Try our new research platform with insights from 80,000+ expert users

ManageEngine SupportCenter Plus vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

ManageEngine SupportCenter ...
Ranking in Help Desk Software
31st
Average Rating
7.8
Number of Reviews
4
Ranking in other categories
No ranking in other categories
Zoho Desk
Ranking in Help Desk Software
6th
Average Rating
8.4
Number of Reviews
19
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 0.6%, up from 0.4% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

SC
Sep 9, 2020
A product that is everything you need once it is developed but it is extremely difficult to work with
The business model for ManageEngine is to rely on low cost as a means to lure customers. Their product does not cost as much as their competitors, but the reason being is they expect you to either pay them or pay somebody who's been educated in their classes to get the job done. It is cheap for a reason, and the reason is their business model. They are appealing to businesses that are bottom dollar businesses. The problem with that business model is that it can build unrest in the development department because the tech crew will not know how to use the tool. Then a boss will tell them to figure it out. It all happens because it is cheap rather than because it solves a problem. Ultimately you are going to either pay more money for a good product in the end or you are going to have people getting frustrated and leaving the company because they could not get the work done. ManageEngine, in my experience, fosters that type of environment. It doesn't have an "easy button," a graphic user interface, ease-of-use, and ease-of-dev —the product does not have any of that. You get locked into finding an SME (Subject Matter Expert) to develop it out for you. One way or another you end up paying more and taking longer to get it done. Our head sysadmin guy was the one that really got into the product first. His feedback was that there was no GUI and everything was pretty much done on the command line. The support stunk because they either did not give you the information you needed or they just did not bother to answer. He had a hard time with it. What I think ManageEngine really needs to add to make the package more valuable are free, automated classes. They will not do it because of the business model. But if they would make it easier to access the training, I think you would see a lot more use of their products.
Babatunde-Olugbode - PeerSpot reviewer
Mar 1, 2024
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.

Quotes from Members

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

Pros

"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."
"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."
"The most valuable features are the ITIL compliance and billing."
"The product has a lot of features."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho 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."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
 

Cons

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
"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."
"There is room for improvement with the pricing."
"Sometimes, the solution has some email issues in a new data center."
"The solution needs to have more customization on alerts and notifications."
"The solution could improve its stability and scalability."
"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."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
 

Pricing and Cost Advice

"The licensing fees depend on different criteria, including options and sizing."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"Zoho Desk's cost is pretty much okay."
"The solution costs INR 8400 per user."
"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 pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The product costs $10 to $25 per user per month."
"Zoho Desk's pricing is more flexible."
"For what it does, it's quite cheap."
"The solution is relatively cheap. However, there are additional licensing fees involved."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Educational Organization
58%
Computer Software Company
11%
Manufacturing Company
5%
Comms Service Provider
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Comparisons

No data available
 

Learn More

 

Overview

 

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
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. Zoho Desk and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.