We performed a comparison between Freshservice and NinjaOne 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."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."
"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."
"We found the initial setup to be very simple."
"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 a stable solution. My company hasn't faced any problems with the solution."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The installation is easy, it only took two minutes."
"It just works as advertised and serves the purpose for which we got it."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"The most important aspect of this tool is the security it provides our company."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"The best feature of NinjaOne is the SLA system. Every IT person can check their performance, how long it takes to resolve an issue, and how many SLAs are breached."
"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."
"Freshservice could improve the integration with Microsoft Outlook."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"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."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"NinjaOne's dashboard could be easier to use."
"NinjaOne's pricing and user interface needs improvement."
"The graphical user interface could be improved."
"The ticketing system in NinjaOne is not the best."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"NinjaOne's reporting module is cumbersome."
"Lacks sufficient integrations with other PSAs."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 15 reviews. Freshservice is rated 8.0, while NinjaOne is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, ConnectWise Automate and Kaseya VSA. See our Freshservice vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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