Freshservice and Bitrix24 both compete in the IT service management and business collaboration category. Freshservice appears to have the upper hand due to its comprehensive feature set, including extensive analytics and integrations, while Bitrix24 stands out for its cost-effectiveness and CRM flexibility.
Features: Freshservice offers incident management, integration ease, and mobile accessibility. Its design is noted for intuitiveness, robust change management, and extensive analytics, along with seamless ticket automation and custom workflows. Bitrix24 is appreciated for CRM flexibility, project management, and combining business functions. It provides task-based project setup, integration options, and highly rated workflows and data interpretation features.
Room for Improvement: Freshservice users seek better reporting and workflow customization, specifically in task management and project features. Asset discovery and search functions are key limitations. Bitrix24 needs user experience, reporting improvements, better marketing automation, and a simpler user interface. Complex workflows and ERP integration, alongside security concerns, also need attention.
Ease of Deployment and Customer Service: Freshservice and Bitrix24 offer cloud deployment, but Bitrix24 includes on-premises options for added flexibility. Freshservice is praised for supportive customer service despite some support access issues. Bitrix24's customer support is good but requires faster response and clarity. Proactive support is noted for Freshservice, while Bitrix24 is satisfactory.
Pricing and ROI: Freshservice has flexible yet potentially costly pricing at higher tiers, offering good value for its features. Its licensing model supports asset management but is expensive for some users. Bitrix24 is cost-effective with free and paid plans, accommodating smaller budgets. Freshservice's robust analytics and Bitrix24's cost-saving integrations offer positive ROI, varying by market with Freshservice facing cost criticism in budget-sensitive areas.
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.
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.
| Product | Market Share (%) |
|---|---|
| Freshservice | 1.6% |
| Bitrix24 | 1.9% |
| Other | 96.5% |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
Communication and collaboration tools
Ready for unified collaboration? Intranet, chat, videoconferencing, calendars, workspaces, documents, tasks and internal communication tools in one place!
Group task management
Collaborative task management for teams large and small. Time tracking, reminders, reporting, templates, task dependencies and more.
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.
