ManageEngine ServiceDesk Plus
6.0
Zendesk Support Suite
10.0

Usability

ManageEngine ServiceDesk Plus
8.0
Zendesk Support Suite
8.9

Reliability and Availability

ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.6

Performance

ManageEngine ServiceDesk Plus
Zendesk Support Suite
8.0

Support Rating

ManageEngine ServiceDesk Plus
9.6
Zendesk Support Suite
6.0

In-Person Training

ManageEngine ServiceDesk Plus
Zendesk Support Suite
10.0

Online Training

ManageEngine ServiceDesk Plus
Zendesk Support Suite
7.9

Implementation Rating

ManageEngine ServiceDesk Plus
Zendesk Support Suite
9.0

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