We performed a comparison between Freshservice and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution has been stable."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"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."
"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."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The tool's most valuable feature is third-party application updates."
"The most important aspect of this tool is the security it provides our company."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"The most valuable feature we have found currently is probably patch management."
"Freshservice could improve the delegation and workflow management features."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"We'd like better integration with other products."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I would like to see more scripts for PowerShell commands."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"Lacks sufficient integrations with other PSAs."
"The solution could improve by optimizing the internet connection being used."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"I want NinjaOne to improve the reports."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"The NinjaOne distribution server is highly dependent on an active directory."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 14 reviews. Freshservice is rated 8.0, while NinjaOne 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 NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, LogMeIn Central and ConnectWise Automate. See our Freshservice vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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