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Good recommendations?
Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests
Starting from
14
/user
Per month
Starting from
16
/user
Per month
Pros
Pros
Cons
Cons
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User reviews that mention these apps
Cliff J.
Logistics and Supply Chain, 11-50 employees
Used daily for 1-2 years
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Easy and simple! Most of the Servicedesk features are already available
No integration with outlook yet. It would be nice if ZOHO could work on the integration with O365.
Artur S.
Information Technology and Services, 11-50 employees
Used daily for less than 6 months
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Possibility to easy manage suport tickets.
The strong points of this software are the easy of use and very nice, modern interface and - of course - possibility do establish remote session to the customer's system directly from the servicedesk console. Very good option is possibility to use own domain and certificate as well.
There is no many cons, but the biggest one for me is, that there is no Polish localization. Of coure there is possible to translate some words, phrases and mail templates, but there are still the parts of system, that are in English.
Daniel D.
Security and Investigations, 11-50 employees
Used daily for less than 6 months
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- Simple Setup - Professional Interface - Useful features - Fun to use I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.
- Interface is sometimes too simplified - Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.
Daniel D.
Security and Investigations, 11-50 employees
Used daily for less than 6 months
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- Simple Setup - Professional Interface - Useful features - Fun to use I've used a number of on-premise solutions in the past, including ManageEngine. The search features and simplicity of use is a welcome improvement with Zoho.
- Interface is sometimes too simplified - Interface could use better logical navigation; sometimes I get lost in the page, and find myself going back to the homepage to start over.
James S.
Gambling & Casinos, 1-10 employees
Used daily for less than 6 months
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Integration with other management, organization and communications software is a big plus.
Free plan is feature rich and the trial lets you test drive the upgraded features for a decent amount of time.
Navigation can be confusing and it should have the feature available for administrators to set and override user signatures.
Syed A.
Broadcast Media, 11-50 employees
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We are already users of ZOHO CRM so Integration is a plus.
UI is very light and user friendly. There is virtually no training required for support Engineers
Most of the good features are in higher Triers.
Corbin A.
Marketing and Advertising, 1-10 employees
Used daily for less than 6 months
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Quicker Ticket flow, and remote assisting made this software a huge plus for us!
I like How I can easy move around to my tickets, my customers to the knowledge base for my help center and even reports, which is awesome. The ticket peek feature is probably one of my favorites, next to remote assist.. Makes it very convenient to assist our clients with troubleshooting issues.
Sometimes I have to clear my cache for certain error messages to not appear, even though the application works great!
José Z.
Financial Services, 1,001-5,000 employees
Used monthly for 1-2 years
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En réalité la téléphonie marche bien avec ce logiciel
Le logiciel sert beaucoup plus à l'efficacité du service client
Les offres coûtent chers et consomment d'unité
Showing original review in French. See translation
Verified reviewer
Architecture & Planning, 51-200 employees
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Very smooth, easy to set-up, understand, and train my team.
Ease of use, help docs, support was very helpful in understanding our use-cases and suggesting fitting steps
Pricing could be more SMB friendly - easy customization to match the look and feel of our application would be a great plus.
Smita D.
Computer Software, self-employed
Used weekly for 6-12 months
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Zoho is 9 and plus rated in comparison to other platforms in the market and it's the best value on investment.
1. It automates important sales operations 2. Gives access to important data in real-time 3. Makes use of max social media 4. It integrates with google apps 5. Supports maximum operating systems
Zoho requires a lot of customization to start with Sometimes I feel there is limited customer support
Gabriel V.
Retail, 1-10 employees
Used daily for less than 6 months
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Work flow
Mobile integration is great. Everything is very user friendly and easy to learn. My employees all are connected and on the same page. Overall this is a great software program to use for a help desk.
The transition from CRM plus to the free help desk is a little difficult to navigate on your own. Would be nice to have free features automatically.
Lacey D.
Outsourcing/Offshoring, self-employed
Used daily for 6-12 months
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Simple to implement, simple to administrate, simple for users, plus its a great value and is not overly feature driven.
Not always intuitive when mass updating tickets, some of the views can be limiting and thus tough to see more than 10 tickets at at time.
Lanre S.
Information Technology and Services, 11-50 employees
Used monthly for 6-12 months
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Able to build my customer service deprtment with this tool
Integration with zoho crm application and call center applications. Integration with Zycoo Coovox in particular is a massive plus for me.
Cost. It is a bit on the expensive side. Would have been better if it was grouped in bands of agent users as opposed to per agent.
Julien M.
Marketing and Advertising, 1-10 employees
Used weekly for 2+ years
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L'outil est bien pensé pour effectuer du tracking poussé sur les demandes entrantes. De plus, l'historique de chaque lead/client est très avancé également.
L'ergonomie peut laisser parfois à désirer et il est difficile de retrouver ce que l'on souhaite (même via la recherche)
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Victor C.
Computer Software, 1-10 employees
Used daily for less than 6 months
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I was actually able to look at our process of keeping track of requests and improve it by using Zoho's way of organizing data.
All cloud and seamless connection from one module to the other. Ability to assign products to tickets, users and accounts. Connection to Google is a plus.
Would like to see Service Catalogs included and support for Quickbooks. We need to be able to automatically bill from Quickbooks.
Robert S.
Internet, 1-10 employees
Used daily for less than 6 months
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IT service management experience.
Automation, customization - brings a lot of features such as modules, templates, fields customization and the option of mapping dependencies whici is a great plus, customer portal is good also.
Still needs work on import/export and migration from other IT support/crm tools. There have been reported some issues with imports from other tools.
Venu Kumar N.
