Compare Freshservice vs. Micro Focus Service Manager

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Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
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Quotes From Members

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

Pros
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

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"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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Cons
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

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"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

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"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

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Top Answer:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
Ranking
11th
out of 52 in Help Desk Software
Views
1,864
Comparisons
1,375
Reviews
1
Average Words per Review
793
Avg. Rating
9.0
21st
out of 52 in Help Desk Software
Views
2,105
Comparisons
1,359
Reviews
4
Average Words per Review
635
Avg. Rating
6.3
Popular Comparisons
Compared 42% of the time.
Compared 11% of the time.
Compared 6% of the time.
Also Known As
FlintHPE ITSM, HPE Service Manager
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Freshworks
Micro Focus
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Offer
Learn more about Freshservice
Learn more about Micro Focus Service Manager
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transportresultspositive, Globicon
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider18%
Media Company10%
Healthcare Company8%
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company41%
Comms Service Provider20%
Manufacturing Company7%
Government7%
Company Size
No Data Available
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2020.
446,956 professionals have used our research since 2012.
Freshservice is ranked 11th in Help Desk Software with 1 review while Micro Focus Service Manager is ranked 21st in Help Desk Software with 4 reviews. Freshservice is rated 9.0, while Micro Focus Service Manager is rated 6.2. The top reviewer of Freshservice writes "Useful for tracking, merging, and assigning tickets". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and ConnectWise Automate, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, IBM Maximo and ManageEngine ServiceDesk Plus.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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