We performed a comparison between Freshservice and SCSM 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."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"Freshservice's best feature is its user-friendliness."
"Ability to scan barcodes and a great search feature."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The overall functionality of the product is excellent."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is quite easy to integrate with other Microsoft products."
"It is one of the most stable solutions in the market."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The most valuable feature is the reporting of incidents."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The solution offers good productivity at a low price point."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"We'd like better integration with other products."
"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."
"The chat portal is not that great."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Not integrated with Google."
"A chat bot needs to be added to the portal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Mobile application integration would be an improvement."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"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."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The user interface needs to be improved."
"I have found SCSM not adequate enough to carry out some functions."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while SCSM is ranked 11th in IT Service Management (ITSM) 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 IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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