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."It is a stable solution. My company hasn't faced any problems with the solution."
"The solution’s timely automated triggers increase our IT team’s productivity."
"There is a nice user interface."
"The solution has been stable."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."
"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 most relevant feature is the monitoring, which provides built-in tools for sending commands."
"The installation is easy, it only took two minutes."
"Good at managing updates and for remote support."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"Freshservice's technical support has issues with delays and translations."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We'd like better integration with other products."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"I would like to see more scripts for PowerShell commands."
"NinjaOne's pricing and user interface needs improvement."
"NinjaOne's dashboard could be easier to use."
"The NinjaOne distribution server is highly dependent on an active directory."
"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 reporting module is cumbersome."
"The ticketing system in NinjaOne is not the best."
"The solution could improve by optimizing the internet connection being used."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 14 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, LogMeIn Central and ConnectWise Automate. See our Freshservice vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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