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Freshservice vs Samanage comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
7th
Ranking in IT Asset Management
7th
Ranking in IT Service Management (ITSM)
5th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (10th), Cloud Management (14th)
Samanage
Ranking in Help Desk Software
19th
Ranking in IT Asset Management
14th
Ranking in IT Service Management (ITSM)
18th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
License Management (11th)
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Freshservice is 4.6%, up from 3.6% compared to the previous year. The mindshare of Samanage is 1.3%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
Freshservice4.6%
Samanage1.3%
Other94.1%
Help Desk Software
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Moldir Shynggys - PeerSpot reviewer
Great filtering feature and a good analytics dashboard
Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Depending on the size of your organization, is pretty standard and useful."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"We use the ticketing system primarily, which is very easy to use for all users."
"The overall functionality of the product is excellent."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
 

Cons

"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."
"We'd like better integration with other products."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The round robin ticketing feature that they have is not ideal."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
 

Pricing and Cost Advice

"The price of Freshservice could improve, it is expensive."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"Freshservice price is competitive, it is not more than other solutions on the market."
"The pricing is reasonable."
"Our licensing fee for Freshservice is $2,500 a year."
"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."
"It is expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Educational Organization
9%
University
7%
Manufacturing Company
6%
Manufacturing Company
13%
Construction Company
13%
Financial Services Firm
11%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise3
Large Enterprise12
No data available
 

Questions from the Community

What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
What do you like most about Samanage?
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
What needs improvement with Samanage?
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...
What is your primary use case for Samanage?
I use it for incident recording based on your inventory.
 

Also Known As

Flint
No data available
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about Freshservice vs. Samanage and other solutions. Updated: August 2025.
866,286 professionals have used our research since 2012.