Freshdesk Vs Enterprise Service Desk (May 2021)

Shlomi LaviShlomi Lavi / May 01, 2021

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

Bottom Line: Which is Better - Freshdesk or Enterprise Service Desk?

Enterprise Service Desk is more expensive to implement (TCO) than Freshdesk, Freshdesk is rated higher (94/100) than Enterprise Service Desk (84/100). Freshdesk offers more features (10) to their users 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 like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How FRESHDESK INC. compares with 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's 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 & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for Freshdesk and Enterprise Service Desk.

Freshdesk price starts at $15 per user/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 $8 per user/month , when comparing Enterprise Service Desk to their 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?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, 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).

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per user/month

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.

Categories: Call Monitoring, Banking CRM, Call Center, Casino CRM.

Enterprise Service Desk

ITQlick rating
(4/5)

starts at $8 per user/month

ServiceDesk Enterprise edition was first developed by Manage Engine. It features an easy-to-use, intuitive and comprehensive IT helpdesk software. This program is designed to be used by the IT support teams in ...

Categories: Billing & Invoicing, Document Management, Feedback Management, Help Desk, Self-Service Portal.

Compare specifications

Compare features

Freshdesk: 10 Features

Billing and Invoicing
Customer Survey
Email Integration
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Multi-Site Support
Rules/Workflows
Scheduling
Facebook Integration
Twitter Integration

Enterprise Service Desk: 0 Features

We are working to collect the information
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Compare
Enterprise
ITQlick rating
4/5
Score
84/100
Pricing
2/10
License pricing
$8 per user/month
Functionality
14
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Author

Shlomi Lavi

Website Linkedin Facebook Twitter

Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.