We performed a comparison between Freshservice and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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 overall functionality of the product is excellent."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"The product has the best features for ITSM."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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 round robin ticketing feature that they have is not ideal."
"Freshservice could improve the delegation and workflow management features."
"The chat portal is not that great."
"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."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"There could be flexibility in terms of customization."
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Freshservice is ranked 5th in Help Desk Software with 29 reviews while SymphonyAI IT Service Management is ranked 24th in Help Desk Software with 5 reviews. Freshservice is rated 8.0, while SymphonyAI IT Service Management is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of SymphonyAI IT Service Management writes "Good ticketing tool but limitations with integration". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas SymphonyAI IT Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, Microsoft Configuration Manager and IBM SmartCloud Control Desk. See our Freshservice vs. SymphonyAI IT Service Management report.
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