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."
"Ability to scan barcodes and a great search feature."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"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."
"There is a nice user interface."
"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."
"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."
"The solution has a great filtering feature."
"A chat bot needs to be added to the portal."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The round robin ticketing feature that they have is not ideal."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"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'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."
"It's hard to interact directly with the users themselves."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
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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