Overview: Freshservice and ManageEngine ServiceDesk Plus as Help Desk Category solutions.

Freshservice and ManageEngine ServiceDesk Plus are both robust help desk solutions, each catering to different user needs. Freshservice excels in large enterprise environments with comprehensive features like advanced integrations and custom reports. ManageEngine ServiceDesk Plus, while smaller in scale, addresses essential IT service management with efficient contract management and modest support offerings. Choosing between them depends on the scale of operations and specific feature requirements, with Freshservice favoring larger, complex implementations and ManageEngine being more suitable for smaller, IT-centered organizations.

Freshservice and ManageEngine ServiceDesk Plus: Best Use cases based on the customer satisfaction data

Freshservice

4.5

AI Powered

ManageEngine ServiceDesk Plus

4.2

Key Capabilities Supported

Freshservice supports helpdesk management, workflow management, engagement management, and measuring customer satisfaction actively, making these functionalities streamlined for handling IT service and operational efficiency. read more →

ManageEngine ServiceDesk Plus emphasizes helpdesk management and workflow management but also integrates contract and sales document management, tailoring its offering towards a comprehensive IT service management experience. read more →

Business Goals

Freshservice aims to enhance customer relationships, acquire new customers, and improve internal communications, which are crucial for businesses focused on customer-centered growth and operational smoothness. read more →

ManageEngine ServiceDesk Plus focuses on scaling best practices and boosting internal communication, along with enhancing customer relationships, benefiting organizations striving for consistency and performance improvements. read more →

Core Features

Freshservice offers standout features such as extensive integration capabilities, custom reports, ease of data import/export, and robust security, ideal for organizations requiring detailed analytics and seamless data handling. read more →

ManageEngine ServiceDesk Plus provides a solid feature set with compliance, integration, custom reports, and data import capabilities, covering key IT service areas effectively for straightforward service implementations. read more →

Vendor Support

With 24/7 support options via phone, chat, and email, Freshservice is equipped to handle diverse customer support preferences, facilitating uninterrupted service and rapid issue resolution in any time zone. read more →

ManageEngine ServiceDesk Plus provides phone, chat, and email support with lesser round-the-clock availability, suitable for businesses with moderate support needs and those operating mainly during standard business hours. read more →

User Segments and Industries

Large enterprises make up the primary user base for Freshservice, across industries like IT services and education, suggesting applicability in varied, sophisticated environments needing comprehensive solutions. read more →

Predominantly serving enterprises and mid-market businesses, ManageEngine ServiceDesk Plus caters to sectors like IT, banking, and non-profit management, indicating a strong foothold in specialized, process-driven environments. read more →

Operational Alignment

Freshservice aligns with large-scale operations, offering tools to streamline complex workflows and ensure high-level integration, suitable for intricate operational landscapes requiring scalable tools. read more →

ManageEngine ServiceDesk Plus fits well in ITSM settings with straightforward operational demands, aiding efficient workflow management in environments preferring focused management aspects. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

high

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Freshservice and ManageEngine ServiceDesk Plus

How efficiently Does Freshservice and ManageEngine ServiceDesk Plus manage your Helpdesk Management?

Both Freshservice and Manageengine Servicedesk Plus manage helpdesk requests. Freshservice is designed for ease of use and integrates with other services like chat and CRM. Manageengine Servicedesk Plus focuses on asset management and has extensive features, including enhanced Active Directory integration and advanced reporting. While both offer basic helpdesk functionality, Freshservice has a free version, while Manageengine Servicedesk Plus does not.

"...- we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site...." Peer review by Abdul S, Team Lead

"...If you are looking for a cheap effective help desk tool, ManageEngine Servicedesk Plus should be on your list...." Peer review by Ben S., Hospital & Health Care

What solutions does Freshservice and ManageEngine ServiceDesk Plus provide for Knowledge Management?

Both Freshservice and ManageEngine ServiceDesk Plus provide knowledge management features. Freshservice allows users to create knowledge base articles from resolved incidents, while ManageEngine ServiceDesk Plus offers a "Solutions Knowledge Base" with search functionality. Freshservice has a more robust knowledge base, allowing for extensive customization and integrations. However, Freshservice has limitations in formatting and pasting content. ManageEngine ServiceDesk Plus lacks the ability to add video tutorials to the knowledge base and has limited keyword functionality.

"...Call avoidance has been recognized due to our clients using self service via our Solutions Knowledge base...." Peer review by Jan F

"...It provides IT to track all support incidents, provides a knowledge base for repetitive type problems, reporting for management to justify additional IT resources...." Peer review by Administrator

What solutions does Freshservice and ManageEngine ServiceDesk Plus provide for Workflow Management?

Freshservice and Manageengine Servicedesk Plus both enable users to design and implement workflows. Freshservice emphasizes customizability, allowing users to tailor workflows to fit specific support teams and scenarios. Manageengine Servicedesk Plus provides pre-built workflows, streamlining implementation. Manageengine Servicedesk Plus, however, has limitations in problem management, lacking workflow functionality. Both tools facilitate automation within their workflows, but Freshservice users have highlighted potential limitations in the search function.

"...Our customers input tickets, we prioritize and assign them, and our workflow benefits tremendously...." Peer review by Matthew E., The Philadelphia School

"...Also it is very easy to develop workflows and implement ITIL practices as per your organization requirements...." Peer review by Saad Ahmed K., Information Technology and Services