We performed a comparison between Freshdesk and Ivanti Neurons for ITSM 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."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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It is very easy to make reports."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"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 organization that is possible with other departments is the solution's most valuable aspect."
"Technical support is outstanding."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The integrations are quite simple and clear."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"It is easy to set up."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like on-the-go translation,"
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Configuration requirements are extensive, even in basic Service Desk processes."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"The patching for non-Windows OSes such as Linux is poor."
"There's a lack of integration with other products. This needs to be improved."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"We'd like more integration with solutions like SolarWinds."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Freshdesk is rated 8.4, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus. See our Freshdesk vs. Ivanti Neurons for ITSM report.
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