What users are saying about
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 8 reviews and ratings
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
Based on 177 reviews and ratings
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.
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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.

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employeesFeature 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
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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.

Verified User
Director in Customer Service
Marketing and Advertising Company, 51-200 employeesCons
Alemba Service Manager
- Embedded CI (configuration Item) scanner
- Reporting and dashboarding engine
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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.

Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employeesLikelihood 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
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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
System Administrator
Warren County R-III School DistrictEducation Management, 201-500 employees
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.
Account Relationship Specialist
The Post and CourierMarketing & Advertising, 51-200 employees
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.

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employeesImplementation 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
Network & System Specialist
De Heus LLCMachinery, 1001-5000 employees
Alternatives Considered
Alemba Service Manager
It wasn't my selection, it's been used for more than five years in the current organization.
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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.

Verified User
Supervisor in Information Technology
Education Management Company, 1001-5000 employeesReturn on Investment
Alemba Service Manager
- Less management time spent on VMs and virtual environment
- Less money spent on compute
- Less money spent on servers
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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.
Designer, Developer & CEO
SOFO STUDIOS, LLCGraphic Design, 1-10 employees
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
Sprout | Free |
---|---|
Blossom | $192 |
Garden | $452 |
Estate | $692 |
Forest | $1252 |
Estate Omnichannel | $992 |
Forest Omnichannel | $1692 |
- per month