We performed a comparison between Freshservice and Samanage 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."There is a nice user interface."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"It allowed the development team to concentrate on the client’s requirements instead."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The overall functionality of the product is excellent."
"The solution has been stable."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"A chat bot needs to be added to the portal."
"Their analytics need improvement."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"Not integrated with Google."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"The analytics could be better."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. Freshservice is rated 8.0, while Samanage is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Samanage is most compared with ServiceNow and SolarWinds Service Desk. See our Freshservice vs. Samanage report.
See our list of best Help Desk Software vendors, best IT Asset Management vendors, and best IT Service Management (ITSM) vendors.
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