We performed a comparison between Alemba vFire and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Incident Management is the most valuable feature of the solution."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The UI is easy to use."
"Omnichannel is one of the most valuable features of the solution."
"It is very easy to make reports."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"It should enhance its service and its reporting capabilities."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"Asset management and branding are two areas in the solution that have scope for improvement."
Alemba vFire is ranked 27th in IT Service Management (ITSM) with 3 reviews while Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews. Alemba vFire is rated 7.4, while Freshdesk is rated 8.4. The top reviewer of Alemba vFire writes "Fulfills all IT management needs, simple setup, but could be more user-friendly". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Alemba vFire is most compared with ServiceNow and JIRA Service Management, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
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