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Compare Freshservice and ManageEngine ServiceDesk Plus MSP 
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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (53.8% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,307)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 MSP
Star Rating
(15)4.4 out of 5
Market Segments
Mid-Market (53.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ManageEngine ServiceDesk Plus MSPSummary
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 user-friendly compared to ManageEngine ServiceDesk Plus MSP, which has a score of 8.2. Reviewers mention that the intuitive interface allows for quicker onboarding and less training time.
- Reviewers mention that Freshservice's Incident Management features, particularly the Automate Ticket Routing functionality, scored 9.1, indicating a strong capability in efficiently managing tickets. In contrast, ManageEngine's ticket prioritization feature scored 9.3, which users say is beneficial for urgent issues but lacks the same level of automation.
- G2 users highlight Freshservice's superior Knowledge Base integration with a score of 8.6, which allows for seamless access to information during ticket resolution. Users on G2 report that ManageEngine's Knowledge Base scored lower at 7.3, indicating a less effective integration that can hinder support efficiency.
- Users say that Freshservice's Quality of Support is rated at 9.0, with many reviewers praising the responsiveness and helpfulness of the support team. In comparison, ManageEngine's support quality is rated at 8.3, with some users mentioning longer wait times for assistance.
- Reviewers mention that Freshservice's Product Direction is highly rated at 9.4, indicating a positive outlook for future updates and features. In contrast, ManageEngine's score of 6.5 suggests that users are less confident in the product's future development and enhancements.
- Users report that Freshservice's Self-Service Experience is enhanced by its mobile optimization score of 7.6, which allows users to access support on-the-go. Meanwhile, ManageEngine's mobile capabilities are perceived as less robust, impacting user satisfaction in mobile support scenarios.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
ManageEngine ServiceDesk Plus MSP
No pricing availableFree Trial
Freshservice
Free Trial is available
ManageEngine ServiceDesk Plus MSP
No trial information availableRatings
Meets Requirements
8.9
1,168
9.2
10
Ease of Use
9.2
1,170
8.2
10
Ease of Setup
8.8
953
7.8
6
Ease of Admin
9.0
957
8.3
6
Quality of Support
9.0
1,128
8.3
9
Has the product been a good partner in doing business?
9.1
932
8.9
6
Product Direction (% positive)
9.5
1,155
6.5
10
Features by Category
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Not enough data
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
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
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
736
Not enough data
8.9
739
9.3
5
9.0
792
8.9
6
8.6
728
7.3
5
8.6
693
6.7
5
Reporting
8.6
774
8.3
6
8.2
637
7.8
6
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
8.3
5
8.7
562
Not enough data
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 MSP are categorized as Service Desk
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
ManageEngine ServiceDesk Plus MSP has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ManageEngine ServiceDesk Plus MSP
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
63.4%
Information Technology and Services
23.1%
Government Administration
15.4%
Retail
7.7%
Pharmaceuticals
7.7%
Insurance
7.7%
Other
38.5%
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 MSP has no discussions with answers
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