We performed a comparison between Freshdesk and Ivanti Neurons for ITSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Omnichannel is one of the most valuable features of the solution."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It is very easy to make reports."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The solution is easy to use and has a user-friendly interface"
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution's installation depends on its customization. It is easy."
"The integrations are quite simple and clear."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"I would like on-the-go translation,"
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"It should enhance its service and its reporting capabilities."
"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."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"We'd like more integration with solutions like SolarWinds."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The user interface must be made simpler and more effective."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"There's a lack of integration with other products. This needs to be improved."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Freshdesk is rated 8.4, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management. See our Freshdesk vs. Ivanti Neurons for ITSM report.
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