We performed a comparison between Freshservice, Samanage, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 is a stable solution. My company hasn't faced any problems with the solution."
"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 solution has been stable."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"The Workflow feature is the most valuable."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"It can scale well if you are managing IT assets."
"The subsequent chain of tasks, I believe, is valuable."
"We have found change management and CMDB to be very useful."
"Remote access is most valuable."
"If you stick to the out-of-the-box solution, it's an easy setup."
"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."
"It's hard to interact directly with the users themselves."
"Not integrated with Google."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The analytics could be better."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"The utilization of AI in ServiceNow needs enhancement."
