We performed a comparison between Freshservice and Samanage based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We found the initial setup to be very simple."
"It is a stable solution. My company hasn't faced any problems with the solution."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Ability to scan barcodes and a great search feature."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution has been stable."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"Freshservice could improve the delegation and workflow management features."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Freshservice could improve the integration with Microsoft Outlook."
"The analytics could be better."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice's technical support has issues with delays and translations."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Their analytics need improvement."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. Freshservice is rated 8.0, while Samanage is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Samanage is most compared with ServiceNow and SolarWinds Service Desk. See our Freshservice vs. Samanage report.
See our list of best Help Desk Software vendors, best IT Asset Management vendors, and best IT Service Management (ITSM) vendors.
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