We performed a comparison between Freshservice and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Depending on the size of your organization, is pretty standard and useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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."
"There is a nice user interface."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"Incident management is a valuable feature."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Incident management and service request management features are the most valuable."
"Not integrated with Google."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice could improve the delegation and workflow management features."
"It's hard to interact directly with the users themselves."
"Freshservice's technical support has issues with delays and translations."
"The chat portal is not that great."
"A chat bot needs to be added to the portal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. Freshservice is rated 8.0, while Ivanti Service Desk [EOL] is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, ManageEngine ServiceDesk Plus and BMC Helix ITSM.
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