Introducing G2.ai, the future of software buying.Try now
Compare Freshservice and ManageEngine ServiceDesk Plus 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
SysAid
Visit Website
At a Glance
Market Segments
Mid-Market (62.3% of reviews)
Mid-Market (59.2% of reviews)
Entry-Level Pricing
$19.00
Starts at $1195 (For 10 technicians annually)
Freshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansManageEngine ServiceDesk Plus
Star Rating
(241)4.2 out of 5
Market Segments
Mid-Market (59.2% of reviews)
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.
- Users report that Freshservice excels in its Ease of Use with a score of 9.2, making it more intuitive for new users compared to ManageEngine ServiceDesk Plus, which has a score of 8.5. Reviewers mention that the user interface is clean and straightforward, facilitating quicker onboarding.
- Reviewers mention that Freshservice's Ticket Creation User Experience is rated at 8.2, while ManageEngine ServiceDesk Plus does not have a specific score for this feature. Users on G2 appreciate the streamlined process in Freshservice, which allows for faster ticket submissions.
- G2 users highlight Freshservice's superior Response Automation with a score of 8.7, compared to ManageEngine ServiceDesk Plus, which lacks a specific score. Reviewers say that the automation features in Freshservice significantly reduce response times and improve efficiency.
- Users say that Freshservice's Knowledge Base/Ticket Integration is rated at 8.7, while ManageEngine ServiceDesk Plus scores 8.1. Reviewers mention that the seamless integration helps in resolving tickets faster by providing relevant articles directly within the ticketing system.
- Reviewers mention that Freshservice's Self-Service Experience is rated at 8.9, compared to ManageEngine ServiceDesk Plus's score of 8.1. Users report that the self-service portal in Freshservice is more user-friendly, allowing customers to find solutions without needing to contact support.
- Users on G2 report that Freshservice's Mobile Optimization is rated at 7.6, while ManageEngine ServiceDesk Plus scores lower at 7.0. Reviewers say that Freshservice's mobile app provides a better experience for managing tickets on the go, which is crucial for IT teams working remotely.
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
1,166
8.6
215
Ease of Use
9.2
1,168
8.5
215
Ease of Setup
8.8
952
8.1
156
Ease of Admin
9.0
956
8.4
156
Quality of Support
9.0
1,126
8.2
200
Has the product been a good partner in doing business?
9.1
931
8.3
148
Product Direction (% positive)
9.5
1,153
8.2
207
Features by Category
Ticket and Case Management
Not enough data
8.5
32
Not enough data
8.7
33
Not enough data
8.6
32
Not enough data
8.9
31
Not enough data
8.4
32
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
7.4
27
Not enough data
7.9
31
Not enough data
8.6
33
Not enough data
7.8
31
Not enough data
8.3
33
Not enough data
8.3
32
Administration
8.6
320
|
Verified
8.8
38
|
Verified
8.4
345
|
Verified
8.8
38
|
Verified
8.4
373
|
Verified
8.9
39
|
Verified
Service Desk
9.4
402
|
Verified
9.2
41
|
Verified
9.1
377
|
Verified
8.9
41
|
Verified
8.8
369
|
Verified
8.8
40
|
Verified
Management
8.5
312
|
Verified
8.6
37
|
Verified
8.9
319
|
Verified
8.6
35
|
Verified
8.8
283
|
Verified
8.6
35
|
Verified
8.5
285
|
Verified
8.7
36
|
Verified
8.2
230
|
Verified
8.1
34
|
Verified
Functionality
9.4
333
|
Verified
9.1
38
|
Verified
8.7
271
|
Verified
8.5
38
|
Verified
8.7
268
|
Verified
8.8
36
|
Verified
8.8
302
|
Verified
8.5
38
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
266
|
Verified
8.9
29
|
Verified
8.6
302
|
Verified
9.2
30
|
Verified
8.8
319
|
Verified
9.1
31
|
Verified
6.1
25
6.4
6
Management Tools
9.0
340
|
Verified
9.2
32
|
Verified
8.9
330
8.7
30
|
Verified
8.5
294
|
Verified
8.9
29
|
Verified
Generative AI
7.8
136
7.6
12
7.8
135
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
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
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
735
8.7
93
8.9
738
8.6
94
9.0
791
8.8
98
8.6
727
8.0
90
8.6
692
8.1
88
Reporting
8.6
773
8.4
94
8.2
636
8.5
85
8.2
615
8.1
73
Access & Usability
8.4
701
7.2
74
8.9
724
8.1
80
8.5
549
8.5
90
8.7
561
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
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
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
19.2%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.7%
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 discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
