Freshservice and Snyk are key players in their respective domains, with Freshservice leading in helpdesk management and Snyk specializing in application security. Freshservice seems to excel with its integration capabilities and mobile app effectiveness, while Snyk offers an edge in security with its developer-friendly self-service and comprehensive vulnerability identification.
Features: Freshservice stands out with its incident and change management, intuitive mobile app, and cloud-based SaaS applications suitable for various departments like ITSM and HR. Snyk provides extensive integration with developer tools, accurate vulnerability databases, and cloud environment security, granting developers control over their application security processes.
Room for Improvement: Freshservice could improve in workflow customization, reporting functionalities, and infrastructure compatibility, particularly with Linux. Snyk might enhance support across more languages, refine notifications, and develop static analysis capabilities. Customers seek better alerts for improved prioritization.
Ease of Deployment and Customer Service: Freshservice is implemented in both public and private cloud, offering robust support, yet with room for improvement in response times and service navigation, especially for non-English users. Snyk, functioning mainly in cloud and hybrid environments, provides flexible support but could benefit from clearer user guidance for newcomers.
Pricing and ROI: Freshservice offers flexible agent-based pricing which can seem costly depending on the region, yet is perceived as cost-effective due to its helpdesk efficiency. Snyk, though expensive, justifies costs with comprehensive security features compared to other pricey competitors. Both solutions deliver good ROI yet users remain mindful of potential price hikes affecting investment returns.
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.
We could understand the implementation of the product and other features without the need for human interaction.
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.
It lacks the ability to select branches on its Web UI, forcing users to rely on CLI or CI/CD for that functionality.
The inclusion of AI to remove false positives would be beneficial.
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.
Snyk is less expensive.
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.
| Product | Market Share (%) |
|---|---|
| Snyk | 1.3% |
| Freshservice | 0.5% |
| Other | 98.2% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 9 |
| Large Enterprise | 21 |
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 excels in integrating security within the development lifecycle, providing teams with an AI Trust Platform that combines speed with security efficiency, ensuring robust AI application development.
Snyk empowers developers with AI-ready engines offering broad coverage, accuracy, and speed essential for modern development. With AI-powered visibility and security, Snyk allows proactive threat prevention and swift threat remediation. The platform supports shifts toward LLM engineering and AI code analysis, enhancing security and development productivity. Snyk collaborates with GenAI coding assistants for improved productivity and AI application threat management. Platform extensibility supports evolving standards with API access and native integrations, ensuring comprehensive and seamless security embedding in development tools.
What are Snyk's standout features?Industries leverage Snyk for security in CI/CD pipelines by automating checks for dependency vulnerabilities and managing open-source licenses. Its Docker and Kubernetes scanning capabilities enhance container security, supporting a proactive security approach. Integrations with platforms like GitHub and Azure DevOps optimize implementation across diverse software environments.
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