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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

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."
"With Freshservice in place, we have reversed the trend of creating tickets."
"Freshservice is very user-friendly and easy to customize."
"There is a nice user interface."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."
"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."
"The solution has a great filtering feature."
 

Cons

"Their analytics need improvement."
"The chat portal is not that great."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."
"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."
"A chat bot needs to be added to the portal."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"I experienced some delay in response time for non-function critical queries."
"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

"Our licensing fee for Freshservice is $2,500 a year."
"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."
"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."
"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"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
18%
Manufacturing Company
10%
Financial Services Firm
9%
Real Estate/Law Firm
9%
 

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.
858,038 professionals have used our research since 2012.