We performed a comparison between Freshservice and NinjaOne based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution’s timely automated triggers increase our IT team’s productivity."
"The overall functionality of the product is excellent."
"Freshservice's best feature is its user-friendliness."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"NinjaOne has a feature where we can create custom scripts that we can run on devices remotely."
"NinjaOne's best feature is its monitoring."
"It helps us to be able to have visibility into the overall performance of the servers, laptops, and desktops that we are managing currently."
"Good at managing updates and for remote support."
"The solution's most valuable feature is related to its remote access...I know that NinjaOne's technical support is good."
"We can use it for remote monitoring, and it also works great as a troubleshooting tool. We are able to open up a command line or a PowerShell session remotely without having to disrupt the user. They have a limited network device monitoring capability, but for workstation servers, we have the event logs. We can do performance monitoring, system changes, software deployment, and patch management. We can also push scripts. It has a very simple web interface. There are no additional things to do there. Security is also pretty good. It does the same things that the other competitor's tools do. One of the advantages of Ninja is that they have a more capable mobile app, which allows you to see the alerts immediately. I get alerted to major critical issues."
"The policies are probably the most valuable features. They're similar in function to Microsoft group policies where we can have it monitor certain things or push out software on a schedule. I would rate the policies eight out of 10. They're robust, I could monitor most of the things that Windows Performance Monitoring keeps tabs on."
"The tool's most valuable feature is third-party application updates."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We'd like better integration with other products."
"Freshservice's technical support has issues with delays and translations."
"It's hard to interact directly with the users themselves."
"The chat portal is not that great."
"The round robin ticketing feature that they have is not ideal."
"Not integrated with Google."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"It can have more integrations with third-party providers, such as Deep Instinct. They do partner with certain antivirus or remote access tool partners, but they can increase their portfolio to have more choices."
"The graphical user interface could be improved."
"The reporting is lackluster. NinjaOne is great for maintaining systems, but it's hard to use it to understand the state that systems are in without going in and mining the information myself. I rate the reporting two out of 10."
"NinjaOne's pricing and user interface needs improvement."
"NinjaOne's reporting module is cumbersome."
"Lacks sufficient integrations with other PSAs."
"The ticketing system in NinjaOne is not the best."
"NinjaOne's dashboard could be easier to use."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while NinjaOne is ranked 7th in IT Service Management (ITSM) with 14 reviews. Freshservice is rated 8.0, while NinjaOne 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 NinjaOne writes "A tool that helps with a lot of configurations and creates automation processes that work perfectly". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, LogMeIn Central and ConnectWise Automate. See our Freshservice vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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