We performed a comparison between Agiloft Service Desk Suite and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Ability to scan barcodes and a great search feature."
"Freshservice's best feature is its user-friendliness."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"We found the initial setup to be very simple."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Freshservice could improve the delegation and workflow management features."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Not integrated with Google."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The round robin ticketing feature that they have is not ideal."
"The chat portal is not that great."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while Freshservice is ranked 5th in Help Desk Software with 29 reviews. Agiloft Service Desk Suite is rated 9.6, while Freshservice is rated 8.0. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Agiloft Service Desk Suite is most compared with , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
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