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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

"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Omnichannel is one of the most valuable features of the solution."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"I am enjoying the report features, they are quite good."
"It ensures the tracking of all costs for end-user issues."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"We have not faced any stability issues or challenges with this tool."
"The GUI is very good."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
 

Cons

"It should enhance its service and its reporting capabilities."
"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."
"I would like on-the-go translation,"
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"Offers very limited customizations."
"I think asset management took a hit recently."
"The interface is not the best. The user interface could be more intuitive."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"We'd like to have more integration into other platforms."
"The product's asset management tool needs improvement."
 

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."
"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."
"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."
"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."
"It is costly."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"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."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"It is not an expensive solution."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"It is cheaper than the competitors."
"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
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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.
838,533 professionals have used our research since 2012.