We performed a comparison between Freshservice and HaloITSM 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."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 admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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 solution’s timely automated triggers increase our IT team’s productivity."
"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."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The most valuable aspect is that is is codeless."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The product’s UI is very good."
"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."
"Not integrated with Google."
"A chat bot needs to be added to the portal."
"The round robin ticketing feature that they have is not ideal."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice's technical support has issues with delays and translations."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while HaloITSM is ranked 14th in IT Service Management (ITSM) with 3 reviews. Freshservice is rated 8.0, while HaloITSM is rated 9.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of HaloITSM writes "An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and Zoho Desk, whereas HaloITSM is most compared with ServiceNow and JIRA Service Management. See our Freshservice vs. HaloITSM report.
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