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Top Rated
112 Ratings

Freshservice

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Top Rated
112 Ratings
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Score 8.6 out of 100
259 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    Freshservice

    78%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    58 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    44 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    36 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    55 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.9
    79%
    50 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    48 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    35 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Change calendar

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    8.1
    81%
    44 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 2 areas: Likelihood to Recommend, Usability
    • Microsoft Endpoint Manager (Microsoft Intune + SCCM) is rated higher in 3 areas: Likelihood to Renew, Support Rating, Implementation Rating

    Likelihood to Recommend

    8.9

    Freshservice

    89%
    59 Ratings
    8.7

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    87%
    48 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings
    9.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    99%
    2 Ratings

    Usability

    9.0

    Freshservice

    90%
    6 Ratings
    7.2

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    72%
    6 Ratings

    Performance

    Freshservice

    N/A
    0 Ratings
    6.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    69%
    28 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    28 Ratings
    9.8

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    98%
    20 Ratings

    Implementation Rating

    8.8

    Freshservice

    88%
    2 Ratings
    8.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    89%
    4 Ratings

    Ease of integration

    Freshservice

    N/A
    0 Ratings
    7.6

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    76%
    14 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshservice works well for an internal IT department tracking problems and helpdesk tickets. It is great for implementing approval workflows and workflows for resolving issues. Having a repository for solutions article that is easy to search for users and IT department. Asset tracking provides the IT department a way to view reoccurring issues. The integration with MS Teams allows users and IT to quickly submit and resolve helpdesk tickets.
    Read full review

    Microsoft

    Windows Autopilot makes provisioning user Windows PC laptops a breeze. A user only needs to turn on the laptop, join it to their local WiFi, login with their O365 account then sit back and let Windows Autopilot handle the app installations required for work, configure the laptop settings to meet my organization requirements. I have seen this all completed in less than 30 minutes depending on how fast the internet connection is. Where Microsoft Intune needs to improve I think is the part where it can push out software updates to 3rd party apps. Right now I have to use Automox to fill in this gap.
    Read full review

    Pros

    Freshworks Inc

    • Helpdesk Ticketing system for escalation and distributing among technicians.
    • Service requests for ordering processes and employee onboarding and termination.
    • Project Management is a useful tool for our IT department to track internal projects.
    • The reporting is very helpful reporting various metrics to leadership.
    Read full review

    Microsoft

    • [Microsoft Endpoint Manager (Microsoft Intune + SCCM)] helps to speed up the deployment of patches/software throughout our environment. I can easily build a package and then deploy across all endpoints.
    • The ability to supercede software is also quite handy. This automates the removal of old versions and replacing them with newer versions.
    • The Intune Autopilot option is very useful if you want to deploy software to devices straight out of the box. You can configure them to download software when a user opens a new PC and turns it on for the first time.
    Read full review

    Cons

    Freshworks Inc

    • Coding of tickets to meta data could be made quicker by easier display of tickets
    • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
    • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.
    Read full review

    Microsoft

    • The program itself can be challenging to use, especially if there hasn't been any formal training on the use of the product. Either training/reviewing documentation is recommended prior to using SCCM.
    • At times, it can be difficult to try and find out why a certain machine that's listed in SCCM says that the endpoint has the SCCM client and shows as Active, but in fact, it's not. It's also difficult at times to try and figure out why the client can't be pushed down to the endpoint.
    • Even though the remote assistance features in SCCM are really good, it can be challenging at times when the remote options don't work for a particular endpoint, even though the machine is active, online, etc.
    Read full review

    Pricing Details

    Freshservice

    Starting Price

    $19 Per Month Per User

    Editions & Modules

    Freshservice editions and modules pricing
    EditionModules
    Starter$19.001
    Growth$49.002
    Pro$89.003
    Enterprise$1094

    Footnotes

    1. Per Month Per User
    2. Per Month Per User
    3. Per Month Per User
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Starting Price

