Freshservice vs. Genuity - GoGenuity.com

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.

Incentivized

GoGenuity is great when someone wants a one-stop solution for all their needs, it has everything gelled in together so that you do not have to go to different vendors and buy different solutions. They have a very good telco service, they themselves provide SIP trunks, their billing is amazing & the best part is everything is on the cloud and can be easily managed/accessed with great security.

Incentivized

• 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.

Incentivized

• Great UI
• Good IT Helpdesk
• Quick responses

Incentivized

• 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.

Incentivized

• Ability to customize the view/dashboards even more
• Ability to easily import large sets of old records using templates/predefined formats
• Ability to attach documents/photos/additional paperwork with each asset

Incentivized

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.

Incentivized

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)

Incentivized

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.

Incentivized

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!

Incentivized

Training was enough to use the base website

Incentivized

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.

Incentivized

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.

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.

It was the price point and the quick support when i hit a block. compared to other vendors the price can get steep and they even limit you on the amount of assets you can hav. with genuity it's one price with no limits. And you can track vendors , contracts

Incentivized

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

Incentivized

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

Incentivized

We did not have professional services.

Incentivized

• 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

Incentivized

• One solution for all telco needs.
• Easy billing.
• Saved money as the client did not had to integrate different systems.

Incentivized