Microsoft System Center Service Manager and Freshdesk compete in the IT service management space. Freshdesk seems to have the upper hand due to its ease of use and flexibility in cloud environments, making it more accessible for diverse business needs.
Features: Microsoft System Center Service Manager integrates well with Microsoft products, offering a comprehensive suite with robust incident management and reporting services. Freshdesk provides easy configurability, a powerful API, and supports multiple channels like email and social media ticketing, along with features like ticket automation and reporting.
Room for Improvement: SCSM struggles with complex licensing, no mobile version, and patch management issues. It requires better integration with non-Microsoft services and simpler configuration. Freshdesk could enhance its third-party app integration, simplify dashboard analytics, and improve multi-agent assignment functionality.
Ease of Deployment and Customer Service: SCSM's on-premises focus limits scalability, while Freshdesk's public cloud orientation offers more flexibility and convenience for businesses. Freshdesk receives better feedback for customer service responsiveness compared to SCSM's slower resolution times and mixed service experiences.
Pricing and ROI: SCSM's bundled licensing with other Microsoft products can make costs less transparent, though its ROI is high when fully utilized. Freshdesk offers a clear tiered pricing model with additional agent costs, seen as cost-effective for enhancing productivity and scalability.
The first-time response should be within 30 seconds.
From my experience, once it is set up, we have never had problems.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
From an admin point of view, Intune has more features and is easier to manage.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
The SCSM is stable.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
The insights I gather have benefited my strategy by providing actionable data that informs our operations and decision-making.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 2.9% |
| SCSM | 1.8% |
| Other | 95.3% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 8 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
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