Freshservice vs. Mojo Helpdesk vs. Raiseaticket

Freshservice is well suited for tracking issues and customer tickets. I enjoy being able to narrow down the tags so I can see trends. My biggest issue with Freshservice is using it to look up customers and tickets. Even if I know a ticket is linked to a specific customer, the system often doesn't pull it up. It's almost too specific with what you need to search. Unless you have the exact wording, etc., it won't pull what you're looking for. Using it as a customer directory isn't really helpful with this setup right now.

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For a small business it is a very good value.

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Raiseticket is the best tool to implement a support system for your business whether it is a small or medium business. If you have limited agents to manage the support team then it will help you to improve your support quality with timely resolution. It will analyse the ticket category and give the team keywords to close the ticket successfully with proper resolution. As it is a web-based tool, you can access this from any device from anywhere. During COVID-19 it helped our team to support our users from remote locations easily. You can also implement these on-site premises which are cheaper than others. But when it comes to modern technology, it is not providing email templates and you have to customize on your own which is a little difficult and time taking. While downloading monthly reports or customized reports it gives errors multiple times. Although we haven't faced any server down with this tool it is a little slow.

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• A robust support portal that's easily configured by a power user, but also supports developer level customization.
• The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
• Dozens of integrations out of the box, including most all mainstream business software.

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• User friendly- easy to setup and get running.
• Built in reports to improve and measure customer satisfaction.
• Always adding new features to enhance the product for the user.
• Support organization responds quickly to issues and questions.

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• Unique user support request can be categorized within SLAs
• Templates are unique and integration is smooth.
• reporting and ticket tracking is also good.

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• auditing. Maybe it's the license we have, but auditing agent activity is very difficult or non-existent. Sometimes an admin will make changes, and we have no idea who made them.
• As great as the workflows and ticket automation are, they seem to break for unknown reasons, which requires a lot of manual overrides. This may be due to newly added features that are forcefully integrated.
• Better ticket analytics. Managers don't seem to have much insight into what we do beyond tickets resolved.

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• The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
• Text box section on the rating to have the option to tell why a low rating was given.

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• Pre-set templates could use a bit of a revamp, but nothing major.

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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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.

Excellent. Every time I spoke to someone from the team they were very helpful. Last meeting we had they went over some features we were not using and explained how we could get the most out of our contract with them. Not many companies have this level of (actual human) support. The push to AI is nice but talking to actual experts is a lot nicer and to the point.

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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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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.

Freshservice is on par with ManageEngine SD Plus in terms of: 1. No/Low code configuration, 2. ITSM module certification 3. SLA 4. CMDB etc. However, the level of support that ManageEngine offers with its post-sales engineer is better than that of Freshservice. While using ServiceNow, they lack many features, as ServiceNow is enriched with numerous modules and an app engine, allowing for customization without OEM assistance.

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Price and customer service.

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Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.

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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+.

We did not have professional services.

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• Alleviate our support team by providing knowledge directly to the end users.
• Better response times from our IT support team, thanks to automation and dashboard use.
• Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

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• Our company’s improved customer support response times and expert service has helped us make money.

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• It saved a lot of time.
• Increase in productivity of the support staff
• Resolving the common queries are around 30 % quicker

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