# GLPI, ManageEngine ServiceDesk Plus vs Freshservice Comparison

| | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.2 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 40 | 249 | 1,335 | 
| **Largest Market Segment** | Mid-Market (36.1% of reviews) | Mid-Market (59.8% of reviews) | Mid-Market (61.9% of reviews) | 
| **Entry Level Price** | €19.00 Per Month | Starts at $1195  (For 10 technicians annually) | $19.00 | 

---
## Top Pros & Cons

### GLPI

Pros:
- Ease of Use (2 reviews)
- Asset Management (1 reviews)

Cons:
- Complex Configuration (1 reviews)
- Inadequate Reporting (1 reviews)

### ManageEngine ServiceDesk Plus

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

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

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

---
## Ratings Comparison
| Rating | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
  | **Meets Requirements** | 9.0 (28 reviews) | 8.6 (221 reviews) | 8.9 (1184 reviews) | 
  | **Ease of Use** | 8.6 (29 reviews) | 8.5 (221 reviews) | 9.2 (1189 reviews) | 
  | **Ease of Setup** | 8.2 (16 reviews) | 8.1 (162 reviews) | 8.8 (974 reviews) | 
  | **Ease of Admin** | 9.1 (15 reviews) | 8.4 (159 reviews) | 9.0 (958 reviews) | 
  | **Quality of Support** | 8.4 (20 reviews) | 8.1 (205 reviews) | 9.0 (1144 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (11 reviews) | 8.3 (151 reviews) | 9.1 (933 reviews) | 
  | **Product Direction (% positive)** | 8.6 (25 reviews) | 8.1 (213 reviews) | 9.5 (1167 reviews) | 

---
## Pricing

### GLPI

#### Entry-Level Pricing

Plan: GLPI Network Cloud

Price: €19.00 Per Month

Description: The most advanced GLPI Network Cloud offer: all exclusive plugins included.

Key Features:
- Free backups
- Free updates
- Free data migration

[Browse all 4 editions](https://www.g2.com/products/glpi/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

### 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

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 |
| **Freshservice** | N/A | N/A |

#### Ticket and Case Management

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.5 (32 reviews) | Not enough data | 
| **Ticket response user experience** | Not enough data | 8.7 (33 reviews) | Not enough data | 
| **Workflow** | Not enough data | 8.7 (33 reviews) | Not enough data | 
| **Response Automation** | Not enough data | 8.9 (32 reviews) | Not enough data | 
| **SLA Management** | Not enough data | 8.4 (33 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 8.5 (33 reviews) | Not enough data | 
| **Ticket Collaboration** | Not enough data | 8.6 (32 reviews) | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 8.1 (31 reviews) | Not enough data | 

#### Generative AI

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

#### Agentic AI - Help Desk

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

#### Communication Channels

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

#### Platform

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (28 reviews) | Not enough data | 
| **Customization ** | Not enough data | 7.9 (32 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.5 (34 reviews) | Not enough data | 
| **Integration** | Not enough data | 7.8 (31 reviews) | Not enough data | 
| **Reporting** | Not enough data | 8.2 (34 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 8.3 (33 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 |
| **Freshservice** | 8.4/10 | 447 |

#### Administration

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Change Management** | Not enough data | 8.8 (39 reviews) ✓ Verified | 8.6 (324 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (38 reviews) ✓ Verified | 8.4 (351 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.9 (39 reviews) ✓ Verified | 8.3 (375 reviews) ✓ Verified | 

#### Service Desk

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Help Desk** | Not enough data | 9.2 (42 reviews) ✓ Verified | 9.5 (410 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 8.9 (41 reviews) ✓ Verified | 9.1 (377 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.9 (41 reviews) ✓ Verified | 8.8 (373 reviews) ✓ Verified | 

