eGain vs. Freshservice

Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.

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Freshservice is well suited for organisations that need a powerful, feature-rich, but at time complicated, system with robust automation. Particularly those that will benefit from the various functionality that Freshservice offers. However, if you're looking for something simpler with a more basic, easy to configure, ticketing system, Freshdesk might be a better fit.

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• Multiple options to choose channel of your convenience
• The product capabilities are very good. Easy for integration and deployment
• Strong consulting partnership

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• Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
• Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
• Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

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• Service and support needs to be done better.
• Compliance and risk management needs to be improved

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• We need more validity checking on text fields; for example, only allow numbers or field length. And provide a real-time pop-up when those are not met before submitting the ticket.
• Allow form design not to be just vertical. Allow input boxes to be placed on some grid to design the form.
• Allow for more than five dynamic sections in service catalog forms.
• Workflow automation needs branching to another part of the workflow.

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We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.

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Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.

Downtime is minimal (it does happen but not often)

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Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.

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The chat availability is great and many issues are resolved during the chat. Sometimes, tickets are a little slow, but only in reference to questions and noncritical issues. Anything that has affected the use or function of the platform has been dealt with very quickly. Also, there have only been 2 Freshservice related causes to anything not working or breaking and in a year to have only 2 issues is GREAT!

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Training was enough to use the base website

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Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

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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.

While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.

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ManageEngine ServiceDesk Plus was a good product that offered good value for money but its automation is quite poor for us and the support we received from them was very hit and miss. The product is also looks dated and has not changed much over the years. Jira Service Management was very limited and all the add ins that we need all cost extra rather than being included in the price like Freshservice offerings. This meant it was hard to find out the true cost of the product.

Was not able to update us proactively about our renewal causing lost of access

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The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.

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We did not have professional services.

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• eGain helped in improvising our customer engagements
• Customer retention was made possible as the tool helps us analyse the painpoints of the customer
• Social Media Marketing helped to gain a lot of customers with minimal cost incurred.

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• Fresh Service helped us organize, asking users to write to a specific email. This generates a ticket on our system
• The user is always informed on the progress of the ticket and the activities carried out. He feels more pampered
• Within the organization we have decreased the channels of engagement and this is extremely important for an IT organization

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