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Freshservice vs Samanage comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
8th
Ranking in IT Asset Management
6th
Ranking in IT Service Management (ITSM)
5th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (11th), Cloud Management (15th)
Samanage
Ranking in Help Desk Software
19th
Ranking in IT Asset Management
14th
Ranking in IT Service Management (ITSM)
18th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
License Management (10th)
 

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of Freshservice is 4.0%, up from 3.9% compared to the previous year. The mindshare of Samanage is 1.2%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Moldir Shynggys - PeerSpot reviewer
Great filtering feature and a good analytics dashboard
Samanage is our ticketing system and users email us with their issues which we're then able to prioritize. We are customers of Samanage The best feature of Samanage is filtering. It also allows us to create a solution for recurring issues. It's like having a stack overflow in the company. I like…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Ability to scan barcodes and a great search feature."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It's very handy and very easy to use."
"With Freshservice in place, we have reversed the trend of creating tickets."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We use the ticketing system primarily, which is very easy to use for all users."
"You can just register and within five to minute minutes, you are ready to go."
"Freshservice is very user-friendly and easy to customize."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
 

Cons

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice could improve the integration with Microsoft Outlook."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"The round robin ticketing feature that they have is not ideal."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Their analytics need improvement."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
 

Pricing and Cost Advice

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"The price of Freshservice could improve, it is expensive."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"We're basically paying about $100 USD per agent per month."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."
"It is expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Educational Organization
8%
Financial Services Firm
7%
Manufacturing Company
6%
Construction Company
17%
Manufacturing Company
10%
Real Estate/Law Firm
8%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
What do you like most about Samanage?
The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.
What needs improvement with Samanage?
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate o...
What is your primary use case for Samanage?
I use it for incident recording based on your inventory.
 

Comparisons

 

Also Known As

Flint
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Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about Freshservice vs. Samanage and other solutions. Updated: May 2025.
856,278 professionals have used our research since 2012.