What users are saying about
149 Ratings
Top Rated
86 Ratings
149 Ratings
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Score 8.3 out of 100
Top Rated
86 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Incident and problem management

    Datadog

    Feature Set Not Supported
    N/A
    8.1

    Freshservice

    81%
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.0
    90%
    47 Ratings

    Expert directory

    N/A
    0 Ratings
    7.0
    70%
    37 Ratings

    Service restoration

    N/A
    0 Ratings
    7.7
    77%
    30 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.5
    85%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    37 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    41 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.7
    77%
    40 Ratings

    ITSM asset management

    Datadog

    Feature Set Not Supported
    N/A
    8.0

    Freshservice

    80%
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.6
    86%
    39 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    7.9
    79%
    41 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    7.5
    75%
    30 Ratings

    Change management

    Datadog

    Feature Set Not Supported
    N/A
    8.2

    Freshservice

    82%
    Freshservice ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.5
    85%
    38 Ratings

    Change calendar

    N/A
    0 Ratings
    7.9
    79%
    32 Ratings

    Service-level management

    N/A
    0 Ratings
    8.4
    84%
    38 Ratings

    Attribute Ratings

    • Datadog is rated higher in 2 areas: Likelihood to Recommend, Usability
    • Freshservice is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    9.0

    Datadog

    90%
    19 Ratings
    8.7

    Freshservice

    87%
    48 Ratings

    Likelihood to Renew

    Datadog

    N/A
    0 Ratings
    9.1

    Freshservice

    91%
    1 Rating

    Usability

    10.0

    Datadog

    100%
    1 Rating
    8.8

    Freshservice

    88%
    6 Ratings

    Support Rating

    8.8

    Datadog

    88%
    10 Ratings
    10.0

    Freshservice

    100%
    15 Ratings

    Implementation Rating

    Datadog

    N/A
    0 Ratings
    8.2

    Freshservice

    82%
    1 Rating

    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

    If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
    Sean Muller | TrustRadius Reviewer

    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

    Pricing Details

    Datadog

    General

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

    Starting Price

    $0 Up to 5 hosts

    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

    Starting Price

    $19 Per Month Per User

    Freshservice Editions & Modules

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

    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 8.8
    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 8.8
    Based on 10 answers
    The support team usually gets it right. We did have a rather complicate issue setting up monitoring on a domain controller. However, they are usually responsive and helpful over chat. The downside would be I don’t think they have any phone support. If that is important to you this might not be a good fit.
    Anonymous | TrustRadius Reviewer

    Freshservice

    Freshservice 10.0
    Based on 15 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

    We are still trying other products, but people still like Datadog. After setting up a dashboard, it's great for monitoring instances on Datadog. Also, the DevOps team had a good time setting up Datadog. It means Datadog was way easier to set up compared to those others.
    Anonymous | 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

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