Alemba Service Manager vs. Freshdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alemba Service Manager
Score 7.3 out of 10
N/A
The former VMware Service Manager was an ITSM option from VMware. VMware stopped supporting SM in 2017 and transferred support to VMware partner Alemba. The product is presently supported by Alemba, as Alemba Service Manager.N/A
Freshdesk
Score 8.5 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Pricing
Alemba Service ManagerFreshdesk
Editions & Modules
No answers on this topic
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Offerings
Pricing Offerings
Alemba Service ManagerFreshdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Alemba Service ManagerFreshdesk
Features
Alemba Service ManagerFreshdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshdesk
8.6
187 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings9.2183 Ratings
Expert directory00 Ratings8.0123 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings9.3183 Ratings
Ticket response00 Ratings9.1183 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshdesk
8.4
168 Ratings
5% above category average
External knowledge base00 Ratings8.5152 Ratings
Internal knowledge base00 Ratings8.2157 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Alemba Service Manager
-
Ratings
Freshdesk
8.7
177 Ratings
9% above category average
Customer portal00 Ratings8.7151 Ratings
IVR00 Ratings8.755 Ratings
Social integration00 Ratings8.495 Ratings
Email support00 Ratings9.1176 Ratings
Help Desk CRM integration00 Ratings8.6112 Ratings
Best Alternatives
Alemba Service ManagerFreshdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alemba Service ManagerFreshdesk
Likelihood to Recommend
9.0
(2 ratings)
8.7
(254 ratings)
Likelihood to Renew
8.0
(1 ratings)
9.8
(22 ratings)
Usability
-
(0 ratings)
9.8
(42 ratings)
Availability
-
(0 ratings)
7.7
(6 ratings)
Performance
-
(0 ratings)
8.0
(6 ratings)
Support Rating
-
(0 ratings)
9.7
(40 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
9.9
(3 ratings)
Implementation Rating
-
(0 ratings)
8.8
(184 ratings)
Configurability
-
(0 ratings)
6.6
(7 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
6.6
(4 ratings)
Ease of integration
-
(0 ratings)
7.5
(5 ratings)
Product Scalability
-
(0 ratings)
5.8
(5 ratings)
Professional Services
-
(0 ratings)
6.4
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.9
(4 ratings)
Vendor pre-sale
-
(0 ratings)
6.9
(4 ratings)
User Testimonials
Alemba Service ManagerFreshdesk
Likelihood to Recommend
Alemba
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.
Read full review
Freshworks Inc
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
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Pros
Alemba
  • Manage service processes
  • Manage pools
  • Automate services
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Freshworks Inc
  • The price is great for small startups just large enough to need a support ticketing system.
  • This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
  • Agent collision detection is great for making sure agents don't duplicate each others' work!
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Cons
Alemba
  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
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Freshworks Inc
  • Data Security.
  • SLA Policies where it is not customer / contract driven but agents / groups driven.
  • Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
  • Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
  • Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
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Likelihood to Renew
Alemba
It's performed just how I want it to, so no real complaints really
Read full review
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Usability
Alemba
No answers on this topic
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Alemba
No answers on this topic
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Alemba
No answers on this topic
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
Alemba
No answers on this topic
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Alemba
No answers on this topic
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Alemba
No answers on this topic
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Alemba
No answers on this topic
Freshworks Inc
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
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Alternatives Considered
Alemba
It wasn't my selection, it's been used for more than five years in the current organization.
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Freshworks Inc
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
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Contract Terms and Pricing Model
Alemba
No answers on this topic
Freshworks Inc
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
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Scalability
Alemba
No answers on this topic
Freshworks Inc
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
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Professional Services
Alemba
No answers on this topic
Freshworks Inc
- good customer support
- personal contact
- usage limited to basic product features, individually designed solutions seem unlikely
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Return on Investment
Alemba
  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
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Freshworks Inc
  • Increased response times - Client Success maintains at 98% SLA for resolution
  • Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
  • Standardization of internal procedures via templates, canned responses and automations
Read full review
ScreenShots