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Zendesk vs ManageEngine Remote Access Plus Comparison

Overview

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

ManageEngine Remote Access Plus is an enterprise remote support software that enables IT help desk technicians and system...

  • 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

Screenshots

Pricing

Starting from
$5.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$20.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,265

856

228

42

31

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.5

(4)

5

4

3

2

1

3

0

1

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

Overall, my experience has been good. It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.
The variety of add-ons is big. I love how you can categorize all the tickets and have the ability to have chat in the same window as email tickets.
I like how the phone is built into the suite, updates to tickets is a nice feature as well. Integration with Stella is good too.

Pros

Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
I haven't found any problem with this app at the moment. I think it fits our needs at the moment, I will update my review if I ever find a problem.

Cons

  • Vendor responds to reviews
  • Last reviewa day ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features98
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • HIPAA Compliance
  • Help Desk Integration
  • Help Desk Management
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • PCI DSS Compliance
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Remote Access
  • Remote Control
  • Remote File Access
  • Remote Monitoring
  • Remote Update / Installation
  • Reporting & Statistics
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • User Management
  • Video Streaming
  • Video Support
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features35
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Compliance Management
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • HIPAA Compliance
  • Help Desk Integration
  • Help Desk Management
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • PCI DSS Compliance
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Remote Access
  • Remote Control
  • Remote File Access
  • Remote Monitoring
  • Remote Update / Installation
  • Reporting & Statistics
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • User Management
  • Video Streaming
  • Video Support
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations843
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Zendesk vs. ManageEngine Remote Access Plus

See how Zendesk and ManageEngine Remote Access Plus stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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