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Compare ManageEngine ServiceDesk Plus and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (59.4% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
$19.00 1 user per month billed annually
ManageEngine ServiceDesk Plus
Star Rating
(241)4.2 out of 5
Market Segments
Mid-Market (59.4% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,658)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in ticket creation user experience with a score of 8.8, while ManageEngine ServiceDesk Plus received a lower score of 8.2. Reviewers mention that the intuitive interface of Zendesk makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that ManageEngine ServiceDesk Plus shines in asset management with a score of 8.7, compared to Zendesk's score of 7.9. Users on G2 appreciate the comprehensive asset tracking features that allow for better visibility and management of IT assets.
- Users say that Zendesk Support Suite offers superior response automation capabilities, scoring 8.4, while ManageEngine ServiceDesk Plus scored higher at 8.7. Reviewers mention that the automation features in ManageEngine help streamline workflows and reduce manual intervention.
- G2 users highlight that Zendesk's reporting and analytics features are robust, with a score of 8.3, while ManageEngine ServiceDesk Plus scored slightly higher at 8.8. Users report that the detailed analytics in ManageEngine provide deeper insights into service performance and trends.
- Reviewers mention that Zendesk Support Suite provides a better ticket collaboration experience, scoring 8.6 compared to ManageEngine's 8.5. Users appreciate the seamless communication tools that facilitate teamwork on tickets in Zendesk.
- Users on G2 report that ManageEngine ServiceDesk Plus has a more effective change management feature, scoring 8.7, while Zendesk scored 8.4. Reviewers say that the structured approach to change management in ManageEngine helps organizations maintain compliance and minimize disruptions.
Pricing
Entry-Level Pricing
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
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
ManageEngine ServiceDesk Plus
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
216
8.6
5,116
Ease of Use
8.5
216
8.6
5,160
Ease of Setup
8.1
157
8.0
3,184
Ease of Admin
8.4
157
8.2
3,073
Quality of Support
8.1
201
8.4
4,794
Has the product been a good partner in doing business?
8.3
149
8.4
2,999
Product Direction (% positive)
8.2
208
8.0
4,770
Features by Category
Ticket and Case Management
8.5
32
8.8
2550
|
Verified
8.7
33
8.7
2565
|
Verified
8.6
32
8.5
2492
|
Verified
8.9
31
8.4
2337
|
Verified
8.4
32
8.2
1921
|
Verified
8.5
33
8.4
2398
|
Verified
8.6
32
8.6
2386
|
Verified
8.1
31
8.3
1853
|
Verified
Generative AI
6.8
13
7.6
384
6.9
13
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
8.4
32
8.5
2060
|
Verified
9.1
33
8.8
2309
|
Verified
7.9
27
8.4
1724
|
Verified
7.1
24
8.0
1428
|
Verified
6.5
24
8.0
1313
|
Verified
Platform
7.5
28
7.8
1387
|
Verified
7.9
32
8.0
1777
|
Verified
8.5
34
8.3
1947
|
Verified
7.8
31
8.2
1739
|
Verified
8.2
34
7.9
2339
|
Verified
8.3
33
8.0
2407
|
Verified
Administration
8.8
38
|
Verified
Not enough data
8.8
38
|
Verified
Not enough data
8.9
39
|
Verified
Not enough data
Service Desk
9.2
41
|
Verified
Not enough data
8.9
41
|
Verified
Not enough data
8.8
40
|
Verified
Not enough data
Management
8.6
37
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.6
35
|
Verified
Not enough data
8.7
36
|
Verified
Not enough data
8.1
34
|
Verified
Not enough data
Functionality
9.1
38
|
Verified
Not enough data
8.5
38
|
Verified
Not enough data
8.8
36
|
Verified
Not enough data
8.5
38
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
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
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Monitoring
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Not enough data
Management Tools
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Not enough data
Generative AI
7.6
12
Not enough data
7.6
12
Not enough data
Agentic AI - Incident 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
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
7.9
32
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1499
Not enough data
8.5
1436
Not enough data
8.0
1024
Not enough data
7.7
648
Not enough data
8.0
780
Self-Service Platform
Not enough data
8.2
828
Not enough data
8.2
841
Not enough data
7.7
658
Not enough data
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
93
Not enough data
8.6
95
Not enough data
8.8
99
Not enough data
7.9
91
Not enough data
8.1
89
Not enough data
Reporting
8.3
95
Not enough data
8.5
86
Not enough data
8.0
74
Not enough data
Access & Usability
7.2
74
Not enough data
8.1
80
Not enough data
8.6
91
Not enough data
7.9
67
Not enough data
Agentic AI - Service Desk
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ManageEngine ServiceDesk Plus and Zendesk for Customer Service are categorized as Help Desk
Unique Categories
ManageEngine ServiceDesk Plus is categorized as IT Service Management (ITSM) Tools, Service Desk, and Incident Management
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
19.1%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.8%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Alternatives
Discussions
ManageEngine ServiceDesk Plus has no discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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