Freshservice and Sendbird operate in IT service management and communication enhancement, respectively. Freshservice appears to have an advantage in pricing and customer support, catering to those focused on service management efficiency, whereas Sendbird excels with its advanced messaging features for businesses prioritizing communication solutions.
Features: Freshservice offers incident management, a self-service portal, and workflow automation, enhancing IT service management. Sendbird features real-time chat, multimedia messaging, and a scalable infrastructure to boost user engagement.
Room for Improvement: Freshservice could improve its customization options, expand reporting capabilities, and refine mobile applications. Sendbird can enhance integration options, streamline user interface design, and optimize pricing transparency.
Ease of Deployment and Customer Service: Freshservice provides cloud-based deployment with intuitive onboarding and extensive support to ensure a smooth setup process. Sendbird offers flexible integration options and a responsive support team, supporting businesses seeking advanced communication solutions.
Pricing and ROI: Freshservice is recognized for competitive pricing with a clear focus on ROI by reducing IT operational costs. Sendbird may have higher initial setup costs but delivers significant ROI through enhanced customer interaction and comprehensive messaging capabilities.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
Freshservice is easy to use for scalability.
The scalability is quite effective.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
The documentation for integrating with the Flutter framework is lacking detailed information.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| Sendbird | 0.5% |
| Other | 95.3% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.
Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.
What are Sendbird's most noteworthy features?Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.
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