BMC FootPrints Service Core vs Freshdesk comparison

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Executive Summary

We performed a comparison between BMC FootPrints Service Core and Freshdesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
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765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets.""Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees.""I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions.""We can track issues easier and run reports on issues to see if there are patterns.""It is stable and its technical support is good and quick.""I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI.""This product solidly handles incident management, problem management, and change management.""The discovery feature is very flexible."

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"The organization that is possible with other departments is the solution's most valuable aspect.""It is very easy to make reports.""The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.""Technical support is outstanding.""It generated reports for us, which helped us identify the status of requests and the aging of requests.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""Omnichannel is one of the most valuable features of the solution.""The UI is easy to use."

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Cons
"The pricing could be a little lower and the product should cover more iTel versions.""It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space.""It would be nice if they added the ability to go directly to a form via a deep link URL.""The mobile version of this product does not support asset management.""Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names.""Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket.""The workflow should be made to be more user-friendly. It should also have more granular scalability.""We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

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"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.""I would like on-the-go translation,""The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI.""It should enhance its service and its reporting capabilities.""Asset management and branding are two areas in the solution that have scope for improvement.""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.""The reporting, analysis modules and insights capabilities for this solution could be improved.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

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Pricing and Cost Advice
  • "Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
  • "Our costs are well over $250,000."
  • "This solution has good pricing."
  • "The licensing for FootPrints is a perpetual license with an annual support fee."
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  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were… more »
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
    Top Answer: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. Additionally, more flexibility in… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio… more »
    Ranking
    25th
    out of 59 in Help Desk Software
    Views
    411
    Comparisons
    214
    Reviews
    1
    Average Words per Review
    329
    Rating
    8.0
    6th
    out of 59 in Help Desk Software
    Views
    3,403
    Comparisons
    2,036
    Reviews
    10
    Average Words per Review
    629
    Rating
    8.1
    Comparisons
    Also Known As
    FootPrints Service Core
    Learn More
    Overview
    FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”

    Sample Customers
    Cast & Crew
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Top Industries
    REVIEWERS
    Healthcare Company43%
    Logistics Company14%
    Government14%
    Financial Services Firm14%
    VISITORS READING REVIEWS
    Government20%
    Financial Services Firm14%
    Educational Organization14%
    Healthcare Company11%
    REVIEWERS
    Computer Software Company21%
    Retailer21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company7%
    Comms Service Provider6%
    Real Estate/Law Firm6%
    Company Size
    REVIEWERS
    Small Business40%
    Midsize Enterprise10%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise23%
    Large Enterprise60%
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. BMC FootPrints Service Core is rated 8.2, while Freshdesk is rated 8.4. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BMC FootPrints Service Core is most compared with ServiceNow and BMC Helix ITSM, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and ManageEngine ServiceDesk Plus.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk 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.