We performed a comparison between BMC Remedyforce [EOL] 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."It's a stable solution."
"If a company needs to expand the solution, they are able to do so. It is quite scalable."
"Remedyforce has greatly improved our company's ability to accurately track and create new records."
"The reporting is very good and you can do incident matching."
"The stability is good. There are no bugs."
"The solution is very flexible."
"BMC Remedyforce is a good tracking service in general."
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"Depending on the size of your organization, is pretty standard and useful."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"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."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"It required a high amount of customisation for us to work with the tool and sometimes special capabilities needed to be purchased."
"The look and feel is very dated."
"There should be some tool to move SRD and SLA from the sandbox to production."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"Improve the out-of-the-box ITIL compliance, which would be great for new customers."
"My team finds the search options and the user interface to be really cumbersome."
"They need to include more high-end technology, different languages, the kinds of things not yet included in the product."
"The ease of customization needs improvement."
"A chat bot needs to be added to the portal."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"We'd like better integration with other products."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"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."
"Not integrated with Google."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Remedyforce [EOL] is rated 7.8, while Freshservice is rated 8.0. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedyforce [EOL] is most compared with , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus.
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