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Freshdesk vs ManageEngine ServiceDesk Plus comparison

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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:
 

ROI

Sentiment score
6.6
Automation Anywhere boosts efficiency, cuts costs, reduces errors, and enhances productivity, benefiting finance, HR, and customer experiences.
Sentiment score
6.6
Freshdesk boosts ROI with automation, reducing costs and enhancing productivity, service quality, and operational scalability effectively.
Sentiment score
6.9
ManageEngine ServiceDesk Plus boosts ROI with cost-effective solutions, improving asset management and efficiency for SMEs, while some await benefits.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
Director, Portfolio Projects at Microland Limited
Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.
Project Manager at Yohanna
I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.
Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
Vice President Delivery & Operations at Rezilyens
 

Customer Service

Sentiment score
6.9
Automation Anywhere's support is praised for responsiveness and expertise, despite occasional delays, valuing communication and feedback integration.
Sentiment score
6.5
Freshdesk offers responsive basic support with good documentation, but complex issues can be slow, averaging 8/10 ratings.
Sentiment score
7.2
ManageEngine ServiceDesk Plus support is praised for responsiveness but criticized for slow resolutions, needing faster, efficient service improvements.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
From my experience, once it is set up, we have never had problems.
Customer Success Manager at Mimshackworks Endeavors
The first-time response should be within 30 seconds.
NOC SOC ANALYST at SAVIC Inc.
Their response time could be quicker.
Information Security Specialist at Arab Open University
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
Software Engineer at Galaxy Office Automation Pvt. Ltd.
They respond to emails based on time zone considerations.
Principal Engineer at a financial services firm with 1,001-5,000 employees
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere excels in scalability, efficiently expanding across projects, integrating with infrastructures, and adapting via centralized management.
Sentiment score
6.8
Freshdesk is scalable for small to mid-sized businesses but faces limitations with customizations for large enterprises.
Sentiment score
7.9
ManageEngine ServiceDesk Plus excels in scalability, supporting various organization sizes with simple expansion and high user growth management.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
Director, Portfolio Projects at Microland Limited
They can easily send an email to support, and a ticket gets generated for the IT person.
Project Engineer at IT Solution
It is trickier to expand across endpoints with Help Desk.
Information Security Specialist at Arab Open University
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
Vice President Delivery & Operations at Rezilyens
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Sr. Service Architect at NTT Security
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is praised for stability and reliability, with user expertise and infrastructure influencing performance despite occasional upgrade issues.
Sentiment score
7.6
Freshdesk is praised for high stability, with occasional minor issues, quick resolutions, and generally excellent performance ratings.
Sentiment score
7.8
ManageEngine ServiceDesk Plus is highly rated for stability, despite minor bugs, with outages usually caused by external factors.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
Customer Success Manager at Mimshackworks Endeavors
After installation and continuous operation, I have encountered no problems.
Head Advisor Infrastructure Cloud Architect at Adrienutech
Freshdesk has been quite stable in the market.
Director, Portfolio Projects at Microland Limited
We have not experienced any significant issues.
Vice President Delivery & Operations at Rezilyens
We have not faced any stability issues or challenges with this tool.
IT Director at a manufacturing company with 11-50 employees
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
 

Room For Improvement

Automation Anywhere struggles with integration, costs, learning curve, and needs improvements in documentation, interface, AI, and OCR features.
Freshdesk users seek improved customization, analytics, performance, integration, pricing, UI responsiveness, and easier configuration for complex cases.
Users criticize ManageEngine ServiceDesk Plus for its complex interface, limited customization, and inadequate integration, support, and pricing options.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The current integration is more complicated and doesn’t work as well.
Development Manager at Horizon Software
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Call Centre Manager at a retailer with 51-200 employees
It would be beneficial to have an option to assign approvals to a user group or a variable.
IT Director at a manufacturing company with 11-50 employees
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
Sr. Service Architect at NTT Security
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
Principal Engineer at a financial services firm with 1,001-5,000 employees
 

Setup Cost

Automation Anywhere offers competitive pricing and features for large-scale projects, with flexibility that justifies its higher costs.
Freshdesk's per-agent licensing is cost-effective, with enterprise plans at 79 Euros monthly, offering comprehensive features and negotiation options.
ManageEngine ServiceDesk Plus offers flexible, cost-effective pricing with various licensing options, providing enterprise features affordably compared to competitors.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Our organization pays about 200,000 Indian rupees per year for the license.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The pricing experience is relatively competitive, so it is cost-effective.
Project Manager at Yohanna
The setup cost and licensing are very good.
Project Engineer at IT Solution
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
Vice President Delivery & Operations at Rezilyens
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
It is not as expensive as ServiceNow, which has a very high cost.
Sr. Service Architect at NTT Security
 

Valuable Features

Automation Anywhere offers user-friendly automation, boosting productivity and efficiency with AI features and seamless business application integration.
Freshdesk streamlines customer support with efficient ticketing, automation, omnichannel support, and analytics, enhancing satisfaction and operational efficiency.
ManageEngine ServiceDesk Plus enhances efficiency and satisfaction with ITIL integration, automation, customization, reporting, and seamless application integration.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Works at a tech vendor with 201-500 employees
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.
Project Manager at Yohanna
Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
Project Engineer at IT Solution
The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks.
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
Vice President Delivery & Operations at Rezilyens
The automation capabilities are good, with the workflow being an integral part of it.
IT Director at a manufacturing company with 11-50 employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
636
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Freshdesk
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
41
Ranking in other categories
Customer Experience Management (2nd), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (4th)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
70
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Gauri Thakur - PeerSpot reviewer
Director, Portfolio Projects at Microland Limited
Integrated support workflows have provided a unified view but need broader enterprise flexibility
Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.
Mostafiz Miah - PeerSpot reviewer
Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd
Automation has transformed daily request handling and now tracks every customer interaction
ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Construction Company
13%
Financial Services Firm
10%
Manufacturing Company
10%
University
6%
Manufacturing Company
9%
Construction Company
8%
Financial Services Firm
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business152
Midsize Enterprise82
Large Enterprise535
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business32
Midsize Enterprise24
Large Enterprise20
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with Freshdesk?
I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...
What is your primary use case for Freshdesk?
My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...
What advice do you have for others considering Freshdesk?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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: June 2026.
899,258 professionals have used our research since 2012.