Freshservice and NinjaOne are leading competitors in the IT solutions category. Freshservice leads in user experience and integration, while NinjaOne excels in device monitoring and remote management.
Features: Freshservice includes incident management, contract management, and project management customization. It offers robust analytics and an AI-driven task automation suite. NinjaOne focuses on device management with tools for monitoring, patch management, and a scripting feature for automation.
Room for Improvement: Freshservice requires enhancements in reporting customization and project management features, along with broader system integrations. NinjaOne needs improved reporting and a better ticketing system, as well as more integration options and enhanced automation.
Ease of Deployment and Customer Service: Freshservice and NinjaOne support cloud-based deployments. Freshservice has mixed reviews on customer support, with some users experiencing delays. NinjaOne is praised for straightforward deployment and dependable customer service, though integration challenges are noted.
Pricing and ROI: Freshservice provides various pricing plans that some consider expensive, but they offer good ROI due to feature comprehensiveness. NinjaOne is cost-effective with potential for discounts on larger scales, offering significant value with its extensive toolset.
NinjaOne enables significant time savings, reducing my workload by 40% to 50%, primarily due to remote management capabilities.
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.
The customer support at NinjaOne is excellent, rated ten out of ten.
Our experience with escalation supports, including auto escalation to third-level or engineering support, has been very positive.
I rate customer service and support for NinjaOne at seven out of ten due to slow response times.
Freshservice is easy to use for scalability.
I would rate the scalability of NinjaOne as ten out of ten.
The design suggests it is scalable.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
I would rate the stability a ten out of ten.
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.
Security and reporting, including business intelligence tools, are adequate.
The inclusion of XENServer and Proxmox as virtual platforms in NinjaOne is currently missing.
The network monitoring needs to be improved.
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.
The pricing for NinjaOne is appropriate for small companies.
NinjaOne is reasonably priced, particularly with the inclusion of TeamViewer, SentinelOne, and Bitdefender.
The price or licensing of NinjaOne is a little bit high.
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.
The software's automation tools have solved critical deployment problems for small businesses.
A significant feature of NinjaOne is its remote access capability, which is essential for my clients’ home office usage.
Every month, every quarter, I see new features, and it is always evolving.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over all endpoints for more than 20,000 customers.The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. The company seamlessly integrates with a wide range of IT and security technologies. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. - Learn more here: https://www.ninjaone.com/
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