    $5 per user/per month

    Editions & Modules

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) editions and modules pricing
    EditionModules
    Microsoft 365 For Families9.991
    Microsoft 365 For Individuals6.992
    Microsoft 365 Business Basic53
    Microsoft 365 Business Standard12.504
    Microsoft 365 Business Premium155
    Microsoft 365 Apps8.256

    Footnotes

    1. per month
    2. per month
    3. per user/per month
    4. per user/per month
    5. per user/per month
    6. per user/per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Read full review

    Microsoft

    Mascom Wireless is a Microsoft shop and SCCM has proved to be helpful in keeping our Microsoft products up to date every month without fail. We also have a Microsoft Enterprise Agreement which we renewed for three years ending 2022. The remote access utility works wonders for the organisation and have saved travel bills including subsistance allowance. We have been able to fulfill security audits both internal and external. We have been able to keep a robust inventory of our computer assets and nothing falls of the cracks
    Read full review

    Usability

    Freshworks Inc

    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.
    Read full review

    Microsoft

    The console is not intuitive and does not work well often. Due to the complexity of the product, documentation can be confusing. When properly configured, routine tasks like OS deployment, remote control, and software deployment are easy to do. Troubleshooting of System Center Configuration Manager issues is hard, as there are various logs, and their content can be hard to understand.
    Read full review

    Performance

    Freshworks Inc

    No answers on this topic

    Microsoft

    It's a 'heavy' system, which demands a lot of resources form the datacenter perspective. So, make sure you followed the requirements to avoid frustration in the future. From the 'client' perspective, it's fine. I've never had any issue with that.
    Read full review

    Support Rating

    Freshworks Inc

    Most of the time Freshservice support is super efficient, but once in a while when first level support can't help fixing an issue, the amount of information that we have to provide to level 2 (and up) support to get help can get frustrating. Each time we give access to their agent on our instance, but still sometimes they ask so many questions instead of going in and fixing the issue.
    Read full review

    Microsoft

    Being a Microsoft product, support was good. Out interaction was limited to our in-house IT team which was installing the Intune app in our mobile device. The installation was smooth and we haven't faced any difficulties with the app while using it. Provides a smooth and secure access to all Office 365 apps in mobile while separating the personal and professional data.
    Read full review

    Implementation Rating

    Freshworks Inc

    think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
    Read full review

    Microsoft

    Work with a "test group" of users who you have a good relationship with so that when things don't work properly they understand! Work with your partner nicely without forcing things especially timelines as you are bound to make mistakes and create oversights in the project Management can also interfere with the implementation (which can cause delays) if you make too many mistakes which takes me back to having a "test group" where you have good relations
    Read full review

    Alternatives Considered

    Freshworks Inc

    There were many good reviews about the product, and I must say Freshservice stood truly on those reviews. Freshservice offers a more modern and intelligent User interface as compared to other solutions available in the market, giving it a positive edge. Also, Freshservice is very user-friendly and very easy to use.
    Read full review

    Microsoft

    We did not evaluate or use other products like Microsoft Endpoint Manager (Microsoft Intune + SCCM). The main reason we did not evaluate or use other products is because Microsoft Endpoint Manager (Microsoft Intune + SCCM) integrates seamlessly with Microsoft 365 and Windows PCs. Expenses would have increased as well if we had purchased another similar product.
    Read full review

    Return on Investment

    Freshworks Inc

    • 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.
    Read full review

    Microsoft

    • In our current environment, this System Center Configuration Manager had replaced several standalone solutions for patching, imaging, remote assistance, reporting, etc. That saved a lot of time and resulted in money to manage the IT infrastructure.
    • Once SCCM is deployed and fully configured, all agents are deployed and it is easy to automate a lot of processes and just control them from time to time to make sure that everything is working as supposed to be.
    • SCCM + Windows 10: great built-in endpoint protection solution. As a result, there is no need to buy additional software for that purpose.
    • The imaging process is better compared to WDS because you can modify deployment packages and apply patches to a newly imaged machine. This saves tons of time for new employees deployment.
    Read full review

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