Freshservice and OpenText Service Management Automation X (SMAX) are two competing products in the ITSM space, each with unique advantages. Freshservice is known for its intuitive IT service management, whereas SMAX offers superior enterprise features and automation, making it more suitable for larger organizations.
Features: Freshservice offers valuable features such as incident management, a self-service portal, and user-friendly navigation, making it a great choice for small to mid-sized businesses looking for straightforward management solutions. SMAX delivers advanced automation capabilities, AI-driven insights, and comprehensive integration options, which are essential for complex enterprise environments. These features make SMAX appealing for scalability and robust management needs.
Room for Improvement: Freshservice can enhance its reporting capabilities, expand its customization options, and improve the functionality of its mobile app for better user experience. SMAX needs to streamline its setup process, reduce the complexity of its integration features, and improve the flexibility of its pricing model to better accommodate various organizational sizes and needs.
Ease of Deployment and Customer Service: Freshservice is praised for its easy cloud-based deployment and responsive customer service, ideal for quick implementation. In contrast, SMAX provides flexible deployment options, including on-premises and hybrid models, allowing greater control but requiring more complex setup processes, aligning more with enterprise preferences for flexibility over simplicity.
Pricing and ROI: Freshservice generally offers lower setup costs and faster ROI for small organizations due to its cost-effective plans. SMAX, although associated with higher initial investments, promises significant returns in large-scale setups, thanks to its sophisticated capabilities, appealing to companies seeking high-end ITSM solutions with a focus on feature richness and long-term value.
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."
OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.
OpenText SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.
SMAX has a flexible and transparent pricing model that lets you change license allocations or add capabilities without costly surprises. Pricing starts at $79 per agent per month for a full range of processes and features that include a service portal, mobile app, AI, analytics, federated CMDB, ITSM, ESM, discovery, and orchestration. Visit the OpenText ITSM SaaS pricing page for details.
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