We performed a comparison between Freshservice and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The overall functionality of the product is excellent."
"It allowed the development team to concentrate on the client’s requirements instead."
"Depending on the size of your organization, is pretty standard and useful."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"The solution has a great filtering feature."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The chat portal is not that great."
"Freshservice could improve the integration with Microsoft Outlook."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"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."
"Their analytics need improvement."
"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."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Samanage is ranked 26th 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, Zendesk, Microsoft Project and Asana, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and JIRA Service Management.
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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