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Freshdesk vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshdesk
Ranking in Help Desk Software
8th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
29
Ranking in other categories
Customer Experience Management (6th), Field Service Management (3rd), Knowledge Management Software (5th)
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
66
Ranking in other categories
IT Service Management (ITSM) (3rd)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.6%, down from 4.6% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."
"I used Freshdesk for communication with the clients, such as real-time chats."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Omnichannel is one of the most valuable features of the solution."
"It is very easy to make reports."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The UI is easy to use."
"ManageEngine provides additional modules that we can integrate in the future."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"The GUI is very good."
"The solution overall has been quite stable."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."
"Incident Management is a good feature."
 

Cons

"I would like on-the-go translation,"
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"The solution, overall, is expensive."
"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."
"The licensing model should be more flexible."
"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"Offers very limited customizations."
 

Pricing and Cost Advice

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"It is costly."
"The pricing is pretty manageable and acceptable."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"Cost-wise, we're quite happy."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The price of the solution is low. However, it still could be less expensive."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"It is cheaper than its competitors."
"The licensing is around $10,000 per year."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Financial Services Firm
7%
Real Estate/Law Firm
6%
Manufacturing Company
6%
Educational Organization
62%
Computer Software Company
8%
Financial Services Firm
4%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What needs improvement with ManageEngine ServiceDesk Plus?
There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Freshdesk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.