ManageEngine ServiceDesk Plus vs Freshservice

Jira

Zendesk Suite

JIRA Service Management

SolarWinds Service Desk

ServiceNow

ServiceNow Customer Service Management

Compare ManageEngine ServiceDesk Plus and Freshservice based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Freshdesk

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Freshservice

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

LiveAgent

Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial.

ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. With optional asset & project management.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Approval Process Control

Asset Assignment

Asset Lifecycle Management

Asset Tracking

Assignment Management

Audit Management

Audit Trail

Automated Routing

Availability Management

Barcode/Ticket Scanning

Barcoding/RFID

Benchmarking

Billing & Provisioning

Catalog Management

Change Management

Chatbot

Chat/Messaging

Check-in/Check-out

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Communications Management

Complaint Monitoring

Compliance Management

Compliance Tracking

Configurable Workflow

Configuration Management

Content Library

Contract/License Management

Corrective and Preventive Actions (CAPA)

Cost Tracking

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Dashboard Creation

Data Import/Export

Data Visualization

Depreciation Management

Disposal Management

Document Management

Document Storage

Drag & Drop

Email Alerts

Email Management

Email Templates

Event Logs

Fixed Asset Management

Forms Management

Full Text Search

Help Desk Management

Historical Reporting

Incident Management

Incident Reporting

Inventory Management

Inventory Tracking

Investigation Management

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

IT Asset Management

IT Asset Tracking

IT Incident Management

Knowledge Base Management

Knowledge Management

Live Chat

Location Tracking

Macros/Templated Responses

Maintenance Management

Maintenance Scheduling

Mobile Access

Mobile Alerts

Mobile App

Mobile Interface

Monitoring

Multi-Channel Communication

Multi-Language

Multi-Location

Online Forums

Performance Metrics

Pre-built Templates

Prioritization

Problem Management

Procurement Management

Projections

Project Management

Most users consider ManageEngine ServiceDesk Plus to deliver strong value for money, praising its comprehensive features and competitive pricing. Some users say add-ons and integrations raise costs, and some reviewers feel annual price increases are concerning.

Value for money

The ManageEngine ServiceDesk Plus integration most frequently cited by reviewers is ManageEngine Endpoint Central, an unified endpoint management (UEM) product rated 4.4 out of 5 for its integration with ManageEngine ServiceDesk Plus.

Integrations

By industry, ManageEngine ServiceDesk Plus reviewers are most commonly professionals in information technology and services (16%). The most frequent use case cited is help desk (75% of reviewers).

ManageEngine ServiceDesk Plus

Windows

Web-based

Linux

Android

iPhone

iPad

Standard (Cloud)

 Professional (Cloud)

 Enterprise (Cloud)

System Network and İnformation Sec Manager

Its comprehensive capabilities in critical areas such as request management, SLA tracking, automation workflows, and reporting have markedly improved the quality of our daily operations.

IT System Engineer

The deployment of the ticketing system was really fast and allowed for security mfa to be enabled. When it comes to value for money its fantastic and has a great learning curve as it has a knowledge page too.

IT Team Lead

A very powerful tool that I would advise to any team that wants to implement heavy customisations and process automation whilst keeping associated costs minimal.

Senior Technician

I use this system in my full time job as a technician and it has a huge list of features which make it easy such as different job views, informative dashboard and handy buttons on the taskbar.

Network Security Engineer

ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control).

Its user-friendly platform for both end-users and IT teams has accelerated the adaptation process.

Sever Analyst

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

Overall, I can confidently say it is a reliable solution for organisations seeking to professionalise their processes and strengthen their service management.

Trainee

Requires fine-tuning to avoid Email/SMS alerts can be too frequently or lack filtering.

Price has always been reasonable for our use case and never had any issues with audits running though them.

Team Leader

Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones.

We recently switched to another ticketing system and although there were a lot of new features, they weren't ideal for our line of work and found it much easier to navigate Service Desk Plus.

Technician and end users can manages tickets it improves responsiveness.

You can adjust the order of tickets by date, name, technician assigned and more.

Technical Engineer

Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

IT Engineer

Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date.  

Chief Technology Officer

It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have.

Head of Infrastructure and Networks

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform.

Administrator

Can be a bit of a burden to update with only command line automated options.

The different views for tickets you have to manage is great to manage the workflow.

Engineer TI Sr.

It does not have antivirus available, they are only allowed through integrations.

ServiceDesk Plus is a highly customizable ITSM tool with many modules.

Senior Engineer

The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Network and network security engineer

As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization.

Director of IT

The help desk software was exactly what I wanted in a help desk solution.  

IT Manager

Very Good Ticketing system for out IT department.

Helpdesk Manager

The user interface looks dated and can be somewhat unintuitive

The panels of both platforms cannot be customized one

For non-technical users also easy navigation.

Software

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs.

IT administrator Assistant Manager

Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.  

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable.  

IT Advisor

It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to.

IT Network & Infrastructure Engineer

Lack of asset management link between cloud SDP and cloud Endpoint Central.

Their support staff have always been willing to assist when contacted.

You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures.

They are remote connection, video call and chat functions.

I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support.

On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched.

Systems & Digital Marketing Administrator

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient.

MIS Director

Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.

What I like most is creating different user groups with different roles.  

There are good documentation sources available to follow if you get lost.

Customer operations manager 

I like the resolution field when closing a ticket.

Cooperate IT manager

Need to pay extra for additional technicians other than 5

ManageEngine ServiceDesk Plus vs Freshservice Comparison (2026)

ManageEngine ServiceDesk Plus

Freshservice

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives