We performed a comparison between Freshservice and SCSM 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."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."
"The solution has been stable."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Freshservice's best feature is its user-friendliness."
"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."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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 allowed the development team to concentrate on the client’s requirements instead."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I've used SCSM a lot, and its features are valuable."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The most valuable feature is the reporting of incidents."
"This solution is easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The analytics could be better."
"Freshservice could improve the delegation and workflow management features."
"We'd like better integration with other products."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"We would like to see a web-based interface that works on mobile devices."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"I have found SCSM not adequate enough to carry out some functions."
"The price of this solution is high and it needs to be cheaper."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Freshservice is rated 8.0, while SCSM is rated 7.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project and Zendesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM. See our Freshservice vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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