# Freshservice vs ManageEngine ServiceDesk Plus

| Attribute | Freshservice | ManageEngine ServiceDesk Plus |
|---|---|---|
| **Vioscale score** | 57.5 (53% (medium)) | 52.6 (36% (low)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true,"hybrid":true,"on_prem":true,"self_hosted":true}` |
| description.long | A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. | A comprehensive service management solution combining IT service management, asset management, and configuration databases with enterprise service capabilities for departments including HR, facilities, and finance. Includes embedded AI for workflow automation and intelligent service delivery. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"incident_management":true}` | `{"hosting":"both","free_tier":false,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"change_management":true,"problem_management":true,"incident_management":true,"self_service_portal":true}` |
| integrations.count | 2 | 6 |
| integrations.list | `[{"name":"Microsoft Teams"},{"name":"Slack"}]` | `[{"name":"Active Directory"},{"name":"Microsoft 365"},{"name":"Exchange"},{"name":"Microsoft Teams"},{"name":"Google Workspace"},{"name":"AWS"}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Starter","summary":"£15/agent/month, billed annually","features":["Channels (Email, Phone, Chat, Widget)","ServiceBot on Microsoft Teams and Slack","Support Portal","Incident Management","Knowledge Management","Task Management","Occasional Agents","CSAT Surveys"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Solid foundations for rapid growth","contactSales":false},{"free":false,"name":"Growth","summary":"£40/agent/month, billed annually","features":["Everything in Starter","Service Catalog","SLA Management","On-call Management","Cloud Management","Managed Service Provider (MSP) Mode"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":40,"period":"month","currency":"GBP"}],"description":"Powerful capabilities and automations","contactSales":false},{"free":false,"name":"Pro","summary":"£79/agent/month, billed annually","features":["Everything in Growth","Problem Management","Change Management","Major Incident Management","Workload Management","Release Management","Employee Journeys","Experience Level Agreements (XLAs)","Intelligent Routing"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":79,"period":"month","currency":"GBP"}],"description":"Unified IT service management with AI","contactSales":false},{"free":false,"name":"Enterprise","summary":"Custom pricing. Contact sales.","features":["Everything in Pro","Sandbox","Audit Logs","Freddy AI Agent (Classic)","Freddy AI Insights","Freddy AI included"],"description":"Advanced features and customizations","contactSales":true}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]}],"summary":"From £15/agent/month, billed annually. Free trial available. Save 20% with annual commitment.","currency":"GBP","freeTier":true,"sourceUrl":"https://www.freshservice.com","retrievedAt":"2026-08-01T15:17:22.765Z","startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["year"]}` | `{"type":"quote","sourceUrl":"https://www.manageengine.com/products/service-desk/","retrievedAt":"2026-08-01T15:18:54.758Z"}` |
| pricing.free_tier | yes | - |
| pricing.model | free | commercial |
| pricing.price_level | free | unknown |
| pricing.transparent | no | - |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.gdpr | - | yes |
| security.hipaa | - | yes |
| security.iso27001 | - | yes |

## Capabilities (IT Management Software)

| Capability | Freshservice | ManageEngine ServiceDesk Plus |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | ✓ |
| Problem management | - | ✓ |
| CMDB / IT asset management | ✓ | ✓ |
| Self-service portal | - | ✓ |
| **On-call** |  |  |
| On-call scheduling / escalation | - | - |
| Alert routing | - | - |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud + self-hosted |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✗ |

*Source: Vioscale. Generated 2026-09-01T17:10:44.363Z. "-" = undocumented, not absent.*