Alemba Service Manager vs Freshdesk

Likelihood to Recommend

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.

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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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.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Feature Rating Comparison

Alemba Service Manager

Freshdesk

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Alemba Service Manager

Freshdesk

External knowledge base

Internal knowledge base

Alemba Service Manager

Freshdesk

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

Manage service processes
Manage pools
Automate services

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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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.

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Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

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Cons

Embedded CI (configuration Item) scanner
Reporting and dashboarding engine

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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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.

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Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

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Likelihood to Renew

Alemba Service Manager 8.0

Based on 1 answer

It's performed just how I want it to, so no real complaints really

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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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

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Jeffery Albertson

System Administrator

Warren County R-III School DistrictEducation Management, 201-500 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Morganne McIntyre

Account Relationship Specialist

The Post and CourierMarketing & Advertising, 51-200 employees

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Support Rating

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Freshdesk 10.0

Based on 1 answer

No, it is easy to do

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Victor Vũ

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

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Alternatives Considered

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

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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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.

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Verified User

Supervisor in Information Technology

Education Management Company, 1001-5000 employees

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Return on Investment

Less management time spent on VMs and virtual environment
Less money spent on compute
Less money spent on servers

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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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.

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Jennifer Hess

Designer, Developer & CEO

SOFO STUDIOS, LLCGraphic Design, 1-10 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Alemba Service Manager Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$19²
Garden	$45²
Estate	$69²
Forest	$125²
Estate Omnichannel	$99²
Forest Omnichannel	$169²

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

Alemba Service Manager

Freshdesk

Alemba Service Manager

Freshdesk

Alemba Service Manager

Freshdesk

Alemba Service Manager

Freshdesk

Alemba Service Manager

Freshdesk

Likelihood to Recommend