IdeaScale vs Freshservice Comparison

Overview

IdeaScale is idea management software that empowers you to leverage your most valuable resource – passionate people – to...

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$4999.00/yr.year
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$19.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.6

(27)

5

4

3

2

1

19

6

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

5

4

3

2

1

230

117

13

7

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Consequently, you would think that I wouldn't be impressed by IdeaScale's offerings, but I was in for a very pleasant experience.
This tool is fantastic for fostering internal and external innovation. I think that the top down innovation model is outmoded and Ideascale is the best way to shatter it.
IdeaScale meets all my agency needs in fostering a culture of innovation. We enjoy the ease of use, features, and the wonderful customer service.

Pros

For a company or for freshers who are not familiar with ITIL process its a good way to address that. For the Price its one of the best products out there.
The ability to easily gather tickets, generate reports, and manage assets is wonderful.
It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends.

Cons

Another platform is hard to get users to embrace... the government buys a lot of them. They die ignoble deaths.
Understanding that some are hesitant to try “new things,” my team had to be diligent in our quest to use this platform for ideation.
No channel to submit/capture unsolicited ideas.

Cons

I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support.
  • Vendor responds to reviews
  • Last review20 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features4
  • @mentions
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Management
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Change Management
  • Chat
  • Client Portal
  • Collaboration Tools
  • Commenting
  • Configuration Management
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Filtered Views
  • Gamification
  • Guided Problem Solving
  • Help Desk Management
  • IT Asset Tracking
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Performance Reports
  • Pipeline Reports
  • Prioritizing
  • Problem Management
  • Product Catalog
  • Project Management
  • Project Time Tracking
  • Projections
  • Real Time Monitoring
  • Real Time Updates
  • Recurring Tasks
  • Reporting & Statistics
  • Request Assignment
  • Role Management
  • SLA Management
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Tracking
  • Third Party Integration
  • Widgets
  • Workflow Management
  • Total features80
  • @mentions
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Management
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Change Management
  • Chat
  • Client Portal
  • Collaboration Tools
  • Commenting
  • Configuration Management
  • Contract Management
  • Custom Fields
  • Custom Forms
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Portal
  • Employee Self Service
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Filtered Views
  • Gamification
  • Guided Problem Solving
  • Help Desk Management
  • IT Asset Tracking
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Performance Reports
  • Pipeline Reports
  • Prioritizing
  • Problem Management
  • Product Catalog
  • Project Management
  • Project Time Tracking
  • Projections
  • Real Time Monitoring
  • Real Time Updates
  • Recurring Tasks
  • Reporting & Statistics
  • Request Assignment
  • Role Management
  • SLA Management
  • SSL Security
  • Scheduled Reporting
  • Search Functionality
  • Self Service Portal
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Tracking
  • Third Party Integration
  • Widgets
  • Workflow Management

Integrations

  • Total integrations6
  • Box
  • Dropbox Business
  • G Suite
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations67
  • Box
  • Dropbox Business
  • G Suite
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

IdeaScale vs. Freshservice

See how IdeaScale and Freshservice stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.