Compare Freshdesk and ManageEngine ServiceDesk Plus 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Starts at $1195 (For 10 technicians annually)
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansManageEngine ServiceDesk Plus
Star Rating
(245)4.2 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its clean interface and easy navigation. Users find that it significantly reduces stress when managing multiple customer queries, thanks to features like ticket automation and SLA management.
- According to verified reviews, ManageEngine ServiceDesk Plus is recognized for its strong ITIL-aligned workflows and powerful ticket automation. Users appreciate how it helps streamline incident and change management, enhancing overall efficiency in tracking and resolving issues.
- Users say that Freshdesk's implementation process is notably quick and intuitive, making it easy for new hires to get up to speed without extensive training. This is a significant advantage for teams looking to minimize downtime during onboarding.
- Reviewers mention that while ManageEngine ServiceDesk Plus offers a wide range of features, some users feel it can be less flexible in adapting to specific workflow needs, which may lead to configuration challenges for certain teams.
- G2 reviewers highlight Freshdesk's robust automation features that reduce manual work for customer support teams. This capability allows for a more structured and efficient ticket management process, which is a key benefit for businesses aiming to enhance their support operations.
- According to recent feedback, ManageEngine ServiceDesk Plus provides a solid user experience with its easy-to-use interface, but some users have noted that it may not be as intuitive as Freshdesk, particularly for those unfamiliar with IT service management tools.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
Free Trial
Freshdesk
Free Trial is available
ManageEngine ServiceDesk Plus
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.6
219
Ease of Use
8.9
3,279
8.5
219
Ease of Setup
8.6
2,336
8.1
161
Ease of Admin
8.7
2,199
8.4
159
Quality of Support
8.7
3,154
8.1
203
Has the product been a good partner in doing business?
8.8
2,122
8.3
151
Product Direction (% positive)
8.8
3,229
8.2
211
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.5
32
8.8
2254
|
Verified
8.7
33
8.5
2179
|
Verified
8.7
33
8.5
2058
|
Verified
8.9
32
8.3
1807
|
Verified
8.4
33
8.5
2089
|
Verified
8.5
33
8.7
2018
|
Verified
8.6
32
8.3
1372
|
Verified
8.1
31
Generative AI
7.3
328
6.8
13
7.4
324
6.9
13
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
8.4
32
8.9
2087
|
Verified
9.1
33
8.4
1313
|
Verified
7.9
27
8.0
1190
|
Verified
7.1
24
7.9
935
|
Verified
6.5
24
Platform
8.1
1156
|
Verified
7.5
28
8.1
1658
|
Verified
7.9
32
8.6
1549
|
Verified
8.5
34
8.3
1149
|
Verified
7.8
31
8.0
1875
|
Verified
8.2
34
8.3
1963
|
Verified
8.3
33
Administration
Not enough data
8.8
39
|
Verified
Not enough data
8.8
38
|
Verified
Not enough data
8.9
39
|
Verified
Service Desk
Not enough data
9.2
42
|
Verified
Not enough data
8.9
41
|
Verified
Not enough data
8.9
41
|
Verified
Management
Not enough data
8.6
38
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.7
36
|
Verified
Not enough data
8.1
34
|
Verified
Functionality
Not enough data
9.1
39
|
Verified
Not enough data
8.5
38
|
Verified
Not enough data
8.8
36
|
Verified
Not enough data
8.5
39
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Monitoring
Not enough data
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Management Tools
Not enough data
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Generative AI
Not enough data
7.6
12
Not enough data
7.6
12
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
7.9
32
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Not enough data
8.5
238
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Incident Management
Not enough data
8.7
95
Not enough data
8.6
95
Not enough data
8.8
99
Not enough data
7.9
91
Not enough data
8.1
89
Reporting
Not enough data
8.3
95
Not enough data
8.5
86
Not enough data
8.0
74
Access & Usability
Not enough data
7.2
74
Not enough data
8.1
80
Not enough data
8.6
91
Not enough data
7.8
68
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and ManageEngine ServiceDesk Plus are categorized as Help Desk
Unique Categories
ManageEngine ServiceDesk Plus is categorized as IT Service Management (ITSM) Tools, Service Desk, and Incident Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Information Technology and Services
18.9%
Financial Services
5.0%
Hospital & Health Care
4.6%
Oil & Energy
4.2%
Computer & Network Security
2.9%
Other
64.3%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
ManageEngine ServiceDesk Plus has no more discussions with answers
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