# Freshservice vs ManageEngine ServiceDesk Plus Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in user satisfaction, boasting a significantly higher overall rating compared to ManageEngine ServiceDesk Plus. Users appreciate its intuitive interface and features like ticket categories and SLAs, which enhance organization and time management.
- **Users say** that Freshservice offers a smoother implementation process, with many highlighting the clear documentation and onboarding support that make setting up a professional help desk straightforward. In contrast, some ManageEngine users mention that while it is highly customizable, the need for custom coding can complicate the setup.
- **Reviewers mention** that Freshservice provides superior support quality, with a score reflecting its responsiveness and helpfulness. Users have noted that the integration capabilities with existing systems are seamless, enhancing their overall experience.
- **According to verified reviews** , ManageEngine ServiceDesk Plus is praised for its flexibility and rich configuration options, making it a strong choice for organizations that require extensive customization. However, some users feel that this flexibility comes at the cost of a steeper learning curve.
- **G2 reviewers highlight** that Freshservice's automation features, such as ticket routing and prioritization, significantly improve efficiency for support teams. Users have found these tools invaluable for managing workloads effectively, while ManageEngine users appreciate its ticket management but note that it can be less intuitive.
- **Users report** that both products serve the mid-market well, but Freshservice stands out with a more accessible entry-level price, making it a more attractive option for smaller businesses looking to implement IT service management without a hefty investment.



---
## Frequently Asked Questions

### What is the difference between Freshservice vs ManageEngine?

Freshservice stands out for its higher reviewer satisfaction scores and stronger ease-of-use, while ManageEngine is noted for its customizability and ITIL alignment.

| [Freshservice](https://www.g2.com/products/freshservice/reviews) | [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) |
| --- | --- |
| 4.6/5 (1351 reviews) | 4.2/5 (250 reviews) |
| Mid-Market | Mid-Market |
| 8.8 | 8.1 |
| 9.0 | 8.1 |
| Ease of Use (158 all-time mentions) | Customizability and ITIL Alignment |



### How do the pricing models of Freshservice and ManageEngine compare?

Freshservice is rated higher for value, with reviewers expressing greater satisfaction with its pricing compared to ManageEngine.

- **Freshservice:** Reviewers describe Freshservice as competitively priced, especially for its feature set, though some note that costs can rise with advanced features and add-ons.
- **ManageEngine:** Reviewers highlight ManageEngine's affordability, particularly for small businesses, but mention that its pricing structure based on technician count can be a drawback as organizations scale.
- **Switching reasons:** In recent reviews, buyers have switched to Freshservice for its modern interface and automation capabilities, citing improved ROI despite higher-tier costs.



### What are the best alternatives to Freshservice and ManageEngine?

The top 3 alternatives to Freshservice and ManageEngine are Jira Service Management, Vivantio, and NinjaOne.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | Competitive pricing, but costs can rise with advanced features | Ease of Use (158 all-time mentions) |
| [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | Affordable for small businesses, but technician-based pricing can be limiting | Customizability and ITIL Alignment |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | Integration with Atlassian ecosystem |
| [Vivantio](https://www.g2.com/products/vivantio/reviews) | 4.3/5 (295 reviews) | Mid-Market | — | Flexible configuration and customer support |
| [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5 (5025 reviews) | Mid-Market | — | Comprehensive endpoint management |



### Which IT Service Management (ITSM) Tools features should I prioritize when comparing Freshservice and ManageEngine?

Buyers comparing Freshservice and ManageEngine should prioritize Automation, Ease of Use, Customization, Integrations, and Asset Management.

- **Automation:** Freshservice (75 all-time mentions), ManageEngine (4 all-time mentions)
- **Ease of Use:** Freshservice (9.2), ManageEngine (8.5), with 158 and 9 all-time mentions respectively
- **Customization:** Freshservice (42 all-time mentions), ManageEngine (5 all-time mentions)
- **Integrations:** Freshservice (54 all-time mentions), ManageEngine (6 all-time mentions)
- **Asset Management:** Freshservice (47 all-time mentions), ManageEngine (6 all-time mentions)



### What are the pros and cons of Freshservice vs ManageEngine?

Freshservice's headline strength is ease of use and automation, while ManageEngine is recognized for its customizability and ITIL alignment.

- **Freshservice strengths:** Ease of Use (158 all-time mentions), Automation (75), Integrations (54), Customization (42), Asset Management (47), Intuitive UI (55), Efficiency (48)
- **Freshservice trade-offs:** Limited Customization (33), Learning Curve (36), Reporting and analytics can be rigid, Advanced features may require higher-tier plans
- **ManageEngine strengths:** Customizability, ITIL Alignment, Asset Management, Integration with other ManageEngine products, Affordable for small businesses
- **ManageEngine trade-offs:** Complexity and Steep Learning Curve (4), Limited Features (3), UI feels outdated, Technician-based pricing can be restrictive, Support responsiveness varies



### Is Freshservice or ManageEngine better for small businesses?

Freshservice is better suited for small businesses based on reviewer sentiment and ease of use.

