Shlomi Lavi /
May 22, 2022
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Bottom Line: Which is Better - Freshdesk or Enterprise Service Desk?
Enterprise Service Desk is more expensive to implement (TCO) than Freshdesk, and Freshdesk is rated higher (94/100) than Enterprise Service Desk (84/100). Freshdesk offers users more features (10) than Enterprise Service Desk (0). There is a clear winner in this case and it is Freshdesk!
Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:
FRESHDESK INC. Vs. ManageEngine
FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
ManageEngine: ManageEngine is the enterprise IT management software division of Zoho Corporation. Founded in 1996 and known until 2009 as AdventNet Inc., Zoho Corporation has offices in California, Austin, New Jersey, India, Singapore, Tokyo and Beijing.
Who is more expensive? Freshdesk or Enterprise Service Desk?
The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Freshdesk and Enterprise Service Desk.
Freshdesk price starts at $15 per agent/month , On a scale between 1 to 10 Freshdesk is rated 2, which is much lower than the average cost of Help Desk software. Enterprise Service Desk price starts at $10 per technician/month , When comparing Enterprise Service Desk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.
Bottom line: Freshdesk cost is around the same cost of Enterprise Service Desk.
Which software includes more/better features?
We've compared Freshdesk Vs. Enterprise Service Desk based on some of the most important and required Help Desk features.
Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization, Multi-Site Support, Rules/Workflows, Scheduling.
Enterprise Service Desk: We are still working to collect the list of features for Enterprise Service Desk.
Target customer size
Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. Enterprise ServiceDesk is intended to help and was really developed for small businesses (1-20 employees), medium-sized companies (10-100 employees) and large enterprises (more than 1,000 employees).