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Featured Review
Find out what your peers are saying about Freshservice vs. Micro Focus Service Manager and other solutions. Updated: November 2021.
552,695 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:

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.""The overall functionality of the product is excellent.""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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"It can adapt to any process in the organization.""Its flexibility and ease of customization are its most valuable features.""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.""The design has been revamped in terms of GUI. The current interface is quite easy to read."

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"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.""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.""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."

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"Their end-user interface and technical support features could be improved.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""The solution does not interface well with other products and is difficult to implement."

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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.""The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.""Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

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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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Questions from the Community
Top Answer: The overall functionality of the product is excellent.
Top Answer: The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month. There aren't additional costs on top of this. The price you see on the website… more »
Top Answer: While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still… more »
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out of 55 in Help Desk Software
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out of 55 in Help Desk Software
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Also Known As
HPE ITSM, HPE Service Manager
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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.

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Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
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Top Industries
Computer Software Company30%
Comms Service Provider17%
Educational Organization5%
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
Computer Software Company29%
Comms Service Provider18%
Financial Services Firm7%
Company Size
Small Business75%
Midsize Enterprise13%
Large Enterprise13%
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about Freshservice vs. Micro Focus Service Manager and other solutions. Updated: November 2021.
552,695 professionals have used our research since 2012.

Freshservice is ranked 14th in Help Desk Software with 3 reviews while Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews. Freshservice is rated 8.4, while Micro Focus Service Manager is rated 6.2. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". 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, Zendesk Guide, ManageEngine ServiceDesk Plus, JIRA Service Management and Clarity SM, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and Clarity SM. See our Freshservice vs. Micro Focus Service Manager report.

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