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.
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
AI-powered support
Modern user interface
Extensible marketplace
Customer support
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
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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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 | ✅
Virtual 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.
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.
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.
Real impact of Freshservice AI-powered ServiceOps
53%
34%
$2.1M
Customer scores: Freshservice vs. ManageEngine SDP
Ease of use
Ease of setup
Quality of support
Ease of admin
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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