#### Management

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Reporting** | Not enough data | 8.6 (38 reviews) ✓ Verified | 8.5 (313 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.6 (35 reviews) ✓ Verified | 8.9 (320 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.6 (35 reviews) ✓ Verified | 8.8 (283 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.7 (36 reviews) ✓ Verified | 8.5 (290 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.1 (34 reviews) ✓ Verified | 8.1 (228 reviews) ✓ Verified | 

#### Functionality

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Ticketing System** | Not enough data | 9.1 (39 reviews) ✓ Verified | 9.5 (343 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.5 (38 reviews) ✓ Verified | 8.7 (269 reviews) ✓ Verified | 
| **Alerting** | Not enough data | 8.8 (36 reviews) ✓ Verified | 8.7 (267 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.5 (39 reviews) ✓ Verified | 8.8 (310 reviews) ✓ Verified | 

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

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.9 (8 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 6.9 (8 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.5 (13 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.4 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.1 (9 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 8.0 (9 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 |
| **Freshservice** | 7.4/10 | 368 |

#### Monitoring

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (29 reviews) ✓ Verified | 8.3 (267 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.2 (30 reviews) ✓ Verified | 8.6 (303 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (31 reviews) ✓ Verified | 8.8 (320 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 6.4 (6 reviews) | 6.1 (26 reviews) | 

#### Management Tools

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (32 reviews) ✓ Verified | 9.0 (341 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.7 (30 reviews) ✓ Verified | 8.9 (331 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.9 (29 reviews) ✓ Verified | 8.5 (295 reviews) ✓ Verified | 

#### Generative AI

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (12 reviews) | 7.8 (137 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (12 reviews) | 7.8 (136 reviews) | 

#### Agentic AI - Incident Management

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 5.6 (6 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 5.6 (6 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 5.8 (6 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 6.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.0 (5 reviews) | 

### IT Asset Management

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

#### Asset Inventory

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

#### Generative AI

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

#### Agentic AI - IT Asset Management

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

#### Management

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |
| **Freshservice** | 6.9/10 | 153 |

#### Generative AI

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 7.2 (76 reviews) | 

#### Self-Service Experience

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 8.4 (140 reviews) | 
| **Searchable Articles** | Not enough data | Not enough data | 8.7 (134 reviews) | 
| **Community Forums** | Not enough data | Not enough data | 7.1 (113 reviews) | 
| **Mobile Optimization** | Not enough data | Not enough data | 7.6 (115 reviews) | 
| **Personalization** | Not enough data | Not enough data | 8.2 (134 reviews) | 

#### Self-Service Platform

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Branding** | Not enough data | Not enough data | 8.5 (135 reviews) | 
| **Automation** | Not enough data | Not enough data | 8.7 (140 reviews) | 
| **Artificial Intelligence** | Not enough data | Not enough data | 7.1 (108 reviews) | 
| **Integrations** | Not enough data | Not enough data | 8.1 (130 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.0 (5 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 5.3 (5 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 5.3 (5 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 5.3 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 5.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 5.0 (5 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 5.3 (5 reviews) | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | N/A | N/A |
| **Freshservice** | 7.1/10 | 70 |

#### Generative AI

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (70 reviews) | 

#### Agentic AI - IT Alerting

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.0 (5 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | 8.6/10 | 26 |
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 |
| **Freshservice** | 8.0/10 | 844 |

#### Incident Management

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Automate Ticket Routing** | 9.4 (19 reviews) | 8.7 (95 reviews) | 9.1 (737 reviews) | 
| **Ticket Prioritization** | 8.8 (20 reviews) | 8.6 (95 reviews) | 8.9 (737 reviews) | 
| **Ticket Notifications** | 9.5 (22 reviews) | 8.8 (99 reviews) | 9.0 (796 reviews) | 
| **Knowledge Base** | 8.4 (19 reviews) | 7.9 (91 reviews) | 8.6 (729 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.9 (17 reviews) | 8.1 (89 reviews) | 8.6 (695 reviews) | 

