We performed a comparison between Freshdesk and SCSM 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."Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is quite easy to program custom apps and integrate them."
"Omnichannel is one of the most valuable features of the solution."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"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 most valuable feature is the reporting of incidents."
"Many more features than other comparable products."
"The most requested feature from our customers is the helpdesk ticketing system."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This product has helped our organization by allowing people to connect with each other."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"Asset management and branding are two areas in the solution that have scope for improvement."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"It should enhance its service and its reporting capabilities."
"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."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We would like to see a web-based interface that works on mobile devices."
"Resources for understanding compliance and relative compliance need to be made available."
"The configuration could be easier."
"The user interface needs to be improved."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The price of this solution is high and it needs to be cheaper."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Freshdesk is rated 8.4, while SCSM is rated 7.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Freshdesk vs. SCSM report.
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