What users are saying about
101 Ratings
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64 Ratings
101 Ratings
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Score 8.1 out of 100

Freshservice

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64 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Datadog

Datadog is a no-brainer for any environment that relies on multiple servers. Even for one server, it's so much better to use for monitoring and alert capability than anything else I remember looking at before we started using Datadog. Teams can even use it to track their progress of investigating an alert so multiple people aren't unknowingly looking into the same exact issue unnecessarily.
Anonymous | TrustRadius Reviewer

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Datadog
Freshservice
9.0
Organize and prioritize service tickets
Datadog
Freshservice
9.6
Expert directory
Datadog
Freshservice
8.6
Service restoration
Datadog
Freshservice
9.8
Self-service tools
Datadog
Freshservice
9.4
Subscription-based notifications
Datadog
Freshservice
9.1
ITSM collaboration and documentation
Datadog
Freshservice
8.9
ITSM reports and dashboards
Datadog
Freshservice
7.8

ITSM asset management

Datadog
Freshservice
8.5
Configuration mangement
Datadog
Freshservice
8.8
Asset management dashboard
Datadog
Freshservice
8.2
Policy and contract enforcement
Datadog
Freshservice
8.4

Change management

Datadog
Freshservice
8.8
Change requests repository
Datadog
Freshservice
8.6
Change calendar
Datadog
Freshservice
8.7
Service-level management
Datadog
Freshservice
9.0

Pros

Datadog

  • APIs, the ability to interact with the data we pull into data dog is key. We port the information over to Servicenow, so the ability to pull everything into DataDog, then Servicenow, is a key component of our success here at Wayfair.
  • Simple Interface - clean, useful, effective. Allows users to use DataDog for one reason, get work done.
  • Lightweight agent on hosts
Anthony Zappala | TrustRadius Reviewer

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Cons

Datadog

  • User interface could be improved in some areas, looking for host information and the agent install link takes a bit of time.
  • Configuration of the agent is generally done via a config file which is a pro and a con. It would be nice to have some UI to configure various agent options.
  • Billing isn't entirely straightforward, they could use more reports to figure out the source of your monthly costs.
Kevin Van Heusen | TrustRadius Reviewer

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Likelihood to Renew

Datadog

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Usability

Datadog

Datadog 10.0
Based on 1 answer
The user interface is quite intuitive with the exception of the network map. As a deployer of software, it is trivial to setup.
Anonymous | TrustRadius Reviewer

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Datadog

Datadog 8.4
Based on 12 answers
Our experience working with their support found them to be helpful and quick to respond. Also, as many of their integrations are open source, improvements we desired could be tracked and even driven by us. Their documentation is excellent and makes integrating their tooling simple and makes standing up monitoring for new application a quick and painless process.
Anonymous | TrustRadius Reviewer

Freshservice

Freshservice 9.9
Based on 12 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Implementation Rating

Datadog

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Datadog

New Relic APM is a great application performance monitoring tool, but the agent was producing an increased load on our system compared to Datadog. Datadog also gives the flexibility of going outside of the boundaries of the application and looking at system performance as well, which can have a large impact on application performance.
Stephen Groat | TrustRadius Reviewer

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Return on Investment

Datadog

  • One of our critical production databases went down a couple of weeks back. Just because we had the Datadog monitoring enabled for that database, Datadog sent the alerts to PagerDuty and we were instantly notified via pager and email alert. We could act right away and bring up the database within a few mins.
  • Ability to create custom screenboards have allowed us to track the critical and warning alerts in front of our eyes all the time
Rajeshh Raghavan | TrustRadius Reviewer

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Screenshots

Pricing Details

Datadog

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

Datadog Editions & Modules

On-premise Edition
Infrastructure$15.001
Log Management$1.272
APM$31.003
  1. Per Host Per Month
  2. Per Million Log Events
  3. Per Host Per Month
SaaS Edition
Free$01
Standard$15/host2
EnterpriseCustom3
  1. Up to 5 hosts
  2. Up to 500 hosts
  3. 500+ hosts
Additional Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Datadog
9.1
Freshservice
9.3

Likelihood to Renew

Datadog
Freshservice
9.1

Usability

Datadog
10.0
Freshservice
8.9

Support Rating

Datadog
8.4
Freshservice
9.9

Implementation Rating

Datadog
Freshservice
8.2

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