Top 9 Freshservice Alternatives in 2022

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

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.

Key Features of 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.

Drawbacks of Freshservice

  • Customization slows it down

  • Support takes time to resolve issues

  • Very few conditional automation options

Pricing

It starts at $19 and also offers a 21-day free trial with all features.

Now, let’s discuss Freshservice alternatives.

Top Freshservice Alternatives

1. Jira Service Management

JIra

Features

  • 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

Pros 

  • User-friendly interface

  • Easy to report and keep track of the activities

Cons

  • It has no automation rule on the server variant, which helps in achieving more customization.

  • Workflow is complicated

  • Poor support

Pricing

It has a free plan for upto three agents. Paid plan starts at $20 per agent/month.

2. TOPdesk

Topdesk

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. 

Features

  • 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.

Pros 

  • Customizable and can easily integrate with different other tools

  • User-friendly 

  • You can easily import the data

Cons

  • Creating a report is difficult

  • Steep learning curve

  • It is expensive as every module added charges extra

Pricing

Available on request

3. SolarWinds Service Desk

Solarwinds (1)

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.

Features

  • 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

Pros

  • Easy to learn and use

  • Easy tracking of incidents, changes, and problems

Cons

  • Lack of customization

  • Poor customer service

Pricing

Free trials are available, and you can get quotes as per your requirements.

4. ServiceNow

ServiceNow ITSM

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.

Features

  • 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.

Pros 

  • 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

Cons

  • All the features are not supported in the mobile version

  • Takes too much time to load the filter tickets and sync the current tickets

Pricing

Available on request.

5. BMC Helix

BMC

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.

Features

  • 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.

Pros

  • Easy to track the activities and raise tickets

  • Good customer support

  • Easy to use

Cons

  • Complex customization

  • Gets slows down while switching the tabs

Pricing

A free trial is available, and you can request a quote for the pricing.

6. SysAid

Sysaid

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. 

Features

  • 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.

Pros

  • Easy to raise a ticket for the issue

  • Reporting and customizations are easy

Cons

  • Steep learning curve

  • Lack of response on time

  • Additional costs for advanced reports

Pricing

Available on request.

7. Ivanti Neurons

IVanti

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.

Features

  • Incident, Problem, Change and Release management.

  • Third-party integration is available

Pros

  • Better project visibility and tickets

  • Customization is easy

Cons

  • Steep learning curve

  • Complex Workflow 

Pricing

Online request for the price is available.

8. Atera

ATERA

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. 

Features

  • 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.

Pros

  • User-friendly interface

  • Features like patch management work well

Cons

  • Remote access fails often

  • Helpdesks are confusing

Pricing

A free trial is available. Paid plans start from $79 per user per month.

9. Vivantio

Vivantio

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.

Features

  • 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.

Pros

  • Customization and managing tickets are easy

  • Good support team

  • Easy to use and set-up

Cons

  • Understanding workflow is a little difficult

Pricing

Free trial available. Paid plan starts from $42 per user/month.

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