We performed a comparison between Freshdesk and N-able MSP Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Omnichannel is one of the most valuable features of the solution."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It is very easy to make reports."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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."
"This is a premier product and it has been around for a long time."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"I am impressed with the tool's integration with our mail system."
"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."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while N-able MSP Manager is ranked 27th in Help Desk Software with 3 reviews. Freshdesk is rated 8.4, while N-able MSP Manager is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BoldDesk, whereas N-able MSP Manager is most compared with JIRA Service Management and ServiceNow.
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