We performed a comparison between ManageEngine ServiceDesk Plus and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This solution has provided a way to manage request tracking and resolution."
"Incident Management is a good feature."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The initial setup is easy."
"The solution doesn't have any bugs."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The ticketing feature is very easy to use, compared to other systems."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The product is quite stable."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The current MDM is very basic and should be expanded."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The UI for the app needs improvement."
"Lacks some flexibility in the configuration of workflows."
"The interface is not the best. The user interface could be more intuitive."
"I would like to improve the task management module and analytics."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution needs to have more customization on alerts and notifications."
"There is room for improvement with the pricing."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk lacks lookup fields for the layouts."
"They could enhance the product’s features to customize the automated email responses."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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