BigPanda is designed to enable enterprise IT to intelligently automate and scale service operations to meet the complex demands of the modern datacenter. The vendor says their algorithmic service operations platform turns IT noise from fragmented clouds, teams, applications and monitoring tools into actionable insights to speed the resolution of IT incidents. Customers include Intel, Workday, News Corp, Macy’s and Cisco.
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Freshservice
Score 8.7 out of 10
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Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
If the organization has a proper CMDB asset record then BigPanda features can be utilized to their true potential as it has alert correlation capability. The alert can be redirected to the proper support team using the auto-share feature. This wouldn't be the case where asset records are not updated and the Operations have to manually assign the alerts to support groups.
Great for centralizing incident and service request management across the organization, allowing the entire org to use a single point of contact for their shareholders to find and utilize a variety of services. Highly customizable and powerful automations, rules and policies allow for granular modifications and business context-aware routing of requests and notifications, integrations with external applications and api functions. The import process of assets doesn't allow for attribute mapping customization which would be very beneficial
Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
I really can think of any, I really have no complaints about the software
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
There is always great response times with support. However, I have had multiple tickets where I have had to call back multiple times after suggested solutions did not work. This is okay, however the troubleshooting that took place after the first call was not extremely helpful. For functionality additions, support was always willing to have something built if it didn't exist already. This was awesome because a few special functions were built for our company
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
TrueSight didn't provide many customization options. The features provided were primitive as compared to BigPanda. TrueSight was being used just for alert visibility and assignment to a proper support group from a single console. Although Moogsoft had similar features as compared to BigPanda, the user administration and ease of use were a bit complicated. BigPanda provides a much simpler user interface.
SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
