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Freshservice vs HaloITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

Freshservice
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.0
Number of Reviews
32
Ranking in other categories
Help Desk Software (9th), Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th)
HaloITSM
Ranking in IT Service Management (ITSM)
15th
Average Rating
9.0
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Freshservice is 4.0%, down from 4.4% compared to the previous year. The mindshare of HaloITSM is 2.0%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Tim Guilder - PeerSpot reviewer
Sep 20, 2022
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
Abhilash Sherkane - PeerSpot reviewer
Jul 26, 2023
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
We use the product for IT asset management The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It allowed the development team to concentrate on the client’s requirements instead."
"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 has been stable."
"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."
"There is a nice user interface."
"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 solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The most valuable aspect is that is is codeless."
"The product’s UI is very good."
 

Cons

"Freshservice could improve the integration with Microsoft Outlook."
"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."
"The analytics could be better."
"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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"There is room for improvement in reporting for project management."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"The product does not have its own orchestration engine."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
 

Pricing and Cost Advice

"Freshservice price is competitive, it is not more than other solutions on the market."
"Our licensing fee for Freshservice is $2,500 a year."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
"The pricing is reasonable."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The product’s pricing is competitive and less complicated."
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
8%
Government
6%
Financial Services Firm
6%
Computer Software Company
17%
Comms Service Provider
7%
Government
7%
Retailer
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
What is your experience regarding pricing and costs for HaloITSM?
The product’s pricing is competitive and less complicated. There is only one license cost, which includes all the components. There's no additional cost component for separate modules. It makes it ...
What needs improvement with HaloITSM?
The product does not have its own orchestration engine. If someone is looking for orchestration, they must look for an external tool.
 

Comparisons

 

Also Known As

Flint
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Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Find out what your peers are saying about Freshservice vs. HaloITSM and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.