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."Overall this is an easy and convenient solution to use."
"The workflow automation is the most valuable feature of this solution."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"ManageEngine provides additional modules that we can integrate in the future."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"This solution has provided a way to manage request tracking and resolution."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The solution overall has been quite stable."
"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 most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"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 deployment process is swift, typically taking just one day, and includes customization and automation setup."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"Improvement is needed in the Software Assets Management functionality."
"Offers very limited customizations."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Sometimes, the solution has some email issues in a new data center."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution could improve its stability and scalability."
"The solution needs to have more customization on alerts and notifications."
"There is room for improvement with the pricing."
"As per customer requirements, it may have some limitations."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
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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 OpenText Service Management Automation X (SMAX), whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, Freshservice, Freshdesk and Spiceworks. See our ManageEngine ServiceDesk Plus vs. Zoho Desk report.
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