- **Freshservice:** Largest segment is Mid-Market, but reviewers consistently highlight its user-friendly interface, quick onboarding, and suitability for small IT teams.
- **ManageEngine:** Largest segment is Mid-Market, with reviewers noting its affordability for small businesses but also mentioning a steeper learning curve and more complex setup.



### Which IT Service Management (ITSM) Tools platform has better integrations?

Freshservice is favored for integrations, with more reviewer-cited integrations and higher mention counts than ManageEngine.

- **Freshservice:** Integrates with Freshdesk (36 all-time mentions), Slack (24), and Jira (17), with 54 all-time mentions of integrations overall.
- **ManageEngine:** Integrates with Endpoint Central, Office 365, and Azure, with 6 all-time mentions of integrations.



### How do Freshservice and ManageEngine compare on customer support?

Freshservice leads on Quality of Support, with a 0.9-point advantage over ManageEngine (9.0 vs 8.1).

- **Freshservice:** Reviewers consistently praise responsive, helpful, and consistent support, with 34 all-time mentions of customer satisfaction and high scores for support quality.
- **ManageEngine:** Reviewers note good support experiences, especially for integration and troubleshooting, but also mention variability in responsiveness and support delays.



### Which is easier to implement, Freshservice or ManageEngine?

Freshservice is easier to implement, with a 0.7-point higher Ease of Setup score (8.8 vs 8.1) compared to ManageEngine.

- **Freshservice:** Reviewers highlight quick onboarding, intuitive setup, and minimal training required, with many citing implementation times of under two weeks.
- **ManageEngine:** Reviewers describe the setup as straightforward but note that initial configuration can be complex and time-consuming, especially for advanced features.



### Which product has better Automation?

Freshservice is the stronger platform for Automation, with significantly higher reviewer-cited automation mentions and satisfaction.

- **Freshservice:** Automation cited in 75 all-time reviews, with reviewers praising workflow automation, AI-driven ticket routing, and time-saving features.
- **ManageEngine:** Automation cited in 4 all-time reviews, with reviewers noting basic automation capabilities but fewer advanced features and more reliance on custom coding.



| | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 1,359 | 251 | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

### ManageEngine ServiceDesk Plus

Pros:
- Ease of Use (9 reviews)
- Features (8 reviews)

Cons:
- Complexity (4 reviews)
- Complex Setup (4 reviews)

---
## Ratings Comparison
| Rating | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1203 reviews) | 8.6 (224 reviews) | 
  | **Ease of Use** | 9.2 (1208 reviews) | 8.5 (224 reviews) | 
  | **Ease of Setup** | 8.8 (994 reviews) | 8.1 (165 reviews) | 
  | **Ease of Admin** | 9.0 (971 reviews) | 8.4 (161 reviews) | 
  | **Quality of Support** | 9.0 (1162 reviews) | 8.1 (208 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (946 reviews) | 8.3 (153 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1182 reviews) | 8.2 (215 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### ManageEngine ServiceDesk Plus

#### Entry-Level Pricing

Plan: Standard Edition help desk module

Price: Starts at $1195  (For 10 technicians annually)

Description: 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!

Key Features:
- Self service portal
- Incident management
- Active Directory integration

[Browse all 3 editions](https://www.g2.com/products/manageengine-servicedesk-plus/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.9/10 | 8 |
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 40 |

#### Ticket and Case Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (5 reviews) | 8.5 (33 reviews) | 
| **Ticket response user experience** | 7.7 (5 reviews) | 8.8 (35 reviews) | 
| **Workflow** | Not enough data | 8.7 (33 reviews) | 
| **Response Automation** | Not enough data | 8.9 (32 reviews) | 
| **SLA Management** | 9.7 (5 reviews) | 8.4 (33 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.5 (34 reviews) | 
| **Ticket Collaboration** | 9.3 (5 reviews) | 8.6 (32 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.1 (31 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.8 (13 reviews) | 
| **AI Text Summarization** | Not enough data | 6.9 (13 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (32 reviews) | 
| **Email to Case** | Not enough data | 9.1 (33 reviews) | 
| **Chat/Live Support** | Not enough data | 7.9 (27 reviews) | 
| **Social Integration** | Not enough data | 7.1 (24 reviews) | 
| **Voice** | Not enough data | 6.5 (24 reviews) | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Mobile User Support** | 8.7 (5 reviews) | 7.5 (28 reviews) | 
| **Customization ** | Not enough data | 7.9 (33 reviews) | 
| **User, Role, and Access Management** | 9.0 (5 reviews) | 8.6 (35 reviews) | 
| **Third-Party Integrations** | 9.3 (5 reviews) | 7.9 (32 reviews) | 
| **Reporting** | Not enough data | 8.3 (35 reviews) | 
| **Activity Dashboard** | 8.7 (5 reviews) | 8.3 (34 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.5/10 | 467 |
| **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 |

