We performed a comparison between Freshservice and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."There is a nice user interface."
"Freshservice's best feature is its user-friendliness."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Depending on the size of your organization, is pretty standard and useful."
"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 is one of the most stable solutions in the market."
"It is quite scalable."
"The reporting is very good."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The most valuable feature is the reporting of incidents."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The most requested feature from our customers is the helpdesk ticketing system."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The chat portal is not that great."
"We'd like better integration with other products."
"Freshservice's technical support has issues with delays and translations."
"Freshservice could improve the delegation and workflow management features."
"It's hard to interact directly with the users themselves."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The user interface needs to be improved."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"The configuration could be easier."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. Freshservice is rated 8.0, while SCSM is rated 7.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project and Zendesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM. See our Freshservice vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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