Computer Software, 11-50 employees
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We are software providers and our use of the support tool is to extend to our end customers
Strong Analytical tools and SLA integration is a Major plus. Agent view and Telephony Links and Chat tools are innovative and these are the tools that will bring about customer satisfaction. Added features of customizing the product is a HUGE PLUS as for instance we need to bring in SUB MODULE which can be customized to our needs and build analytical reports that can be presented to the end customer of ours.
Support to help to guide us in the initial period. I need help setting up so i can easily decide to PURCHASE the product.
Anthony B.
Computer Software, 11-50 employees
Used daily for less than 6 months
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Integration with our CRM so everyone in the company gets a total view of customer interactions.
Has most of the features of Zendesk, especialy the actual ones we use, is integrated with our ZohoCRM, which is a big plus for the sales people, and saves us money.
No cons were added to this review
Osiano Z.
Import and Export, 11-50 employees
Used daily for less than 6 months
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C'est un outil personnalisable, pratique à utiliser et ne coûte pas cher qui permet la gestion des e-mails et des appels commerciaux. Avec Zoho Desk, les clients deviennent plus autonomes
C'est un super logiciel que j'utilise très bien. Pas d'inconvénients depuis que je l'utilise
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Alexander B.
Consumer Electronics, 1,001-5,000 employees
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Free Basic Version to test and lern. Can be enough for a small Project. Nice Design an easy to navigate. Tablet and Phone App a great Plus. Zoho Form is a great Addition for creating tickets
To early to say. Missing integration with others CRM Solution like Microsoft Dynamics or Salesforce. The App for Forms is not yet usefull.
Aaron B.
Broadcast Media, 51-200 employees
Used daily for less than 6 months
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The ability to track agents progress and how they respond to tickets on time, plus the ability to edit contacts from email and the amount of features you have to make the tickets a better experience.
The lack of customization to the Help Desk. The tabs layout feels aged and there are no other templates to be used like other help desks.
Eluh Paul Albert Lionel T.
Fine Art, self-employed
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Base de connaissances : Il offre la possibilité de créer une base de connaissances pour fournir aux clients des réponses aux questions fréquentes et des guides d'autosuffisance. Cela réduit la charge du service d'assistance en permettant aux clients de trouver des réponses par eux-mêmes.
Coûts supplémentaires pour certaines fonctionnalités : Bien que Zoho Desk propose différents plans d'abonnement, certaines fonctionnalités avancées peuvent être disponibles uniquement dans des plans plus coûteux. Par exemple, l'intégration avec d'autres produits Zoho ou des fonctionnalités de reporting avancées peuvent nécessiter une mise à niveau vers un plan supérieur.
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Anschaire Gildas N.
Professional Training & Coaching, 1-10 employees
Used daily for 6-12 months
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Zoho m'a permet de me rapprocher de mes clients et surtout d'être présent en temps réel à tout moment de leur inquiétude.
Zoho Desk m'a permis notamment de personnaliser, d'améliorer l'apparence, la clarté, la communication professionnelle et une meilleure expérience client. Il me permet de créer des réponses plus attrayantes et structurées, renforçant ainsi la qualité de notre support client.
Bien que la mise en forme de texte dans Zoho Desk offre de nombreux avantages, elle doit être utilisée avec discernement pour éviter les inconvénients potentiels tels que la surutilisation, la complexité et la perte de compatibilité. Il est important de trouver un équilibre entre la personnalisation et la clarté de la communication.
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Daniel B.
Information Technology and Services, 51-200 employees
Used weekly for less than 6 months
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Transparency, reduced admin.
Interface is very intuitive and is well laid out. I love the easy integration with Zoho CRM. This is a big plus as our relationship managers are able to see the day to day tickets being raised for their clietns.
Time tracking is still in beta. Speed is a little less responsive from where we are in Australia - we do have a proxy and firewalls though that may impact this.
Verified reviewer
Real Estate, 11-50 employees
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This software knows it all. The UI is very clean, the module is very useful. The report customization is a plus on this one. We're looking at Zendesk, but now i'm thankful that we didn't go through and found out this one.
Hi Zoho, is there a way for us to get the enterprise plan lower? We will be having more than 10 agents.
Verified reviewer
Insurance, 11-50 employees
Used other for 1-2 years
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Manage engine service desk is great fro tracking user issues
I like that I can log my issue and support can attend to it immediately after receiving the email notification.
I would like this software to also be able to be accessed by external customers so that they can also log their queries
Verified reviewer
Information Technology and Services, 51-200 employees
Used weekly for 1-2 years
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Service Desk Plus is very easy to use and simple to install
I especially like the fact that I can see a listing of all tickets generated. I can categorize these by open tickets, closed or on hold. It also has a projects module that you can use and it is quite elaborate. The best of all is that this solution is built on ITIL standards meaning it takes care of all aspects of IT service management best practice.
I think adding a portal for external customers will make this solution the best in its industry
Herman A.
Broadcast Media, 501-1,000 employees
Used daily for 2+ years
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We cant run ICT support without this tool, its the core of our support system
Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved
Its more effective working alongside other zoho products which have to be purchased separately
Matthew S.
Hospital & Health Care, 201-500 employees
Used daily for less than 6 months
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Our IT team is liking the help desk software. Coming from using an in-house custom help desk, it has taken a little time to learn, but it is pretty easy to figure out how it works.
ServiceDesk Plus is easily the most customizable help desk software our IT team has ever used. The ability to create custom ticket templates, add service categories, and integration with Active Directory make it great. Managing the tickets is easy as well. When one closes a ticket, the steps used to resolve the issue can be added to the Resolution database to make it easy to go back and see how to fix the same issue if it happens again.
The pass-through authentication using Active Directory is a bit tricky to setup. We're still working on getting that set up properly.