Zoho Desk vs ManageEngine ServiceDesk Plus Comparison

Remove All	96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove Zoho Desk Help Desk Software (3462 Ratings)	Remove ManageEngine ServiceDesk Plus Service Desk Software (349 Ratings)	95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Freshdesk Help Desk Software (5374 Ratings)	92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zendesk Support Help Desk Software (6218 Ratings)
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Remove All	96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove Zoho Desk Help Desk Software (3462 Ratings)	Remove ManageEngine ServiceDesk Plus Service Desk Software (349 Ratings)	95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Freshdesk Help Desk Software (5374 Ratings)	92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zendesk Support Help Desk Software (6218 Ratings)
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Overview

Summary

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. ..show more

ManageEngine ServiceDesk Plus is a flexible and scalable help desk software that offers better visibility and central control.The software helps adding value to your IT help desk through effective integration with IT management apps.It smartly automates all your help desk activities and is capable to support extensive reporting. Codeless customization allows creative freedom and ensures better adaptation to suit your unique business requirements. The tool can be deployed on either cloud or on premises. The software is available in 3 variants like Standard, Professional and Enterprise level. Each of the forms come suitably equipped with help desk features. ..show more

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

TECHNICAL DETAILS

Access Monitoring
24/7 (Live rep)
Business Hours
Online

Contact Number/Address

Pleasanton, California / +1 888-900-9646

Pleasanton, CA / +1 (888) 900-9646

San Bruno, California / +1 (866) 832-3090

San Francisco, California / +1 415-418-7506

API

Deployment
SaaS/Web/Cloud
Mobile - Android
Mobile - iOS
Mobile - Windows
Mobile - BlackBerry
Installed - Windows
Installed - Mac

Customers
Individuals
Freelancers
Large Enterprises
Medium Business
Small Business

Pricing

Pricing Model
Free Trial
Freemium
One-time license
Open-source
Subscription
Quotation Based

