We performed a comparison between Freshdesk and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The UI is easy to use."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The organization that is possible with other departments is the solution's most valuable aspect."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Has a powerful audit combination that helps achieve high accuracy."
"The most powerful features are the database and integration with CMDB."
"The ability to configure and integrate it with other solutions for ERP."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"IBM Maximo is the best software for assets management."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"The most valuable feature is asset management maintenance as well as asset management overall."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Revision management of file attachments."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews. Freshdesk is rated 8.4, while IBM Maximo is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas IBM Maximo is most compared with ServiceNow, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and IFS Cloud Platform.
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