#### Administration

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Change Management** | 8.6 (321 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (349 reviews) ✓ Verified | 8.8 (38 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (381 reviews) ✓ Verified | 8.9 (39 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | 9.3 (5 reviews) | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | 9.2 (10 reviews) | Not enough data | 
| **Workflow Management** | 9.5 (7 reviews) | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | 8.3 (5 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Help Desk** | 9.4 (414 reviews) ✓ Verified | 9.2 (42 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (374 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (371 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Reporting** | 8.5 (319 reviews) ✓ Verified | 8.6 (38 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (318 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Access Management** | 8.8 (282 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (289 reviews) ✓ Verified | 8.7 (36 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (226 reviews) ✓ Verified | 8.1 (34 reviews) ✓ Verified | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticketing System** | 9.5 (348 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (267 reviews) ✓ Verified | 8.5 (38 reviews) ✓ Verified | 
| **Alerting** | 8.7 (265 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Automation** | 8.8 (315 reviews) ✓ Verified | 8.5 (39 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (14 reviews) | Not enough data | 
| **Adaptive Learning** | 7.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 7.9 (7 reviews) | Not enough data | 
| **Decision Making** | 7.6 (7 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | 9.4 (6 reviews) | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 368 |
| **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 |

#### Monitoring

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Constant Monitoring** | 8.3 (265 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 
| **Timely Alerts** | 8.6 (301 reviews) ✓ Verified | 9.2 (30 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (318 reviews) ✓ Verified | 9.1 (31 reviews) ✓ Verified | 
| **AI Monitoring** | 6.0 (24 reviews) | 6.4 (6 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Ticket Assignment** | 9.1 (339 reviews) ✓ Verified | 9.2 (32 reviews) ✓ Verified | 
| **Standardization** | 8.9 (329 reviews) | 8.7 (30 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.5 (293 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 7.8 (135 reviews) | 7.6 (12 reviews) | 
| **AI Text Summarization** | 7.8 (134 reviews) | 7.6 (12 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Requisition Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Maintenance Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Supplier Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Cost Tracking** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Barcode/Ticket Scanning** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.9/10 | 153 |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Summarization** | 7.2 (75 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Knowledge Base** | 8.4 (139 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (133 reviews) | Not enough data | 
| **Community Forums** | 7.1 (112 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (114 reviews) | Not enough data | 
| **Personalization** | 8.2 (133 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Branding** | 8.5 (134 reviews) | Not enough data | 
| **Automation** | 8.7 (139 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.0 (107 reviews) | Not enough data | 
| **Integrations** | 8.0 (129 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.7/10 | 70 |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **AI Text Generation** | 7.7 (69 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.8/10 | 847 |
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 114 |

#### Incident Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (736 reviews) | 8.7 (95 reviews) | 
| **Ticket Prioritization** | 8.9 (736 reviews) | 8.6 (96 reviews) | 
| **Ticket Notifications** | 9.0 (795 reviews) | 8.8 (99 reviews) | 
| **Knowledge Base** | 8.6 (728 reviews) | 7.9 (91 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.1 (89 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Dashboards** | 8.6 (774 reviews) | 8.3 (95 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.5 (86 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.0 (74 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Mobile** | 8.4 (700 reviews) | 7.2 (75 reviews) | 
| **Self Service** | 8.9 (727 reviews) | 8.2 (83 reviews) | 
| **Active Directory** | 8.5 (549 reviews) | 8.6 (91 reviews) | 
| **Multi-Channel Access** | 8.6 (561 reviews) | 7.9 (69 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | 6.4 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 6.4 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 6.7 (6 reviews) | Not enough data | 
| **Adaptive Learning** | 6.4 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (6 reviews) | Not enough data | 
| **Proactive Assistance** | 5.8 (6 reviews) | Not enough data | 
| **Decision Making** | 5.8 (6 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |

#### Analysis

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Security

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 
| **Remote Monitoring & Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Audit Trail** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Security Tools** | Not enough data | Not enough data | 
| **Server Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization and Recommendation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **IT Reporting** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Issue Auditing** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (5):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | ManageEngine ServiceDesk Plus | 
|---|---|---|
| **Small-Business** | 17.7% | 8.6% | 
| **Mid-Market** | 61.4% | 59.4% | 
| **Enterprise** | 20.9% | 32.0% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.4%
- **Construction:** 4.4%
- **Hospital & Health Care:** 3.6%
- **Education Management:** 3.5%
- **Financial Services:** 3.3%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 1.9%
- **Other:** 50.1%

#### ManageEngine ServiceDesk Plus

- **Information Technology and Services:** 18.5%
- **Financial Services:** 4.9%
- **Hospital & Health Care:** 4.9%
- **Oil & Energy:** 4.1%
- **Computer & Network Security:** 3.3%
- **Health, Wellness and Fitness:** 2.9%
- **Computer Software:** 2.5%
- **Education Management:** 2.5%
- **Non-Profit Organization Management:** 2.1%
- **Marketing and Advertising:** 2.1%
- **Other:** 52.3%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5038 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1274 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (324 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7089 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (974 reviews)

### Alternatives to ManageEngine ServiceDesk Plus

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews) — 3.9/5 stars (60 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (299 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (324 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1274 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 4 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### ManageEngine ServiceDesk Plus

- Title: [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-manageengine-servicedesk-plus)