We performed a comparison between Freshservice and IFS Cloud Platform 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."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."
"The overall functionality of the product is excellent."
"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."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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 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."
"I like the connectivity and interfaces. In V10, it's easy to modify the interfaces and layouts, but it's becoming more complicated in the cloud. IFS is excellent at asset maintenance and incident management. They have specialized modules for IFS that cover incident and asset management and everything else connected to finance. The reporting in IFS is also easy to use."
"The main reason for the ERP project was to bring together our fourteen sites, which had until then worked in separate silos."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"The product is quite flexible."
"IFS has been completely rebuilt, modernized, and cloud-based so we don't need bulky software installations."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I am not too happy with the page layout or screen layout since it always looks messy."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Freshservice's technical support has issues with delays and translations."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"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."
"IFS Applications is not robust enough to handle high-volume transactions, so it's not suitable for larger enterprises."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
"There were initial difficulties when I started using the application."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while IFS Cloud Platform is ranked 8th in Help Desk Software with 29 reviews. Freshservice is rated 8.0, while IFS Cloud Platform is rated 7.8. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo. See our Freshservice vs. IFS Cloud Platform report.
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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