ManageEngine SupportCenter Plus vs Zoho Desk comparison

ManageEngine and Zoho are both solutions in the Help Desk Software category. ManageEngine is ranked #24 with an average rating of 4.0, while Zoho is ranked #7 with an average rating of 8.3. ManageEngine holds a 0.7% mindshare in HDS, compared to Zoho’s 2.7% mindshare. Additionally, 66% of ManageEngine users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

204 Views
148 Comparison Views

66% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

1,365 Views
775 Comparison Views

90% willing to recommend

ManageEngine SupportCenter ...

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ManageEngine SupportCenter Plus and Zoho Desk compete in the help desk software category. Zoho Desk is preferred for its advanced features, while ManageEngine SupportCenter Plus is known for being cost-effective and supportive.

Features: ManageEngine SupportCenter Plus offers comprehensive ticket management, customizable options, and easy reporting, making it ideal for diverse business requirements. Zoho Desk includes automation, AI-driven insights, and collaboration tools, which create a strong foundation for integrated support.

Room for Improvement: ManageEngine SupportCenter Plus could improve its reporting flexibility, mobile app interface, and additional integrations. Zoho Desk can enhance its user interface customization, expand telephonic solution integrations, and reduce initial setup complexity.

Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus provides both on-premise and cloud deployments, offering comprehensive support that fits different IT environments. Zoho Desk features an easy cloud-based setup and exceptional customer service, emphasizing rapid deployment and flexibility.

Pricing and ROI: ManageEngine SupportCenter Plus is budget-friendly with attractive ROI, presenting a cost-efficient choice. Zoho Desk, though potentially more expensive initially, offers higher ROI due to its comprehensive feature set and efficient support processes.

To learn more, read our detailed ManageEngine SupportCenter Plus vs. Zoho Desk Report (Updated: March 2025).

Buyer's Guide

ManageEngine SupportCenter Plus vs. Zoho Desk

March 2025

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Helped 845,040 peers since 2012

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

ManageEngine SupportCenter ...

Ranking in Help Desk Software

24th

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Zoho Desk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.7%, up from 0.3% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

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

Pros

"The product is very scalable and stable when used as a help desk once it is built out."

"We have found the reporting in this product to be very useful."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"The most valuable features are the ITIL compliance and billing."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The product is quite stable."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"It is a scalable platform."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The product provides communication features like chats and calls."

More Zoho Desk pros

Cons

"The business model for the company is to sell low and charge for customization, education or expertise."

"I would like to see some kind of project management or portfolio management in a future version."

"The product is very difficult to use and configure and requires specialists."

"There is no cloud-based version and it would be helpful if it were available."

"The tech support is terrible and that seems to be a part of their business plan."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"Zoho Desk lacks lookup fields for the layouts."

"The solution could improve its stability and scalability."

"Sometimes, the solution has some email issues in a new data center."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"Zoho Desk needs to be enhanced to support IT service management policies."

"The solution should provide an option to autofill some values while creating tickets."

"They could enhance the product’s features to customize the automated email responses."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

More Zoho Desk cons

Pricing and Cost Advice

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"The licensing fees depend on different criteria, including options and sizing."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The solution costs INR 8400 per user."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The product costs $10 to $25 per user per month."

"Zoho Desk's cost is pretty much okay."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

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845,040 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

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What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 52% of the time

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Freshdesk vs Zoho Desk

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ConnectWise PSA vs Zoho Desk

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Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download ManageEngine SupportCenter Plus product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

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.

Zoho

Sample Customers

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

ManageEngine SupportCenter Plus vs. Zoho Desk

March 2025

Free Report: ManageEngine SupportCenter Plus vs. Zoho Desk

Find out what your peers are saying about ManageEngine SupportCenter Plus vs. Zoho Desk and other solutions. Updated: March 2025.

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