We performed a comparison between Alemba vFire and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 workflow is very good, as well as customizable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"We found the initial setup to be very simple."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"Ability to scan barcodes and a great search feature."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The reporting needs to be improved."
"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 product should improve its ability to integrate with third-party tools."
"It's hard to interact directly with the users themselves."
"Freshservice could improve the delegation and workflow management features."
"A chat bot needs to be added to the portal."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"We'd like better integration with other products."
"The round robin ticketing feature that they have is not ideal."
Alemba vFire is ranked 27th in IT Service Management (ITSM) with 3 reviews while Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews. Alemba vFire is rated 7.4, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Alemba vFire is most compared with ServiceNow and JIRA Service Management, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Alemba vFire vs. Freshservice report.
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