#### Reporting

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Dashboards** | 8.6 (22 reviews) | 8.3 (95 reviews) | 8.6 (775 reviews) | 
| **Time Tracking** | 8.9 (19 reviews) | 8.5 (86 reviews) | 8.2 (639 reviews) | 
| **Surveys** | 7.5 (17 reviews) | 8.0 (74 reviews) | 8.2 (615 reviews) | 

#### Access & Usability

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Mobile** | 7.6 (20 reviews) | 7.2 (75 reviews) | 8.4 (701 reviews) | 
| **Self Service** | 8.8 (23 reviews) | 8.1 (81 reviews) | 8.9 (728 reviews) | 
| **Active Directory** | 9.0 (20 reviews) | 8.6 (91 reviews) | 8.5 (550 reviews) | 
| **Multi-Channel Access** | 9.1 (16 reviews) | 7.9 (69 reviews) | 8.6 (562 reviews) | 

#### Agentic AI - Service Desk

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.1 (8 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 6.7 (8 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.0 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.1 (8 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 6.7 (8 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 6.7 (8 reviews) | 

### Enterprise IT Management

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

#### Analysis

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

#### Platform

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

#### Security

| Feature | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Endpoint Protection** | Not enough data | Not enough data | 7.8 (178 reviews) | 
| **Patch Management** | Not enough data | Not enough data | 7.0 (107 reviews) | 
| **Disaster Recovery** | Not enough data | Not enough data | 7.5 (166 reviews) | 
| **Service Management** | Not enough data | Not enough data | 8.9 (283 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 8.8 (286 reviews) | 

#### Agentic AI - Enterprise IT Management

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

---
## Categories
**Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to GLPI (1):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management)

**Unique to ManageEngine ServiceDesk Plus (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (8):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [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), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | GLPI | ManageEngine ServiceDesk Plus | Freshservice | 
|---|---|---|---|
| **Small-Business** | 30.6% | 8.7% | 17.6% | 
| **Mid-Market** | 36.1% | 59.8% | 61.9% | 
| **Enterprise** | 33.3% | 31.5% | 20.5% | 

### By Industry

#### GLPI

- **Information Technology and Services:** 18.9%
- **Telecommunications:** 13.5%
- **Government Administration:** 8.1%
- **Computer & Network Security:** 8.1%
- **Oil & Energy:** 5.4%
- **Hospital & Health Care:** 5.4%
- **Banking:** 5.4%
- **Accounting:** 2.7%
- **Architecture & Planning:** 2.7%
- **Automotive:** 2.7%
- **Other:** 27.0%

#### ManageEngine ServiceDesk Plus

- **Information Technology and Services:** 18.8%
- **Hospital & Health Care:** 5.0%
- **Financial Services:** 5.0%
- **Oil & Energy:** 4.2%
- **Computer & Network Security:** 2.9%
- **Health, Wellness and Fitness:** 2.9%
- **Computer Software:** 2.5%
- **Education Management:** 2.5%
- **Non-Profit Organization Management:** 2.1%
- **Hospitality:** 2.1%
- **Other:** 52.1%

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

---
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- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1134 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 3.9/5 stars (214 reviews)

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 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 (4302 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1859 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1134 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (941 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

---
## Top Discussions

### GLPI

- Title: [What is GLPI ticket?](https://www.g2.com/discussions/what-is-glpi-ticket) — 1 comment
  > **Top comment:** "“Support ticket” is a term popularized by support software to describe an interaction between customers and support teams. When customers have problems, they..."
- Title: [Is GLPI free to use?](https://www.g2.com/discussions/is-glpi-free-to-use) — 1 comment, 1 upvote
  > **Top comment:** "Yes !

As 100% open source free software (GNU GPL License), GLPI is free to use! 

To be accompanied by certified experts, to benefit from unlimited..."

### 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."

### 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) — 3 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..."

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