We performed a comparison between Freshservice and Ivanti Neurons for ITSM 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."The solution is very responsive with a 97% success rate in funneling customer tickets."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Depending on the size of your organization, is pretty standard and useful."
"The overall functionality of the product is excellent."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution's installation depends on its customization. It is easy."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The integrations are quite simple and clear."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"We'd like better integration with other products."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Not integrated with Google."
"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."
"The user interface must be made simpler and more effective."
"We'd like more integration with solutions like SolarWinds."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"The patching for non-Windows OSes such as Linux is poor."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Freshservice is rated 8.0, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus. See our Freshservice vs. Ivanti Neurons for ITSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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