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 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 most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"You can just register and within five to minute minutes, you are ready to go."
"It allowed the development team to concentrate on the client’s requirements instead."
"It is a stable solution. My company hasn't faced any problems with the solution."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"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."
"NinjaOne's best feature is its monitoring."
"The installation is easy, it only took two minutes."
"NinjaOne helps us view the status of software patching, whether the PC is locked or unlocked."
"The most relevant feature is the monitoring, which provides built-in tools for sending commands."
"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."
"The most important aspect of this tool is the security it provides our company."
"Freshservice could improve the integration with Microsoft Outlook."
"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 round robin ticketing feature that they have is not ideal."
"A chat bot needs to be added to the portal."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice could improve the delegation and workflow management features."
"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."
"It's hard to interact directly with the users themselves."
"The solution could improve by optimizing the internet connection being used."
"Lacks sufficient integrations with other PSAs."
"I wish that they integrated it with more antivirus solutions. Currently, they only push Defender, but it doesn't really have integration with SentinelOne. It also didn't integrate with Trend Micro, which we were using previously. I would also like to have more control from the mobile app. As of now, I am able to see some performance values, but I can't see, for example, disk activity or disk performance values. If they can improve their app a little bit, it would help greatly. They can also improve the tech interface. If I assign certain techs to a bunch of specific machines, they only get those alerts that they're assigned to."
"I would like to see more scripts for PowerShell commands."
"The remote connectivity could be better. It works most of the time, but sometimes, there are issues."
"The graphical user interface could be improved."
"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."
"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 15 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, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas NinjaOne is most compared with Atera, N-able N-central, Microsoft Configuration Manager, ConnectWise Automate and Kaseya VSA. See our Freshservice vs. NinjaOne report.
See our list of best IT Service Management (ITSM) vendors.
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