We performed a comparison between Freshservice and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Freshservice's best feature is its user-friendliness."
"The overall functionality of the product is excellent."
"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."
"The solution has been stable."
"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."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"There is a nice user interface."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is one of the most stable solutions in the market."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The reporting is very good."
"It is quite scalable."
"We'd like better integration with other products."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"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 chat portal is not that great."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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 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 configuration could be easier."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Resources for understanding compliance and relative compliance need to be made available."
"The price of this solution is high and it needs to be cheaper."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"They need more integration with open-source products."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. Freshservice is rated 8.0, while SCSM is rated 7.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management and BMC Helix ITSM. See our Freshservice vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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