We performed a comparison between Freshservice, Samanage, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Freshservice's best feature is its user-friendliness."
"The solution’s timely automated triggers increase our IT team’s productivity."
"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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"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."
"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."
"There is a nice user interface."
"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."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"The most recent addition of SAM Premium is a game changer for many organizations."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"The solution's initial setup process is easy."
"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."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"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."
"Their analytics need improvement."
"Freshservice could improve the delegation and workflow management features."
"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."
"It's hard to interact directly with the users themselves."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"The capital expenditure neeed to get the tool up and running is extensive."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The pricing structure could be more budget-friendly."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Very expensive."
"It's a little expensive compared to other tools."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
