We performed a comparison between Freshservice and Fugue based on real PeerSpot user reviews.
Find out what your peers are saying about VMware, Nutanix, IBM and others in Cloud Management."There is a nice user interface."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Freshservice's best feature is its user-friendliness."
"Ability to scan barcodes and a great search feature."
"From a compliance and visibility reporting perspective, the fact that it can be applicable for multi-cloud environments is very helpful."
"The customization is excellent."
"Freshservice could improve the delegation and workflow management features."
"Freshservice's technical support has issues with delays and translations."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"I am not too happy with the page layout or screen layout since it always looks messy."
"It would be ideal if there was customization with a focus on specific cybersecurity areas or capabilities."
"The general input I have is that there is an opportunity for them to better align with other similar tools and better align with similar capabilities that cloud suppliers deliver natively."
Earn 20 points
Freshservice is ranked 14th in Cloud Management with 29 reviews while Fugue is ranked 47th in Cloud Management. Freshservice is rated 8.0, while Fugue is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Fugue writes "Easy to set up with good flexibility in customization and good reporting". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Fugue is most compared with Wiz.
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