We performed a comparison between Freshservice and N-able MSP Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Depending on the size of your organization, is pretty standard and useful."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution’s timely automated triggers increase our IT team’s productivity."
"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."
"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."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"The analytics could be better."
"A chat bot needs to be added to the portal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"It's hard to interact directly with the users themselves."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"Freshservice could improve the delegation and workflow management features."
"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."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while N-able MSP Manager is ranked 27th in Help Desk Software with 3 reviews. Freshservice is rated 8.0, while N-able MSP Manager is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas N-able MSP Manager is most compared with JIRA Service Management, ServiceNow and Freshdesk.
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