Plans
	Free Free Features 3 Free Agents Email Ticketing Customer Management Help Center Private Knowledge Base Predefined SLAs Macros Multi-language Help Desk Mobile Apps 24x5 Email Support Standard $20 /User/Month Features Includes features of Free plan, plus Social & Community Channels Product-based Ticket Management Help Center Themes Gallery Public Knowledge Base SLAs & Escalations Workflow, Assignment & Supervise Rules Customer Happiness Ratings Reports & Dashboards Work Modes for Tickets Marketplace Extensions & Integrations ASAP - Embeddable Self-service 24x5 Phone Support Add-On ($6 per Light Agent per Month) Professional $35 /User/Month Features Includes features of Standard plan, plus Multi-Department Ticketing Team Management Telephony Automatic Time Tracking Blueprint - Basic Process Management Round Robin Ticket Assignment Agent Collision Tasks, Events & Call Activities Ticket Templates Private Marketplace Extensions SLA Dashboards Ticket Sharing Mobile SDKs 24x5 Chat Support Add-On ($6 per Light Agent per Month) Enterprise $50 /User/Month Features Includes features of Professional plan, plus Live Chat Zia - Artificial Intelligence Help Center Customization Multi-brand Help Center Advanced Process Management Custom Functions Multi-level IVR Global Reports & Dashboards Scheduled Reports Contract Management Validation Rules Layout Rules Field Watching Multiple Business Hours & Holidays Role-based Data Sharing 50 Light Agents Add-On ($6 per Light Agent per Month) View Price Page	Service desk plus Custom Full-stack ITSM Incident management Asset management Project management Problem management CMDB Service catalog Change management Enterprise service management IT release management Self-Service Self-service portal Live chat Knowledge base Customized domains Native mobile apps Zoho Cliq Active directory user self-service Help desk mobile apps Automation Business rules Tech auto-assign Smart notifications SLAs and escalations Preventive maintenance tasks Email to ticket Request life cycle Visual change workflows Data archiving Problem life cycle Kanban view Customizations Fine-grained authorizations Multi-site support Service desk scheduler Custom request templates Custom actions Unrestricted programmability Provisioning app Asset Management IT asset discovery IT asset tracking Software asset management Software license management Asset loan UEM remote access plus add-on Purchase and contracts Inventory catalog Unified agent for asset discovery Asset replenishment Consumables handling Native IT integrations Endpoint management Applications monitoring Active directory user self-service Active directory management Privileged access management Advanced analytics Network monitoring management 360 ITSM Zia for ITSM Cloud-based performance monitoring Business Integrations Microsoft Outlook add-in Office 365 actionable messages Office 365 calender Jira Service desk APIs Microsoft teams Team viewer Industry solutions Higher education Government K-12 Retail Hospitals For hotels and restaurants Enterprises NGO Reports And Dashboards Native reporting Inventory reports Insightful reports Surveys and survey reports View Price Page	Free Free For getting started Features Unlimited Agents Email & Social Ticketing Ticket Dispatch Knowledge Base Ticket Trend Report Datacenter Location 24 x 7 email support 24 x 5 phone support Add-ons 1. Additional bot sessions : $75 for 1000 bot sessions per month Email bot Chatbots Voicebot consume bot sessions Growth $18 /User/Month For fast growth Features Includes features of Free plan, plus Automations Collision Detection Marketplace Apps Helpdesk Report SLA & Business hour Custom email server Custom ticket views Ticket Fields & Status Custom SSL Customer Fields Time sheet summary report Time tracking Add-ons 1. Additional bot sessions : $75 for 1000 bot sessions per month Email bot Chatbots Voicebot consume bot sessions 2. Field Service Management : $15 per Field Employee per Month Scheduling Dashboard Time Tracking Map View Offline Availability iOS and Android Apps Analytics Pro $59 /User/Month For high performance Features Includes features of Growth plan, plus Round-robin Routing Custom Roles Custom Reports and Dashboards Customer Segments Versions in Knowledge Base Multiple Products (up to 5) Includes up to 5000 Collaborators Extendable API limits CSAT survey and reports Multiple SLA & Business hours SLA reminder and escalation Multilingual knowledge base Custom apps Includes features of Add-ons Enterprise $95 /User/Month For Enterprise-grade support Features Includes features of Pro plan, plus Skill-based Routing Sandbox Audit Log Knowledge Base Approval Workflow Agent Shifts IP Range Restriction Email Bot (Freddy) Includes 5000 bot sessions/month Assist Bot (Freddy) Auto-triage (Freddy) Article Suggester (Freddy) Robo Assist (Freddy) Canned Response Suggester (Freddy) Multiple products (Unlimited) Social signals Includes features of Add-ons Growth Omnichannel $35 /User/Month For fast growth Features Includes features of Growth of Freshdesk Support Desk, Messaging, and Contact Center Email, Social, Messaging, Telephony channels Includes up to 2000 bot sessions/month (Freddy) Includes up to 2000 incoming minutes/month Chatbot builder Chatbot Analytics Messaging Topics Contact Management Custom Inbox views SLA and Business hours Marketplace apps Automations Data Center location Ticket, Conversation, and call reports Omnichannel dashboard Time sheet summary report Time tracking Includes features of Add-ons Pro Omnichannel $71 /User/Month For high performance Features Includes features of Pro plan of Freshdesk Support Desk, Messaging, Contact Center and more. Whatsapp Business Apple Business Chat Omnichannel Customer Timeline Omnichannel Knowledge base Roles and Permissions Custom Reports Co-browsing Multilingual Support Includes 3000 local incoming min/month Includes up to 3000 bot sessions/month (Freddy) Includes up to 5000 Collaborators Extendable API limits Custom Apps Holiday routing Advanced call management Agent availability report CSAT survey & report Enterprise Omnichannel $119 /User/Month Perfect for enterprises Features Includes features of Enterprise plan of Freshdesk Support Desk, Messaging, Contact Center and more Omniroute IP Range Restriction Email Bot (Freddy) Voicebot (Freddy) Speech-enabled IVR (Freddy) Includes up to 5000 bot sessions/month (Freddy) Includes 5000 local incoming min/month Abandoned Call Metrics Assist Bot (Freddy) Auto-triage (Freddy) Robo Assist Canned Response Suggester Article Suggester (Freddy) Social signals User authentication (JWT) Service level monitoring Includes features of Add-ons View Price Page	Suite Team $59 /User/Month Features Industry-leading ticketing system Messaging across web, mobile and social Email, voice, SMS, and live chat support Help center - Single Easy-to-set up automations & workflows AI-powered automated answers - Up to 50 Unified agent workspace Out-of-the-box reporting and analytics Data and file storage - Standarad 1,000+ apps and integrations - PreBuilt Robust APIs - Standard Rate Limit Online, email, and phone support from the Zendesk team Onboarding and adoption guidance Suite Growth $99 /User/Month Features Industry-leading ticketing system Messaging across web, mobile and social Email, voice, SMS, and live chat support Help center - Multiple Easy-to-set up automations & workflows AI-powered automated answers - Up to 100 Unified agent workspace Out-of-the-box reporting and analytics Data and file storage - Intermediate 1,000+ apps and integrations - PreBuilt and Custom Robust APIs - Advance Rate Limit Online, email, and phone support from the Zendesk team Onboarding and adoption guidance Self-service customer portal AI-powered knowledge management Customizable ticket layouts Light access licenses - Up to 50 Service Level Agreement (SLA) management Multilingual support and content Suite Professional $125 /User/Month Features Industry-leading ticketing system Messaging across web, mobile and social Email, voice, SMS, and live chat support Help center - Multiple Easy-to-set up automations & workflows AI-powered automated answers - Up to 500 Unified agent workspace Out-of-the-box reporting and analytics Data and file storage - Intermediate 1,000+ apps and integrations - PreBuilt and Custom Robust APIs - Advance Rate Limit Online, email, and phone support from the Zendesk team Onboarding and adoption guidance Self-service customer portal AI-powered knowledge management Customizable ticket layouts Light access licenses - Up to 100 Service Level Agreement (SLA) management Multilingual support and content Conversation routing based on agent skill Integrated community forums Private conversation threads Customizable and shareable dashboards Advanced voice capabilities Data Location Options HIPAA compliance Events Connector for Amazon Web Services Suite Enterprise $199 /User/Month Features: All the core elements needed for excellent customer support, and Custom team roles and permissions Advanced knowledge management Customizable agent workspaces Customizable branding for web conversations Light access licenses - UP TO 1000 Real-time, shareable and advanced reporting and analytics Sandbox environment for change management Robust APIs - Enterprise Rate Limit View Price Page