We performed a comparison between Freshservice and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution’s timely automated triggers increase our IT team’s productivity."
"It allowed the development team to concentrate on the client’s requirements instead."
"You can just register and within five to minute minutes, you are ready to go."
"Freshservice's best feature is its user-friendliness."
"There is a nice user interface."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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 solution has a great filtering feature."
"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 round robin ticketing feature that they have is not ideal."
"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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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 product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. Freshservice is rated 8.0, while Samanage 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and Asana, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and JIRA Service Management.
See our list of best Help Desk Software vendors, best IT Asset Management vendors, and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
