We performed a comparison between BMC FootPrints Service Core and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"It is stable and its technical support is good and quick."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"This product solidly handles incident management, problem management, and change management."
"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."
"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."
"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"The discovery feature is very flexible."
"Technical support is outstanding."
"The UI is easy to use."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It is quite easy to program custom apps and integrate them."
"Omnichannel is one of the most valuable features of the solution."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"The mobile version of this product does not support asset management."
"The pricing could be a little lower and the product should cover more iTel versions."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"I would like to see a little bit more color in the solution."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
BMC FootPrints Service Core is ranked 25th in Help Desk Software with 10 reviews while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. BMC FootPrints Service Core is rated 8.2, while Freshdesk is rated 8.4. The top reviewer of BMC FootPrints Service Core writes "Scalability is customizable but it is somewhat limited in terms of how granular it can be". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". BMC FootPrints Service Core is most compared with ServiceNow, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM.
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