Comparing Freshservice vs ManageEngine ServiceDesk Plus
Both Freshservice and ManageEngine ServiceDesk Plus are popular IT Service Management software products. Freshservice is a cloud-based service management platform while ManageEngine ServiceDesk Plus is a client/server based product.
When it comes to customer support and ticket monitoring, Freshservice offers a range of features like native mobile apps and customizable SLAs. It also offers options to escalate tickets automatically and map tickets to their respective SLA based on priority or customer type. Freshservice also has great tools for customer self-service in the form of forums, knowlegebases, and customer portals.
ManageEngine ServiceDesk Plus, on the other hand, offers cost control options, event management capabilities, and approval workflow automation. It also has a customer feedback survey engine that helps to monitor customer service experience. Some of the notable benefits of ManageEngine ServiceDesk Plus include an automated asset discovery feature, patch management tools, and network device monitoring tools.
Both Freshservice and ManageEngine ServiceDesk Plus have their own unique features that appeal to their respective users. Each product offers service management features like asset discovery, customer self-service, and automation. So, when it comes to deciding which product is best to use, it really depends on the needs of your organization. It is best to weigh the features and capabilities of each service management platform before making your decision.