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Freshdesk vs ManageEngine ServiceDesk Plus Comparison (2026)
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Good recommendations?
Freshdesk
4.5
(3.4K)5
2K
4
1.2K
3
166
2
33
1
18
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
ManageEngine ServiceDesk Plus
4.4
(234)5
129
4
82
3
15
2
5
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA ...
ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. With optional asset & project management.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.5
3.4K
5
4
3
2
1
2K
1.2K
166
33
18
- Value for money
- Ease of use
- Features
- Customer support
81%
would recommend this app4.4
234
5
4
3
2
1
129
82
15
5
3
- Value for money
- Ease of use
- Features
- Customer support
75%
would recommend this appPros
“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”
MP
Manijith P.
Graphics Hardware Engineer
“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”
JD
Johny D.
CSO and Helpdesk Global Lead
“I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools.”
CL
CH L.
Customer experience specialist
Pros
“ManageEngine ServiceDesk Plus provided a structured and efficient way to manage support requests, incidents, and maintenance tickets across our large zoo.”
CM
Craig M.
It infrastructure engineer
“The out-of-box integration, ability to use APIs for complex integration and not to mention new AI capabilities has given more flexibility to optimise our organisation service delivery.”
RB
Rajneesh B.
IT Consultant
“It handles tickets, assets, and automation well, and once everything is set up, it makes daily support work smoother and more organized.”
Brennan G.
System Administrator
Cons
“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”
KA
Kosana A.
QA Analyst
“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”
PG
Pablo G.
Customer Support
“When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company.”
Jesse Z.
Software Developer
Cons
“We also have Endpoint Central Cloud, and I don't like that we cannot use all remote functionalities available for support in this tool when we have integration, it should be nice to have all those remote alternatives directly in ServiceDesk Plus when we are working on support ticket.”
EL
Edier L.
Network administrator
“Some features feel a bit clunky, and a few settings take longer to configure than they should.”
Brennan G.
System Administrator
“The Dark mode feature is not the best solution to making it more easily readable and there are not enough options to make it look better”
AR
Adam R.
Sever Analyst
- Vendor responds to reviews
- Last review9 days ago
- Vendor responds to reviews
- Last review3 months ago
Key features
- Total features104
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Analytics
- Approval Process Control
- Artificial Intelligence
- Asset Assignment
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Availability Management
- Barcode/Ticket Scanning
- Barcoding/RFID
- Benchmarking
- Billing & Provisioning
- Branding
- CMDB
- Call Center Management
- Call Scripting
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Check-in/Check-out
- Client Portal
- Co-Browsing
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Communications Strategy Development
- Community Forums
- Complaint Monitoring
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Library
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Create Content
- Cross-system Integration
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Making
- Depreciation Management
- Disposal Management
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Escalation Handling
- Event Logs
- Feedback Collection
- Fixed Asset Management
- Forms Management
- Full Text Search
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- Inbound Identification
- Incident Management
- Incident Reporting
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Management
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- Live Chat
- Location Tracking
- Macros
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mentions
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Interface
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Online Forums
- Open Listening
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Pre-built Templates
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Project Management
- Projections
- Purchase Order Management
- QR Codes
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Regulatory Compliance
- Release & Deployment
- Release Management
- Reminders
- Remote Access/Control
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Reservations Management
- Resource Allocation & Planning
- Rich Text Editor
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Seamless Escalation
- Search/Filter
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social
- Social Media Integration
- Software License Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Task Progress Tracking
- Team Inbox
- Templates
- Text
- Text Editing
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User Management
- User, Role, and Access Management
- Visitor Activity
- Voice
- Web Notifications
- Widgets
- Wiki
- Work Order Management
- Workflow
- Workflow Management
- Workflow Optimization
- Workflows
- Total features152
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Analytics
- Approval Process Control
- Artificial Intelligence
- Asset Assignment
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audit Management
- Audit Trail
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Availability Management
- Barcode/Ticket Scanning
- Barcoding/RFID
- Benchmarking
- Billing & Provisioning
- Branding
- CMDB
- Call Center Management
- Call Scripting
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Check-in/Check-out
- Client Portal
- Co-Browsing
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Communications Strategy Development
- Community Forums
- Complaint Monitoring
- Compliance Management
- Compliance Tracking
- Configurable Workflow
- Configuration Management
- Content Library
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Create Content
- Cross-system Integration
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Visualization
- Decision Making
- Depreciation Management
- Disposal Management
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Email to Case
- Escalation Handling
- Event Logs
- Feedback Collection
- Fixed Asset Management
- Forms Management
- Full Text Search
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- Inbound Identification
- Incident Management
- Incident Reporting
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Management
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- Live Chat
- Location Tracking
- Macros
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Mentions
- Mobile Access
- Mobile Alerts
- Mobile App
- Mobile Interface
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Language
- Multi-Location
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Online Forums
- Open Listening
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Pre-built Templates
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Project Management
- Projections
- Purchase Order Management
- QR Codes
- Real-Time Chat
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Issues
- Regulatory Compliance
- Release & Deployment
- Release Management
- Reminders
- Remote Access/Control
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Reservations Management
- Resource Allocation & Planning
- Rich Text Editor
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Safety Incident Management
- Scheduled/Automated Reports
- Seamless Escalation
- Search/Filter
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social
- Social Media Integration
- Software License Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Surveys & Feedback
- Tagging
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Task Progress Tracking
- Team Inbox
- Templates
- Text
- Text Editing
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User Management
- User, Role, and Access Management
- Visitor Activity
- Voice
- Web Notifications
- Widgets
- Wiki
- Work Order Management
- Workflow
- Workflow Management
- Workflow Optimization
- Workflows
Integrations
- Total integrations42
- Airtable
- Asana
- Bitrix24
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Freshcaller
- Freshchat
- Gainsight Customer Success
- GitHub
- Google Workspace
- Harvest
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Linear
- ManageEngine ADManager Plus
- ManageEngine ADSelfService Plus
- ManageEngine Applications Manager
- ManageEngine Endpoint Central
- ManageEngine OpManager
- ManageEngine Password Manager Pro
- Microsoft 365
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Okta
- PDQ Deploy & Inventory
- Planhat
- STORIS
- Salesforce Service Cloud
- Shopify
- Site24x7
- Slack
- SparkTG VCC
- SurveySparrow
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- WordPress
- Zapier
- Zoho Analytics
- Zoho CRM
- Zoho Cliq
- Zoho Mail
- Zoho Survey
- Zoho Voice
- Zoom Workplace
- monday CRM
- Total integrations15
- Airtable
- Asana
- Bitrix24
- Calendly
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- Freshcaller
- Freshchat
- Gainsight Customer Success
- GitHub
- Google Workspace
- Harvest
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Linear
- ManageEngine ADManager Plus
- ManageEngine ADSelfService Plus
- ManageEngine Applications Manager
- ManageEngine Endpoint Central
- ManageEngine OpManager
- ManageEngine Password Manager Pro
- Microsoft 365
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Okta
- PDQ Deploy & Inventory
- Planhat
- STORIS
- Salesforce Service Cloud
- Shopify
- Site24x7
- Slack
- SparkTG VCC
- SurveySparrow
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- WordPress
- Zapier
- Zoho Analytics
- Zoho CRM
- Zoho Cliq
- Zoho Mail
- Zoho Survey
- Zoho Voice
- Zoom Workplace
- monday CRM
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