ManageEngine ServiceDesk Plus and Zoho Desk are engaged in the IT support and customer engagement software category. ManageEngine seems to have the upper hand in IT service functionality, while Zoho Desk leads in customer interaction features.
Features: ManageEngine ServiceDesk Plus offers customizable SLAs, lifecycle management, and integration with ITIL processes, enhancing IT service delivery. Zoho Desk provides multi-channel support, a user-friendly interface, and integration with other Zoho applications, improving customer engagement and productivity.
Room for Improvement: ManageEngine users experience challenges in feature customization, integration with third-party systems, and workflow flexibility. They seek refined reporting and enhanced automation. Zoho Desk users desire better IT service management, improved social media integration, and more flexible customizations in notifications and layouts.
Ease of Deployment and Customer Service: ManageEngine offers on-premises and cloud deployment options, enabling versatile implementation but suffers from inconsistent customer support responsiveness. Zoho Desk, primarily cloud-deployed, provides easy deployment but also faces mixed feedback on customer support, especially with free versions.
Pricing and ROI: ManageEngine ServiceDesk Plus is favored for its affordable pricing, appealing to small and medium enterprises, with both on-premise and cloud solutions offering strong ROI. Zoho Desk, though cost-effective with flexible subscription options, can have higher pricing at certain tiers but remains competitive, offering good ROI potential aligning cost with functionality.
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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