We performed a comparison between Freshdesk and IDERA Uptime Infrastructure Monitor based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"My organization can leverage IDERA Uptime Infrastructure Monitor to learn more about how clients perform because the solution lets you monitor and optimize devices and apply best practices."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Asset management and branding are two areas in the solution that have scope for improvement."
"I would like to see a little bit more color in the solution."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"It should enhance its service and its reporting capabilities."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"What I want to improve in IDERA Uptime Infrastructure Monitor is the community aspect, where IDERA would provide customers with updates on functionalities, what comes next, what IDERA Uptime Infrastructure Monitor upgrades would be released, etc. I also want the sustainability of IDERA Uptime Infrastructure Monitor to improve."
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Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while IDERA Uptime Infrastructure Monitor is ranked 60th in Network Monitoring Software with 5 reviews. Freshdesk is rated 8.4, while IDERA Uptime Infrastructure Monitor is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IDERA Uptime Infrastructure Monitor writes "It offers different licensing types that allow you to extend the services to clients; it lets you look into device performance and optimization and helps apply best practices". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas IDERA Uptime Infrastructure Monitor is most compared with Zabbix.
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