Freshservice vs. Motadata ServiceOps

Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.

Incentivized

Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.

• Workflow automation
• Knowledge base articles for users and agents
• easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
• it works with email address very simple to create different department and queues

Incentivized

• Balancing the workload
• Process automation
• Asset discovery
• Contract and SLA management
• Get Single Pane Glass View
• Root Cause Analysis with context
• Reduce outages and improve performance

• Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
• Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.

Incentivized

• Machine learning
• AI chat-bot
• Parch management
• Multi Language Support is missing

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

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.

Incentivized

Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.

I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.

Incentivized

The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.

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.

Incentivized

I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has

Incentivized

Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.

• Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
• The communication to the user has greatly increased due to the automated messages that Freshservice has built in.

Incentivized

• Increase the effectivness of IT staff
• Keeping IT assets under control
• 50% reduction in MTTR
• Enhanced network availability and uptime by 20%