What users are saying about
Top Rated
177 Ratings
8 Ratings
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Score 7.6 out of 100
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

Freshdesk

Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases. If you don't need ticketing, or need to manage a different sort of communication (e.g. specifically for sales) then there are more applicable options out there.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
Freshdesk
8.7
Organize and prioritize service tickets
Alemba Service Manager
Freshdesk
9.0
Expert directory
Alemba Service Manager
Freshdesk
8.4
Subscription-based notifications
Alemba Service Manager
Freshdesk
8.4
ITSM collaboration and documentation
Alemba Service Manager
Freshdesk
7.6
Ticket creation and submission
Alemba Service Manager
Freshdesk
9.3
Ticket response
Alemba Service Manager
Freshdesk
9.7

Self Help Community

Alemba Service Manager
Freshdesk
8.3
External knowledge base
Alemba Service Manager
Freshdesk
8.7
Internal knowledge base
Alemba Service Manager
Freshdesk
7.9

Multi-Channel Help

Alemba Service Manager
Freshdesk
7.4
Customer portal
Alemba Service Manager
Freshdesk
8.4
IVR
Alemba Service Manager
Freshdesk
3.0
Social integration
Alemba Service Manager
Freshdesk
7.6
Email support
Alemba Service Manager
Freshdesk
9.8
Help Desk CRM integration
Alemba Service Manager
Freshdesk
8.3

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

Freshdesk

  • Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
  • Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
  • Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.
Anonymous | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

Freshdesk

  • Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
  • Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
  • Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

Alemba Service Manager

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 8.3
Based on 7 answers
I believe that the overall usability is simple enough to integrate into small and medium-sized businesses, but I don't think that it could keep up with our company as a whole. We use it for our department and it depends on how many agents are using the platform. I know that outside of the backend, it's harder to use.
Morganne McIntyre | TrustRadius Reviewer

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 8.5
Based on 8 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Implementation Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

Freshdesk

Freshdesk's biggest advantage over some other service desk solutions is that it is completely web-based, so that helps to eliminate the need for a Systems Administrator having to install/set up/manage this on a server. This includes managing a database for the helpdesk solution, which in the case of some solutions out there, this is required. Also, Freshdesk is pretty easy/intuitive to use from an IT Technician standpoint, since it's more of a basic helpdesk solution. Some others on the market may have a lot more features than Freshdesk, but with the additional features, comes a steeper learning curve to master.
Anonymous | TrustRadius Reviewer

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

Freshdesk

  • Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
  • The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
  • Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
  • Ease-of-use minimizes the need for individual training and shortens onboarding time.
Jennifer Hess | TrustRadius Reviewer

Screenshots

Alemba Service Manager

Pricing Details

Alemba Service Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Alemba Service Manager Editions & Modules

Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. per month
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
Freshdesk
8.8

Likelihood to Renew

Alemba Service Manager
8.0
Freshdesk
10.0

Usability

Alemba Service Manager
Freshdesk
8.3

Support Rating

Alemba Service Manager
Freshdesk
8.5

Implementation Rating

Alemba Service Manager
Freshdesk
10.0

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