We performed a comparison between BMC Remedyforce [EOL] and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."If a company needs to expand the solution, they are able to do so. It is quite scalable."
"It's a stable solution."
"The interface and customization are the solution's most valuable features."
"The stability is good. There are no bugs."
"Remedyforce replaced all our legacy applications globally. This enabled us to move tickets and requests to other regions easily."
"The solution is very flexible."
"The solution is very good at integrating systems."
"The reporting is very good and you can do incident matching."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"Ability to scan barcodes and a great search feature."
"It allowed the development team to concentrate on the client’s requirements instead."
"It is a stable solution. My company hasn't faced any problems with the solution."
"You can just register and within five to minute minutes, you are ready to go."
"The solution’s timely automated triggers increase our IT team’s productivity."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution has been stable."
"The customer service management (CSM) features are in need of improvement."
"It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it."
"The solution's business workforce should be much more capable of drag and drop functionality. The solution could be kind-of UI based rather than still being coding based. You still need an administrator profile, and you'll have to code things if you want to use the solution."
"More flexible ways to change the existing configuration would benefit existing customers."
"There should be some tool to move SRD and SLA from the sandbox to production."
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs."
"It's not user-friendly. Everything is overly complicated. Even for the simplest of tasks, a user will waste time. It requires a lot of clicks and a lot of steps. Often we will have to do the same thing two or three times. It's really bad."
"They need to make it possible to more easily customize the user interface."
"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."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"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 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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
Earn 20 points
BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Remedyforce [EOL] is rated 7.8, while Freshservice is rated 8.0. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Remedyforce [EOL] is most compared with , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
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