Freshservice and Airtable compete in the IT management and data organization categories. Freshservice seems to have an advantage in larger organizations due to its ability to centralize IT operations and its robust suite for incident management.
Features: Freshservice provides comprehensive incident management, asset management, and change management functionalities with seamless mobile app integration. It centralizes IT operations effectively. Airtable excels in simplicity and flexibility, with strong relational database features and automation capabilities, making it highly adaptable for diverse data management needs.
Room for Improvement: Freshservice could improve in workflow customizability, reporting functionalities, and search capabilities. Its integration with Microsoft Outlook and support for complex workflows need enhancement. Airtable faces challenges with large data handling, speed of operations, and limitations in reporting exports and mobile performance.
Ease of Deployment and Customer Service: Freshservice is mostly deployed in Public Cloud, with noted seamless integration capabilities, though its technical support receives mixed feedback. Airtable's Public Cloud deployment ensures accessibility, and its support is generally well-regarded, although it could improve in issue resolution promptness.
Pricing and ROI: Freshservice offers varied pricing tiers, which can seem costly for larger setups, yet provides significant ROI by streamlining processes. Airtable’s pricing is reasonable, especially for smaller-scale use, with the Pro plan offering a good balance of cost and features, delivering cost-effective data management solutions.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
It was effective for easy reporting and data on our user feedback.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Airtable was founded on the belief that software shouldn't dictate how you work – you should dictate how it works. Our mission is to democratize software creation by enabling anyone to build the software tools that meet their needs. Creators and creatives around the world use Airtable to do everything from cattle tracking to filmmaking, and they have great things to say.
Our team brings experience from building and scaling products touching millions of people at Google, Facebook, Salesforce, Microsoft, Dropbox and other leading technology companies. We take pride in our product, and strive hard to provide the best possible experience for you, even if it requires creating new technologies and design paradigms along the way.
Airtable is an independent, private company headquartered in San Francisco. The company has raised over $63 million in funding from notable investors including: CRV, Caffeinated Capital, Freestyle Capital, Data Collective, Founder Collective, CrunchFund, and Box Group.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
We monitor all Project Management Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.