We performed a comparison between Freshservice and HaloITSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"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."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"You can just register and within five to minute minutes, you are ready to go."
"The most valuable aspect is that is is codeless."
"The product’s UI is very good."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"Their analytics need improvement."
"The chat portal is not that great."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We'd like better integration with other products."
"Freshservice could improve the delegation and workflow management features."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while HaloITSM is ranked 14th in IT Service Management (ITSM) with 3 reviews. Freshservice is rated 8.0, while HaloITSM is rated 9.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of HaloITSM writes "An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and Zoho Desk, whereas HaloITSM is most compared with ServiceNow and JIRA Service Management. See our Freshservice vs. HaloITSM report.
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