We performed a comparison between Freshservice and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is a stable solution. My company hasn't faced any problems with the solution."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Ability to scan barcodes and a great search feature."
"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."
"The solution has been stable."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"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."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"The analytics could be better."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The round robin ticketing feature that they have is not ideal."
"Freshservice could improve the integration with Microsoft Outlook."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Not integrated with Google."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Samanage is ranked 26th in Help Desk Software with 3 reviews. Freshservice is rated 8.0, while Samanage is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and Asana, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and JIRA Service Management.
See our list of best Help Desk Software vendors, best IT Asset Management vendors, and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
