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Freshservice vs IFS Cloud Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
6.4
Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.
Sentiment score
5.7
Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.
 

Customer Service

Sentiment score
6.4
Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.
Sentiment score
6.1
Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
 

Scalability Issues

Sentiment score
7.2
Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.
Sentiment score
7.7
IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.
Freshservice is easy to use for scalability.
 

Stability Issues

Sentiment score
8.1
Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.
Sentiment score
8.2
IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
 

Room For Improvement

Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.
IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
 

Setup Cost

Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.
IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
 

Valuable Features

Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.
IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
There are fewer fields on the user screen compared to other products.
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
7th
Ranking in IT Asset Management
6th
Ranking in IT Service Management (ITSM)
5th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (11th), Cloud Management (15th)
IFS Cloud Platform
Ranking in Help Desk Software
8th
Ranking in IT Asset Management
7th
Ranking in IT Service Management (ITSM)
6th
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
31
Ranking in other categories
CRM (12th), Customer Experience Management (7th), Field Service Management (1st), ERP (9th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (2nd), Local Government CRM (4th), License Management (2nd)
 

Mindshare comparison

As of January 2025, in the Help Desk Software category, the mindshare of Freshservice is 3.4%, down from 3.9% compared to the previous year. The mindshare of IFS Cloud Platform is 1.5%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Brendan Fisher - PeerSpot reviewer
Robust, customizable, and modern
IFS is a very large and complex software, and implementation of IFS can be challenging and may lead to a difficult lengthy project. It can take between 12 and 24 months in some cases to deploy. I have found that not all clients are fully aware of how big the task is that they're undertaking when they make a decision to move to software like this. Companies need to be more aware of the complexity of an ERP implementation project and while I fully recommend moving to IFS, it is not easy and does require business change when adopting an ERP solution. New features are a difficult ask - I work across multiple industries and everyone would probably choose a different feature. Maybe BIM in Construction or Customs link-ups for importers/exporters.
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
7%
Financial Services Firm
6%
Retailer
6%
Computer Software Company
19%
Manufacturing Company
10%
Government
7%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
What do you like most about IFS Applications?
Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users.
What is your experience regarding pricing and costs for IFS Applications?
The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive features and minimal need for customization. I rate the pricing a seven out of ten.
What needs improvement with IFS Applications?
The solution's reporting tools still require improvement. The current functionality could be more user-friendly and flexible, which can lead to increased reliance on service partners for custom cha...
 

Also Known As

Flint
IFS Applications, Assyst, IFS Cloud
 

Learn More

 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia. 
Find out what your peers are saying about Freshservice vs. IFS Cloud Platform and other solutions. Updated: January 2025.
831,265 professionals have used our research since 2012.