What users are saying about
Top Rated
106 Ratings
79 Ratings
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Score 8.6 out of 100
Top Rated
106 Ratings
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Score 9.1 out of 100

Feature Set Ratings

  • Zoho Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.7

ManageEngine ServiceDesk Plus

87%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 6/9 features

Organize and prioritize service tickets

9.2
92%
20 Ratings
10.0
100%
1 Rating

Expert directory

8.5
85%
13 Ratings
10.0
100%
1 Rating

Service restoration

9.6
96%
15 Ratings
N/A
0 Ratings

Self-service tools

8.1
81%
18 Ratings
N/A
0 Ratings

Subscription-based notifications

8.5
85%
14 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

9.3
93%
16 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

8.0
80%
18 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
1 Rating

Ticket response

N/A
0 Ratings
10.0
100%
1 Rating

ITSM asset management

8.6

ManageEngine ServiceDesk Plus

86%

Zoho Desk

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

Configuration mangement

9.4
94%
14 Ratings
N/A
0 Ratings

Asset management dashboard

8.1
81%
14 Ratings
N/A
0 Ratings

Policy and contract enforcement

8.2
82%
10 Ratings
N/A
0 Ratings

Change management

9.0

ManageEngine ServiceDesk Plus

90%

Zoho Desk

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

Change requests repository

9.1
91%
15 Ratings
N/A
0 Ratings

Change calendar

9.1
91%
11 Ratings
N/A
0 Ratings

Service-level management

8.8
88%
14 Ratings
N/A
0 Ratings

Self Help Community

ManageEngine ServiceDesk Plus

Feature Set Not Supported
N/A
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Internal knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Multi-Channel Help

ManageEngine ServiceDesk Plus

Feature Set Not Supported
N/A
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 3/3 features

Customer portal

N/A
0 Ratings
10.0
100%
1 Rating

Email support

N/A
0 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Zoho Desk is rated higher in 1 area: Usability

Likelihood to Recommend

9.3

ManageEngine ServiceDesk Plus

93%
20 Ratings
8.7

Zoho Desk

87%
20 Ratings

Likelihood to Renew

6.0

ManageEngine ServiceDesk Plus

60%
1 Rating

Zoho Desk

N/A
0 Ratings

Usability

8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings
9.0

Zoho Desk

90%
12 Ratings

Support Rating

9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings
7.9

Zoho Desk

79%
12 Ratings

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

Zoho Desk

The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Humayun Farooqi | TrustRadius Reviewer

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

Zoho Desk

  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
Sofia Martinez | 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

Zoho Desk

  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
Anonymous | 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

Starting Price

$10 Starting Price Per Month

ManageEngine ServiceDesk Plus Editions & Modules

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

Zoho Desk

General

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

Starting Price

$0

Zoho Desk Editions & Modules

Edition
Free$0
Professional$232
Enterprise$402
Standard$142
  1. none
  2. per user
Additional Pricing Details

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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

Zoho Desk 9.0
Based on 12 answers
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
Anonymous | TrustRadius Reviewer

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.1
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

Zoho Desk

Zoho Desk 7.9
Based on 12 answers
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
Hildah Kay | TrustRadius Reviewer

Alternatives Considered

ManageEngine ServiceDesk Plus

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.
Zuhair Hasan | TrustRadius Reviewer

Zoho Desk

After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
David Yates | 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

Zoho Desk

  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
David Cook | TrustRadius Reviewer

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