Freshservice and Snyk compete in the IT service management and software security markets, respectively. Freshservice has the upper hand in ease-of-use and quick setup, attracting those focused on incident management, while Snyk excels in integration with development tools and strong security features, appealing to developers.
Features: Freshservice offers a comprehensive range of features ideal for incident management and ITIL help desk capabilities. It provides an intuitive interface with seamless integration and a robust analytics suite, making it a standout choice for ease-of-use. The solution’s mobile-friendly nature and quick setup attract many users. Snyk provides strong integration with development tools and focuses on vulnerability management through its comprehensive database. It offers simplicity and self-service capabilities, with added container security features to benefit developers.
Room for Improvement: Freshservice could enhance its offering by improving reporting capabilities, task/time management, and offering increased customization for workflows and forms. Users have expressed a desire for better third-party tool integration and improved project management functions. Snyk should consider incorporating SAST or DAST features, better notification management, and expanding language support. Users have noted the complexity of understanding all features and desire better integration with IDE tools for smoother experiences.
Ease of Deployment and Customer Service: Freshservice is generally deployed on public and private clouds and is praised for its support, although some users report delays and translation issues. Snyk is deployed across private, public, and hybrid environments. Its technical support is considered good with moderate response times, but detailed customer interactions are needed due to its complexity.
Pricing and ROI: Freshservice is noted for its competitive pricing and flexible licensing models, allowing easy transitions between plans and strong ROI through streamlined IT service management. Snyk is more expensive but deemed worthwhile for its comprehensive security coverage and developer-focused features, with a licensing model based on contributing developers that balances value and expenditure.
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.
Their response time aligns with their SLA commitments.
Our long-standing association has ensured smooth communication, resulting in favorable support experiences and satisfactory issue resolution.
Freshservice is easy to use for scalability.
Snyk allows for scaling across large organizations, accommodating tens of thousands of applications and over 60,000 repositories.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
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.
One key feature we are currently examining with Veracode is AIVSS (Artificial Intelligence VSS), which is an extension of CVSS to cover use cases or top 10 LLM findings during code scanning.
The inclusion of AI to remove false positives would be beneficial.
It lacks the ability to select branches on its Web UI, forcing users to rely on CLI or CI/CD for that functionality.
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.
After negotiations, we received a special package with a good price point.
Snyk is recognized as the cheapest option we have evaluated.
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.
Snyk helps detect vulnerabilities before code moves to production, allowing for integration with DevOps and providing a shift-left advantage by identifying and fixing bugs before deployment.
Our integration of Snyk into GitHub allows us to automatically scan codebases and identify issues, which has improved efficiency.
The best feature of Snyk is the integration with our ticketing system, which is Jira.
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."
Snyk's AI Trust Platform empowers developers to innovate securely in AI-driven environments, ensuring rapid and secure software development with enhanced policy governance.
Snyk’s platform integrates AI-ready engines across the software development lifecycle, offering broad coverage with high speed and accuracy essential for fast-paced coding environments. AI-driven features include visibility, prioritization, and tailored security policies that enable proactive threat prevention and quick remediation. By focusing on LLM engineering and AI code analysis, Snyk supports secure and productive development processes. The platform's partnerships, including GenAI code assistants, enhance AI application security by addressing new threats and code velocity challenges.
What are the key features of Snyk?Snyk is implemented across industries focusing on agile development and DevSecOps, enhancing software delivery speed and security. It is widely used for continuous monitoring and adherence to security and licensing standards, especially in environments relying on Docker image security and CI/CD pipeline integration.
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