ManageEngine vs Zoho Desk
Last updated: November 15, 2018
ManageEngine crafts comprehensive IT management software for all your business needs. We have complete and easy solutions for even your most difficult IT management problems, from keeping your business safe, to ensuring high availability, to making your users happy. We’re bringing IT together so you don’t have to.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.
ManageEngine vs Zoho Desk in our news:
2018 - Zoho Desk adds AI assistant for customer service
Service management software Zoho Desk is getting new capabilities that allow businesses to elevate agent productivity, manage cross-functional service processes, and contextually integrate customer service with other business functions. Voice and Chat Assistant: Zia helps reduce the load on customer service teams. Through Zia Voice, customers can speak or chat with Zia to receive answers from a knowledge base. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can add these suggestions to a response with a single click and send the same to the customer.
2017 - Zoho Desk introduced Compact Mode, Ticket Peek, and Snippets. Zendesk keeps calm
Zoho Desk, the service that helps customer service teams take advantage of context to improve the quality of their support, is adding more tools to take on Zendesk. The new Compact Mode brings you all the functionality of the classic ticket list, but shows you nearly twice the number of tickets without navigating to a second screen. Another new feature - Ticket Peek is a lightweight response screen for agents to respond to tickets quickly. When agents ‘peek’ into a ticket, they can see all of the interactions within that ticket, as well as all of the ticket’s properties and applicable solutions. Besides, agents can now use Snippets - pre-written phrases that can be invoked in a response by hitting the Tab key.
2016 - Zoho unveiled Zoho Desk - context-aware help desk software
Zoho Desk - is a new name for Zoho Support and it's not just rebranding, but the brand new customer support software that presents customer issues against the broader context of their prior activities and interactions. Agents respond better when they have contextually relevant information about their customers. Zoho Desk brings customer information from Zoho CRM right into the ticket. The system helps agents automatically prioritize support tickets based on customer interactions. Filter tickets based on criteria like due-time, status, or customer type. Team Feed saves the day when you need a little help from your friends. And you can use @mentions to bring another colleague into the conversation, or to hand off the ticket to the right person.
2014 - Zoho Support integrated with Zoho Creator to strike back at Zendesk
Online help desk software Zoho Support is now integrated with online database tool Zoho Creator. The integration enables to create, update or fetch information from Zoho Support to Zoho Creator. To suit your business process, you can build custom modules for the Zoho Support application. You could even bring information into your Zoho Creator custom app to build reports and collaborate with other users. For instance, in your Zoho Creator Order Management app. Your customers can report complaints and a ticket will instantly get created in Zoho Support. The agent can even access the order details empowering him with the relevant information.
2010 - Zoho launched Helpdesk-service Zoho Support. Freshdesk keeps calm
Zoho has finally added a Helpdesk service to its SaaS suite. We say finally, because the helpdesk sphere - is primary for Zoho. After all, this company has earned its major money thanks to ManageEngine ServiceDesk. And the new service Zoho Support probably will be also successful. For now it's perhaps the most feauture-rich SaaS Helpdesk on the market. It includes ticket system, knowledge base, customer portal, e-mail integration, contacts/companies base (integrated with Zoho CRM), product and SLA catalogs, workflow-engine (for ticket-processing automation), dashboard, alerts (via email and sms), analytical reports, access control system, powerful customization options. And all this (as usual for Zoho) - for low price or free of charge.
The free version provides basic functionality for ticket and contact management and is limited to 25 requests per day. It's quite enough for small business. Pro-version costs $12/month per user (support specialist).
Tickets can be created automatically from submitted web-form (on the customer portal), or from the email-message, or entered manually if client calls by phone. You can set rules for the automated ticket distribution among support specialists depending on their load and SLA-contract conditions. Each ticket has comments where you can discuss it with co-workers. There's even a built-in time tracker for those cases where a company charges for support.
For customers Zoho Support offers a convenient customer portal where they can access the knowledge base and may solve their problems without contacting support. And if customer submitted request, he can monitor its status in a private account.
2010 - Zoho launches SaaS Helpdesk, pushes its SaaS marketplace
As we know, Zoho (before it became the SaaS-giant) has developed ManageEngine ServiceDesk, which is still one of its main revenue sources. Therefore, the lack of Service Desk tool in Zoho's SaaS suite was pretty strange. Today, Zoho decided to fix this issue and kill two birds with one stone. Two years ago Zoho launched Zoho Creator Marketplace that allows to build online apps in visual designer (in Zoho Creator) and sell them to Zoho users. So, now to draw attention to this marketplace, Zoho launched Zoho Creator Helpdesk - the helpdesk system for small business, created in Zoho Creator.
The new service allows you to manage client requests (tickets), assign owners, store solutions in knowledge base, track of IT resources and create reports showing the support effectiveness. For each ticket you can add files and comments. Tickets can be created via email or via web-form. However, to submit a ticket via web form, the customer must have Zoho-account (or Google-account). By the way, Zoho Creator Helpdesk is integrated with Google Apps and can be installed from the Google Apps Marketplace. Then you can import all employees from Google Apps account, so that they can use the helpdesk.
And the major advantage of this helpdesk is customization. It's created in Zoho Creator, and may be customized there to fit the individual requirements. You can add fields, edit scripts and change the appearance.
Zoho Creator Helpdesk is free for 2 users (support technicials). Version for 3 users costs $15/month. Given that such system can be created easily in Zoho Creator, Zoho shows an example of how third-party developers can easily build own SaaS apps and sell them.
2009 - Zoho launches cloud version of ManageEngine
Zoho is making ManageEngine (its suite of network, systems and security management software solutions) available in SaaS model, beginning with OpManager On-Demand, an integrated network and systems management suite. Throughout the year, ManageEngine will continue rolling-out SaaS versions of its complete family of popular management applications, which today are used by more than 35,000 companies around the world. ManageEngine OpManager On-Demand collects fault and performance data across servers, desktops and applications and displays that information in a business-centric management view, illustrating the way business services are impacted by any disruption in the infrastructure. Because the application is offered as a service, there is no need for administrators to buy and provision servers; no time spent installing and configuring software; and licensing fees are based on a pay-as-you-go model; all of which significantly reduces cost, effort and time-to-value.