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.
$29
per month per agent
Hive
Score 9.0 out of 10
N/A
Hive Technology offers their eponymous project management and process management application, providing integrations with many popularly used applications for productivity, cloud storage, and collaboration.
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
Hive is a powerful tool for data analysis and management that is well-suited for a wide range of scenarios. Here are some specific examples of scenarios where Hive might be particularly well-suited: Data warehousing: Hive is often used as a data warehousing platform, allowing users to store and analyze large amounts of structured and semi-structured data. It is especially good at handling data that is too large to be stored and analyzed on a single machine, and supports a wide variety of data formats. Batch processing: Hive is designed for batch processing of large datasets, making it well-suited for tasks such as data ETL (extract, transform, load), data cleansing, and data aggregation.Simple queries on large datasets: Hive is optimized for simple queries on large datasets, making it a good choice for tasks such as data exploration and summary statistics. Data transformation: Hive allows users to perform data transformations and manipulations using custom scripts written in Java, Python, or other programming languages. This can be useful for tasks such as data cleansing, data aggregation, and data transformation. On the other hand, here are some specific examples of scenarios where Hive might be less appropriate: Real-time queries: Hive is a batch-oriented system, which means that it is designed to process large amounts of data in a batch mode rather than in real-time. While it is possible to use Hive for real-time queries, it may not be the most efficient choice for this type of workload. Complex queries: Hive is optimized for simple queries on large datasets, but may struggle with more complex queries or queries that require multiple joins or subqueries.Very large datasets: While Hive is designed to scale horizontally and can handle large amounts of data, it may not scale as well as some other tools for very large datasets or complex workloads.
Simplicity, it offers a clean environment without risking the outcome. An example of this are the timesheets that allow a fast way to keep track of progress
Interaction, the different options make it faster and easier to interact and collaborate in the development of a product. An example of this would be Hive Notes for meetings
The different visualisations it offers allow to explore the best ways to affront your projects. I really like the Gantt mappings view to understand who can be contacted at each point
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
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.
The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.
In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.
Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Our CSR is easily accessible and they have support built into the app itself. They also have a pretty robust support site. We also took advantage of the free trial and learned so much by putting Hive through the paces and figuring out the best way to mold it to our needs.
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.
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
Hive is a bit different than Jira and Monday, which I used mostly. Overall does a great job managing project and helps with team communication. Removes dependency of asking team members for updates by going to conference rooms. With Hive, the team updates the status, and we can easily track it.
Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.
We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.
