Compare Freshdesk vs. SCSM

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Freshdesk Logo
2,501 views|2,070 comparisons
SCSM Logo
Read 12 SCSM reviews.
2,962 views|1,728 comparisons
Most Helpful Review
Use Freshdesk? Share your opinion.
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: December 2020.
454,950 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect."

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"This product has helped our organization by allowing people to connect with each other.""The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products."

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Cons
"Technical support is not the best. It could be much, much better and offer better support to users."

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"The price of this solution is high and it needs to be cheaper.""It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.""Mobile application integration would be an improvement.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.""Resources for understanding compliance and relative compliance need to be made available.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""They need more integration with open-source products."

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Pricing and Cost Advice
Information Not Available
"It is an expensive solution.""Licensing can be complex and confusing.""The price should be lower."

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Questions from the Community
Top Answer: The organization that is possible with other departments is the solution's most valuable aspect.
Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more »
Top Answer: We primarily use the solution for issue ticketing.
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable.
Ranking
13th
out of 53 in Help Desk Software
Views
2,501
Comparisons
2,070
Reviews
1
Average Words per Review
297
Rating
10.0
5th
out of 53 in Help Desk Software
Views
2,962
Comparisons
1,728
Reviews
12
Average Words per Review
706
Rating
6.7
Popular Comparisons
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Also Known As
System Center Service Manager
Learn
Freshworks
Microsoft
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Offer
Learn more about Freshdesk
Learn more about SCSM
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, MovemberFibabanka, UMC Health System
Top Industries
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider14%
Retailer11%
Educational Organization6%
VISITORS READING REVIEWS
Computer Software Company23%
Government15%
Comms Service Provider12%
Construction Company7%
Company Size
REVIEWERS
Small Business67%
Midsize Enterprise33%
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: December 2020.
454,950 professionals have used our research since 2012.

Freshdesk is ranked 13th in Help Desk Software with 1 review while SCSM is ranked 5th in Help Desk Software with 12 reviews. Freshdesk is rated 10.0, while SCSM is rated 6.6. The top reviewer of Freshdesk writes "Stable and scalable with a straightforward setup". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". Freshdesk is most compared with JIRA Service Desk, ServiceNow, Microsoft Dynamics CRM, Atlassian Confluence and Oracle Service Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BeyondTrust Remote Support and Clarity SM.

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