Compare Freshservice and ManageEngine ServiceDesk Plus 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (60.0% of reviews)
Entry-Level Pricing
$19.00
Starts at $1195 (For 10 technicians annually)
Freshservice
Star Rating
(1,238)4.6 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansManageEngine ServiceDesk Plus
Star Rating
(231)4.2 out of 5
Market Segments
Mid-Market (60.0% 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 Ease of Use with a score of 9.2, while ManageEngine ServiceDesk Plus lags behind at 8.5. Reviewers mention that Freshservice's intuitive interface makes it easier for new users to navigate and manage tickets effectively.
- Reviewers mention that Freshservice offers superior Ticket Creation User Experience with a score of 8.2, compared to ManageEngine's lack of a score in this area. Users say that Freshservice's streamlined ticket creation process allows for quicker issue reporting and resolution.
- G2 users highlight Freshservice's strong performance in Response Automation with a score of 8.7, while ManageEngine ServiceDesk Plus has a lower score of 8.6. Users report that Freshservice's automation features significantly reduce response times and improve efficiency.
- Reviewers mention that ManageEngine ServiceDesk Plus shines in Change Management with a score of 8.7, slightly outperforming Freshservice's score of 8.6. Users say that ManageEngine provides more robust tools for tracking and implementing changes within the IT environment.
- Users on G2 report that Freshservice's Knowledge Base integration is rated at 8.6, while ManageEngine's is lower at 8.0. Reviewers say that Freshservice's knowledge base is more user-friendly and accessible, enhancing self-service capabilities for end-users.
- Reviewers mention that ManageEngine ServiceDesk Plus has a strong focus on Asset Management with a score of 8.7, compared to Freshservice's score of 8.3. Users report that ManageEngine provides more comprehensive asset tracking features, which are crucial for IT departments managing multiple resources.
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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
1,105
8.6
207
Ease of Use
9.2
1,104
8.5
207
Ease of Setup
8.8
890
8.1
148
Ease of Admin
9.0
909
8.4
149
Quality of Support
9.0
1,066
8.2
192
Has the product been a good partner in doing business?
9.1
885
8.3
142
Product Direction (% positive)
9.4
1,094
8.2
199
Features by Category
Ticket and Case Management
Not enough data
8.3
26
Not enough data
8.5
27
Not enough data
8.5
26
Not enough data
8.7
25
Not enough data
8.2
26
Not enough data
8.3
27
Not enough data
8.6
26
Not enough data
7.9
25
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Communication Channels
Not enough data
8.3
26
Not enough data
9.0
27
Not enough data
7.8
21
Not enough data
7.1
18
Not enough data
6.9
18
Platform
Not enough data
7.3
20
Not enough data
7.7
24
Not enough data
8.5
26
Not enough data
7.6
24
Not enough data
8.0
26
Not enough data
8.3
25
Administration
8.6
280
|
Verified
8.8
32
|
Verified
8.3
308
|
Verified
8.7
32
|
Verified
8.3
333
|
Verified
8.8
33
|
Verified
Service Desk
9.4
362
|
Verified
9.1
35
|
Verified
9.1
337
|
Verified
8.8
35
|
Verified
8.9
329
|
Verified
8.7
34
|
Verified
Management
8.5
273
|
Verified
8.4
31
|
Verified
8.9
280
|
Verified
8.4
29
|
Verified
8.8
244
|
Verified
8.5
29
|
Verified
8.5
247
|
Verified
8.6
30
|
Verified
8.2
193
|
Verified
7.9
28
|
Verified
Functionality
9.5
293
|
Verified
9.0
32
|
Verified
8.8
232
|
Verified
8.3
32
|
Verified
8.8
229
|
Verified
8.6
30
|
Verified
8.8
263
|
Verified
8.4
32
|
Verified
Administration
Not enough data
9.7
10
|
Verified
Not enough data
9.6
9
|
Verified
Not enough data
9.8
10
|
Verified
Monitoring and Management
Not enough data
9.1
11
|
Verified
Not enough data
9.5
10
|
Verified
Not enough data
9.8
9
|
Verified
Not enough data
10.0
8
|
Verified
Organization
Not enough data
9.6
9
|
Verified
Service Management
Not enough data
9.3
10
|
Verified
Not enough data
10.0
9
|
Verified
Not enough data
9.7
10
|
Verified
Monitoring
8.4
233
|
Verified
8.9
23
|
Verified
8.7
268
|
Verified
9.2
24
|
Verified
8.8
285
|
Verified
9.1
25
|
Verified
Management Tools
9.1
306
|
Verified
9.2
26
|
Verified
8.9
295
8.7
24
|
Verified
8.5
261
|
Verified
8.9
23
|
Verified
Generative AI
8.3
102
Feature Not Available
8.2
102
Feature Not Available
Generative AI
7.5
53
Not enough data
Self-Service Experience
8.6
113
Not enough data
8.9
109
Not enough data
7.3
90
Not enough data
7.6
91
Not enough data
8.2
111
Not enough data
Self-Service Platform
8.5
111
Not enough data
8.7
115
Not enough data
7.3
85
Not enough data
8.0
107
Not enough data
Generative AI
8.0
50
Not enough data
Incident Management
9.1
699
8.6
87
8.9
702
8.6
88
9.0
755
8.8
92
8.6
691
8.0
84
8.7
656
8.1
82
Reporting
8.6
737
8.3
88
8.2
602
8.5
79
8.2
580
8.1
67
Access & Usability
8.4
665
7.1
68
8.9
688
8.1
74
8.5
515
8.5
84
8.7
527
7.9
61
Analysis
7.5
154
Not enough data
Platform
8.3
209
Not enough data
8.3
192
Not enough data
8.7
235
Not enough data
8.4
262
Not enough data
8.7
294
Not enough data
Security
7.8
158
Not enough data
7.1
87
Not enough data
7.6
146
Not enough data
8.9
263
Not enough data
8.8
265
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
Unique Categories
ManageEngine ServiceDesk Plus is categorized as Remote Monitoring & Management (RMM) and Help 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
19.8%
Computer Software
5.3%
Construction
4.5%
Education Management
3.6%
Financial Services
3.5%
Other
63.3%
Information Technology and Services
19.0%
Hospital & Health Care
4.9%
Financial Services
4.9%
Oil & Energy
4.0%
Health, Wellness and Fitness
3.1%
Other
64.2%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
ManageEngine ServiceDesk Plus
Most Helpful Favorable Review
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Most Helpful Critical Review
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Ankit P.
Verified User in Banking
ServiceDesk Plus is one of the best ITSM Tool that i have used. The implementation / installation is very easy for the IT Companys, If you are not able to do it they also provide a proper customer support who helps you throughout the implementation & also...
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Verified User in Financial Services
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests. The support team are...
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
Can we have access to our database to do some development
2 comments
Official Response from Freshservice
You can utilize API calls to gather the data and transfer them to Power BI.Read more
ManageEngine ServiceDesk Plus has no discussions with answers
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