Product comparison

Freshservice vs. ManageEngine

Both help with IT and employee service management, but only AI-powered Freshservice combines streamlined efficiency, fast integrations, and an easy UI with enterprise-grade scalable capabilities.

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Why Freshservice wins against ManageEngine ServiceDesk Plus

Both ManageEngine and Freshservice deliver employee support, but Freshservice delivers service management powered by gen AI and has a modern user interface, has extensive third-party integrations, and has strong customer support.

Unified service management

Freshservice delivers ITSM, ITOM, ITSM, and ESM in one platform, unlike ManageEngine, which depends on multiple products in its solution family.

AI-powered support

Freshservice’s AI capabilities offer more features for agent assistance and employee self-service.

Modern user interface

Freshservice’s interface is easier for admins to use than ManageEngine, which requires scripting to set up workflows.

Extensible marketplace

Unlike ManageEngine, Freshservice’s marketplace features 300 apps and over 40 out-of-the-box integrations, such as Microsoft Teams, Slack, and Jira.

Customer support

Freshservice offers better and more responsive 24/7 customer support than ManageEngine.
AI FOR SELF-SERVICE, EFFICIENCY, AND INSIGHTS

Improved service, empowered staff

Freshservice Freddy AI assists with solution articles, writing, and ticket summaries. It also offers personalized chat responses in 40+ languages and comprehensive insights. ManageEngine’s OpenAI integration raises data concerns with use case limitations and depends on another product for insights.

Learn more about Freshservice AI
UNIFIED SERVICE MANAGEMENT

Modernized employee services beyond IT

Unlike ManageEngine, Freshservice unifies service delivery beyond IT. No more silos and inefficiencies. It's one platform with workspaces segmented by teams and includes out-of-the-box templates for HR, Finance and beyond.

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SCALABLE SERVICE OPERATIONS PLATFORM

Enterprise-grade capabilities, minimal complexity

Codeless drag-and-drop automations save time and integrate with Slack, Google Workspace, and Okta. Custom integrations are easy with ready-to-use connectors, templates, flexible APIs, and an intuitive low-code UI. Unlike ManageEngineManageEngine, which requires scripting to set up workflows.

Learn more about ITSM

Freshservice vs. ManageEngine feature comparison

Value

Criteria

Freshservice

ManageEngine SDP

Gen-AI-powered

Self-service

✅ AI agent that delivers personalized support and deflects L0 queries without human support

Zia chatbot is limited to raising tickets and creating service requests with limited language support.

Gen-AI-powered

Agent assistance

✅ Automate tasks such as creating help articles, summarization, drafting replies, field suggestions, managing users, etc.

Direct OpenAI integration has use-case limitations.

Unified service management

Unified portal support

✅ Single portal to collaborate and raise requests for IT and business teams

IT, HR, or any other department-specific query is handled in a separate portal.

Unified service management

Automate HR workflows: onboarding, offboarding, document management

✅ Fully automated, out-of-the-box workflows for enterprise service management

Complex, set up as a service request.

Scalable service operations platform

Unified service operations

✅ One solution for ITSM, ITOM, and ITAM

ManageEngine products like Analytics Plus, Site24x7, and Ops Manager must be integrated.

Scalable service operations platform

Extensible marketplace

✅ 300+ applications

Marketplace has fewer than 50 applications

Scalable service operations platform

Orchestration center

✅ 40+ out-of-the-box application integrations

Scripting is required for integrating common applications like Slack

Scalable service operations platform

Intuitive user interface

✅ Modern, intuitive, easy to use

Overwhelming UI, outdated design

Scalable service operations platform

Highly responsive customer support

✅ Available 24/7 chat, 24/5 phone on all plans

Response time is slow

Recommended by leading industry experts

Freshservice is a robust IT service desk that didn’t add any complexity to the IT operations, unlike the other service desks we considered. The simplicity and obviousness of the interface made it the preferred choice for the agent and the user.

Romel DababnehCorporate IT Operations Manager
Read customer story

Consolidating from 10 different platforms to a single intuitive one has not only improved employee experience but also saved us a significant amount of money.

Pradeep SinghVP of Infrastructure and Operations
Read customer story

Our internal customers can feel the positive impact of significant improvement in service quality without connecting with a human. There has been zero negative feedback.

Heather StockwellIT Training Manager, Office for Students
Read customer story

Real impact of Freshservice AI-powered ServiceOps

53%

Tickets deflected when organizations use Freddy AI-powered AI agents

34%

Faster resolutions when organizations use Freddy AI Copilot agent assistance

$2.1M

Projected savings in three years for enterprises using Freddy AI-powered AI agents

Customer scores: Freshservice vs. ManageEngine SDP

Ease of use

Freshservice: 93% ManageEngine SDP: 85%

Ease of setup

Freshservice: 89% ManageEngine SDP: 77%

Quality of support

Freshservice: 92% ManageEngine SDP: 81%

Ease of admin

Freshservice: 91% ManageEngine SDP: 83%

Source: G2 customer reviews. Freshservice: 1,127 reviews. ManageEngine SDP: 227 reviews (April 2024).

Frequently asked questions

Learn how Freshservice surpasses ManageEngine in efficiency, integrations, and user-friendly UI with powerful capabilities.

How does Freshservice support handle customization and maintenance requests?

Freshservice offers 24/7 chat and 24/5 phone support. In contrast, ManageEngine customers complain about long wait times for problem resolution.

Does the customer need to buy a module for capabilities outside of ITSM?

Freshservice offers a single platform and support for third-party integrations through its app marketplace, while ManageEngine requires Analytics Plus, Site24x7, and Ops Manager modules for ITOM, leading to multiple products from one vendor.

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