We performed a comparison between Freshdesk and Samanage 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 free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is very easy to make reports."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"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."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"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."
"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."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Technical support is not the best. It could be much, much better and offer better support to users."
"It should enhance its service and its reporting capabilities."
"I would like on-the-go translation,"
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. Freshdesk is rated 8.4, while Samanage is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk, Freshservice and JIRA Service Management.
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