We performed a comparison between BMC FootPrints Service Core and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"Ability to auto-generate email messages, process email messages, and approvals."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"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."
"Technical support is good."
"Freshservice's best feature is its user-friendliness."
"We found the initial setup to be very simple."
"You can just register and within five to minute minutes, you are ready to go."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"It allowed the development team to concentrate on the client’s requirements instead."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"There is a nice user interface."
"It is a stable solution. My company hasn't faced any problems with the solution."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"The workflow should be made to be more user-friendly. It should also have more granular scalability."
"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 another way to manage notifications."
"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."
"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."
"The pricing could be a little lower and the product should cover more iTel versions."
"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 mobile version of this product does not support asset management."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"The round robin ticketing feature that they have is not ideal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The chat portal is not that great."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"A chat bot needs to be added to the portal."
BMC FootPrints Service Core is ranked 26th in Help Desk Software with 10 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC FootPrints Service Core is rated 8.2, while Freshservice is rated 8.0. 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC FootPrints Service Core is most compared with ServiceNow, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus.
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