We performed a comparison between Freshdesk and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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 most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The UI is easy to use."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"The tool supports a lot of standard reporting KPIs."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"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."
"The interface can be improved. It can be made more interactive for self-service users."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You must be very technical to configure it."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. Freshdesk is rated 8.4, while Ivanti Service Desk [EOL] is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
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