We performed a comparison between Freshservice and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Freshservice's best feature is its user-friendliness."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"You can just register and within five to minute minutes, you are ready to go."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"Has a powerful audit combination that helps achieve high accuracy."
"Provides great flexibility."
"It is configurable, where you can add extra fields to screens and to the database."
"Reliable, very configurable, and it's all integrated in the same database."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"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."
"IBM Maximo is the best software for assets management."
"The most valuable feature is the ability to correct maintenance."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"It's hard to interact directly with the users themselves."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice could improve the delegation and workflow management features."
"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."
"We'd like better integration with other products."
"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."
"The analytics could be better."
"The initial setup was complex, because it is a complex product."
"The interface is not very easy or user-friendly and is in need of improvement."
"Vendor management needs enhancement."
"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."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"The latest version is slow due to the power it requires."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"Revision management of file attachments."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews. Freshservice is rated 8.0, while IBM Maximo is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, 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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