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Compare Freshservice and ManageEngine ServiceDesk Plus 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (59.7% of reviews)
Entry-Level Pricing
$19.00
Starts at $1195 (For 10 technicians annually)
Freshservice
Star Rating
(1,311)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansManageEngine ServiceDesk Plus
Star Rating
(244)4.2 out of 5
Market Segments
Mid-Market (59.7% 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 Freshservice excels in overall user satisfaction, boasting a significantly higher G2 Score compared to ManageEngine ServiceDesk Plus. Users appreciate its intuitive interface and modern tools that streamline customer support, making it a preferred choice for many organizations.
- Users say that Freshservice's implementation process is notably quick and user-friendly, with many highlighting the intuitive onboarding wizard. In contrast, ManageEngine ServiceDesk Plus has received feedback indicating that while it offers a comprehensive set of features, the setup can be more complex and time-consuming.
- Reviewers mention that Freshservice provides a versatile platform that supports multiple departments beyond IT, which has been beneficial for organizations looking to consolidate their tools. Users have noted that they could replace several applications with Freshservice, enhancing efficiency and reducing costs.
- According to verified reviews, Freshservice outshines ManageEngine in terms of ease of use, with users rating it higher for daily usability. Many users have praised its ability to automate ticket routing and notifications, which simplifies the support process and improves response times.
- G2 reviewers highlight that while ManageEngine ServiceDesk Plus offers a wide range of features, including inventory management and problem logging, it sometimes lacks the same level of user-friendliness that Freshservice provides. Users have noted that the integration capabilities are strong, but the overall experience can feel less streamlined.
- Users report that Freshservice's quality of support is a standout feature, with many praising the responsiveness and helpfulness of the support team. In comparison, ManageEngine's support has received mixed reviews, with some users expressing a desire for quicker response times and more comprehensive assistance.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
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
Freshservice
Free Trial is available
ManageEngine ServiceDesk Plus
Free Trial is available
Ratings
Meets Requirements
8.9
1,171
8.6
218
Ease of Use
9.2
1,174
8.5
218
Ease of Setup
8.8
957
8.1
160
Ease of Admin
9.0
958
8.4
158
Quality of Support
9.0
1,131
8.1
202
Has the product been a good partner in doing business?
9.1
933
8.3
150
Product Direction (% positive)
9.5
1,158
8.2
210
Features by Category
Ticket and Case Management
Not enough data
8.5
32
Not enough data
8.7
33
Not enough data
8.7
33
Not enough data
8.9
32
Not enough data
8.4
33
Not enough data
8.5
33
Not enough data
8.6
32
Not enough data
8.1
31
Generative AI
Not enough data
6.8
13
Not enough data
6.9
13
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.4
32
Not enough data
9.1
33
Not enough data
7.9
27
Not enough data
7.1
24
Not enough data
6.5
24
Platform
Not enough data
7.5
28
Not enough data
7.9
32
Not enough data
8.5
34
Not enough data
7.8
31
Not enough data
8.2
34
Not enough data
8.3
33
Administration
8.6
321
|
Verified
8.8
39
|
Verified
8.4
345
|
Verified
8.8
38
|
Verified
8.4
373
|
Verified
8.9
39
|
Verified
Service Desk
9.4
403
|
Verified
9.2
42
|
Verified
9.1
376
|
Verified
8.9
41
|
Verified
8.8
369
|
Verified
8.9
41
|
Verified
Management
8.5
312
|
Verified
8.6
38
|
Verified
8.9
318
|
Verified
8.6
35
|
Verified
8.8
282
|
Verified
8.6
35
|
Verified
8.5
286
|
Verified
8.7
36
|
Verified
8.1
229
|
Verified
8.1
34
|
Verified
Functionality
9.4
334
|
Verified
9.1
39
|
Verified
8.7
270
|
Verified
8.5
38
|
Verified
8.7
267
|
Verified
8.8
36
|
Verified
8.8
303
|
Verified
8.5
39
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
8
Not enough data
8.0
9
Not enough data
Monitoring
8.3
268
|
Verified
8.9
29
|
Verified
8.6
304
|
Verified
9.2
30
|
Verified
8.8
321
|
Verified
9.1
31
|
Verified
6.1
26
6.4
6
Management Tools
9.0
342
|
Verified
9.2
32
|
Verified
8.9
332
8.7
30
|
Verified
8.5
296
|
Verified
8.9
29
|
Verified
Generative AI
7.8
137
7.6
12
7.8
136
7.6
12
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Generative AI
7.2
76
Not enough data
Self-Service Experience
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Not enough data
Self-Service Platform
8.5
135
Not enough data
8.7
139
Not enough data
7.1
108
Not enough data
8.1
130
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
737
8.7
95
8.9
740
8.6
95
9.0
794
8.8
99
8.6
730
7.9
91
8.6
694
8.1
89
Reporting
8.6
775
8.3
95
8.2
638
8.5
86
8.2
617
8.0
74
Access & Usability
8.4
703
7.2
74
8.9
726
8.1
80
8.5
551
8.6
91
8.7
563
7.9
67
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT 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
Categories
Categories
Shared Categories
Freshservice and ManageEngine ServiceDesk Plus are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Unique Categories
Freshservice is categorized as IT Asset Management, IT Alerting, Enterprise IT Management, Customer Self-Service, and Configuration Management
ManageEngine ServiceDesk Plus is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
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
19.7%
Computer Software
5.6%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
Information Technology and Services
19.0%
Financial Services
5.1%
Hospital & Health Care
4.6%
Oil & Energy
4.2%
Health, Wellness and Fitness
3.0%
Other
64.1%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
ManageEngine ServiceDesk Plus has no more discussions with answers
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