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Top Rated
843 Ratings
84 Ratings
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Score 8.8 out of 100

Zendesk Support Suite

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Top Rated
843 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • ManageEngine ServiceDesk Plus ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.9

ManageEngine ServiceDesk Plus

89%
6.9

Zendesk Support Suite

69%
ManageEngine ServiceDesk Plus ranks higher in 7/9 features

Organize and prioritize service tickets

9.5
95%
21 Ratings
7.2
72%
88 Ratings

Expert directory

8.8
88%
14 Ratings
6.0
60%
55 Ratings

Service restoration

9.8
98%
16 Ratings
N/A
0 Ratings

Self-service tools

8.1
81%
19 Ratings
N/A
0 Ratings

Subscription-based notifications

8.8
88%
15 Ratings
6.0
60%
62 Ratings

ITSM collaboration and documentation

8.7
87%
17 Ratings
6.5
65%
58 Ratings

ITSM reports and dashboards

8.4
84%
19 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.1
81%
89 Ratings

Ticket response

N/A
0 Ratings
7.8
78%
88 Ratings

ITSM asset management

8.8

ManageEngine ServiceDesk Plus

88%

Zendesk Support Suite

Feature Set Not Supported
N/A
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Configuration mangement

9.0
90%
15 Ratings
N/A
0 Ratings

Asset management dashboard

8.6
86%
15 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.7
87%
11 Ratings
N/A
0 Ratings

Change management

9.3

ManageEngine ServiceDesk Plus

93%

Zendesk Support Suite

Feature Set Not Supported
N/A
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Change requests repository

9.1
91%
16 Ratings
N/A
0 Ratings

Change calendar

9.5
95%
12 Ratings
N/A
0 Ratings

Service-level management

9.3
93%
15 Ratings
N/A
0 Ratings

Self Help Community

ManageEngine ServiceDesk Plus

Feature Set Not Supported
N/A
6.7

Zendesk Support Suite

67%
Zendesk Support Suite ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.8
68%
75 Ratings

Internal knowledge base

N/A
0 Ratings
6.6
66%
70 Ratings

Multi-Channel Help

ManageEngine ServiceDesk Plus

Feature Set Not Supported
N/A
6.6

Zendesk Support Suite

66%
Zendesk Support Suite ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
6.8
68%
69 Ratings

IVR

N/A
0 Ratings
5.1
51%
29 Ratings

Social integration

N/A
0 Ratings
6.6
66%
54 Ratings

Email support

N/A
0 Ratings
7.5
75%
85 Ratings

Help Desk CRM integration

N/A
0 Ratings
7.0
70%
64 Ratings

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings
7.1

Zendesk Support Suite

71%
127 Ratings

Likelihood to Renew

6.0

ManageEngine ServiceDesk Plus

60%
1 Rating
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings
9.8

Zendesk Support Suite

98%
19 Ratings

Availability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings
7.8

Zendesk Support Suite

78%
49 Ratings

In-Person Training

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

ManageEngine ServiceDesk Plus

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.3

Zendesk Support Suite

93%
3 Ratings

Likelihood to Recommend

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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.
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Zendesk

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.
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Pros

ManageEngine, A Div of Zoho Corporation Pvt Ltd

  • 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.
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Zendesk

  • 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!
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Cons

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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Zendesk

  • 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.
Read full review

Pricing Details

ManageEngine ServiceDesk Plus

Starting Price

$10 Starting Price Per Month

Editions & Modules

ManageEngine ServiceDesk Plus editions and modules pricing
EditionModules
Standard$10.001
Professional$21.002
Enterprise$50.003

Footnotes

  1. Starting Price Per Month
  2. Starting Price Per Month
  3. Starting Price Per Month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Zendesk Support Suite

Starting Price

$19 per agent/month billed annually

Editions & Modules

Zendesk Support Suite editions and modules pricing
EditionModules
Suite Team$49.001
Suite Growth$79.002
Suite Professional$99.003
Suite Enterprise$150.004
Additional Enterprise-Ready Plans, starting at...$215.005
Support Team (Foundational Support Only)$19.006

Footnotes

  1. per agent/month billed annually
  2. per agent/month billed annually
  3. per agent/month billed annually
  4. per agent/month billed annually
  5. per agent/month billed annually
  6. per agent/month billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Likelihood to Renew

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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Zendesk

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.
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Usability

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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Zendesk

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
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Reliability and Availability

ManageEngine, A Div of Zoho Corporation Pvt Ltd

No answers on this topic

Zendesk

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance

ManageEngine, A Div of Zoho Corporation Pvt Ltd

No answers on this topic

Zendesk

There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review

Support Rating

ManageEngine, A Div of Zoho Corporation Pvt Ltd

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.
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Zendesk

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.
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Online Training

ManageEngine, A Div of Zoho Corporation Pvt Ltd

No answers on this topic

Zendesk

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.
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Implementation Rating

ManageEngine, A Div of Zoho Corporation Pvt Ltd

No answers on this topic

Zendesk

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
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Alternatives Considered

ManageEngine, A Div of Zoho Corporation Pvt Ltd

ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
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Zendesk

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.
Read full review

Return on Investment

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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Zendesk

  • 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.
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