21st December, 2021
TABLE OF CONTENTS
Freshservice is an IT service management tool that helps organizations of all sizes to fulfill service requests like resolving system errors. It prioritizes and categorizes service requests and helps to reduce manual effort.
Freshservice is a cloud-based ITSM tool that helps organizations streamline service requests across different business departments. It is suitable for businesses of all sizes. Though Freshservice is a good ITSM tool, it has drawbacks like it slows down with the customization.
In this article, we’ll discuss 9 Freshservice alternatives. But before discussing the alternatives, let’s learn more about Freshservice.
Its intuitive interface makes it easy to use
Helps in keeping track of tickets, raising new requests, and prioritizing service requests
Its mobile applications make it easy to raise and manage requests from anywhere and anytime.
Allows submitting requests from multiple channels like email, chat, etc.
It has advanced reporting capabilities like you can customize reports as per your requirements and schedule to share reports with relevant stakeholders periodically.
Customization slows it down
Support takes time to resolve issues
Very few conditional automation options
It starts at $19 and also offers a 21-day free trial with all features.
Now, let’s discuss Freshservice alternatives.
Jira helps to streamline the IT operations and empower the IT teams to work efficiently.
Helps to focus on prioritizing and resolving tickets
It helps to track work across the organization through a platform so that IT teams have a better understanding of the issue and quickly respond to it
Knowledge base management empowers users to directly resolve the most common issues
Easy to report and keep track of the activities
It has no automation rule on the server variant, which helps in achieving more customization.
Workflow is complicated
It has a free plan for upto three agents. Paid plan starts at $20 per agent/month.
TOPdesk is an IT service management tool suitable for medium and large organizations to manage workflows and streamline IT service requests. It helps IT teams handle tickets, share knowledge and resolve the issues faster. It empowers you to build a knowledge base and enable self-service. In addition, Topdeck helps you to prioritize and assign tickets within the team to speed up the process.
Allows to register and process all requests and complaints to IT teams and assign them to the respective team member
You can keep track of tickets.
A knowledge base enables self-service and helps in reducing the volume of requests for common queries.
Customizable and can easily integrate with different other tools
You can easily import the data
Creating a report is difficult
Steep learning curve
It is expensive as every module added charges extra
Available on request
SolarWinds Service Desk is a cloud-based IT service management tool that helps IT teams streamline service requests. Its knowledge base enables users to resolve issues directly with the help of past resolutions and promotes self-service.
Provides a centralized dashboard to manage organizations' service requests
All resolved issues get stored in the knowledge base that enables users to resolve commonly occurring issues
It consolidates, manages, and prioritizes the incoming tickets.
It provides a service desk chat that helps to provide quick support
Easy to learn and use
Easy tracking of incidents, changes, and problems
Lack of customization
Poor customer service
Free trials are available, and you can get quotes as per your requirements.
ServiceNow is an IT service management tool that helps to streamline IT operations and automate service tasks such as incidents, requests, problems, and help desk functions. It also manages the workflow of the organization.
Its knowledge base management helps to resolve the issue faster with the help of the solutions mentioned for similar issues.
It offers various services like expert services, a customer success center, technical support, etc.
Helps to manage the risk that might affect the daily operations across the organization.
Gather the insights and, with the help of it, form the strategies to better the performance of the organization.
User friendly and can be customized as per your organization's needs
Helps to easily submit tickets
An easy filter of tickets as per date, time, and security level
All the features are not supported in the mobile version
Takes too much time to load the filter tickets and sync the current tickets
Available on request.
BMC Helix is an IT service management tool that helps to manage change, incidents, workflows, and reporting of any issues. It provides real-time operational insights, detects any abnormal activities, and provides an end-to-end solution in a single platform.
Its proactive problem and incident management helps in finding potential issues and resolving them quickly.
Knowledge base management helps to solve the issues faster and enables self-service.
Helps in keeping track of problems
Incident and problem management
It automates the manual problem management processes and identifies the clusters of recurring incidents.
Easy to track the activities and raise tickets
Good customer support
Easy to use
Gets slows down while switching the tabs
A free trial is available, and you can request a quote for the pricing.
SysAid is an IT service management tool that helps to track all incidents, problems, and IT operational tasks. Its knowledge base helps to maintain resolutions of previous problems and enables self-service.
Helps in automating service-related tasks and reduces manual effort
Consists of modules like Incident and problem management, Reporting and SLA management, etc. that help to track and monitor the incidents and solve the problems.
Easy to raise a ticket for the issue
Reporting and customizations are easy
Steep learning curve
Lack of response on time
Additional costs for advanced reports
Available on request.
Ivanti Neurons is an ITSM tool that offers flexibility to deploy in the cloud, on-premises, or hybrid environment. Its AI-powered chatbots make overall interaction engaging and enhance user experience.
Its mobile application helps users and staff connect from anywhere. Invati Neurons' automation capabilities help to reduce manual tasks and empower organizations to provide quality service consistently.
Incident, Problem, Change and Release management.
Third-party integration is available
Better project visibility and tickets
Customization is easy
Steep learning curve
Online request for the price is available.
Atera is designed to help IT teams to monitor the incidents, changes, and problems and resolve the issues in one platform. It is an IT service management tool suitable for organizations of all sizes. It has many modules like remote monitoring and management, professional services automation, cloud-based remote access, etc.
Provides remote IT monitoring and manages tickets.
Helps IT professionals, to manage all activities from billing to the helpdesk to accounting.
Third-party integrations and availability of remote access.
Features like patch management work well
Remote access fails often
Helpdesks are confusing
A free trial is available. Paid plans start from $79 per user per month.
Vivantio is an IT service management tool that empowers organizations to manage and fulfill service requests efficiently. It allows configuring multiple SLAs as per ticket type with defined goals. Its escalating and routing rules help in prioritizing tickets and aligning as per deadlines.
Helps in planning, organizing, and monitoring the changes, incidents, problems, and resolving the issues
Manages the customer relationship like audit tickets and requests, maintaining contract records, managing customer service labels, and recording the software, hardware, and services that are delivered to the customers.
Knowledge base management
Self-service based on FAQs and automation available to smoothen the workflow.
Customization and managing tickets are easy
Good support team
Easy to use and set-up
Understanding workflow is a little difficult
Free trial available. Paid plan starts from $42 per user/month.
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