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Freshservice vs MSP Manager Comparison

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Overview

Category Leaders

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

MSP Manager is web-based help desk and billing software to help you run your IT service business with maximum efficiency.

  • 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

Video & Screenshots

No videos yet

Pricing

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

458

5

4

3

2

1

279

152

19

7

1

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

4.0

9

5

4

3

2

1

3

5

0

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
83%
would recommend this app

Pros

I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.

Pros

Not enoughreviews yet

Cons

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features130
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Barcoding/RFID
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Feedback Management
  • For IT Project Management
  • Forms Management
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management
  • Real Time Monitoring
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features20
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Barcoding/RFID
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Feedback Management
  • For IT Project Management
  • Forms Management
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management
  • Real Time Monitoring
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations85
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations6
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshservice logo

Freshservice

We are an MSP looking for a fast simple easy to use Help Desk platform FreshService is it!!

Reviewed 5 years ago

We have migrated off our old systems of Sysaid to FreshService

Pros

Customised, understands how customers and IT service actually works, they understand the rebranding requirements, they importantly understand the MSP model and the many works service requests are raised.

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

A comprehensive ITIL standard service desk system

Reviewed 4 years ago
Pros

Everything is in one interface and easy to navigate around. The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

Cons

Once you get into the problem management and change control systems it does seem a little more complicated, and it seems that when solving a problem it wants you to create a KB for it, which isn't always appropriate - especially in MSP mutli-tenant environments where a problem may be customer specific.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshservice logo

Freshservice

Freshservice Review

Reviewed 2 years ago
Pros

The ease of tracking, assigning and reporting features.

Cons

There is no part-time Administrator license. Freshservice wants to charge full price for an IT Manager looking to go in and create reports, etc.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshservice logo

Freshservice

The cloud ticketing solution allows us to provide a quality service with added value to our customer

Reviewed 4 years ago

Reduction of customer waiting time, centralized management of the fleet, focus on the work to be carried out and not on the one lost to make it happen.

Pros

Management of the tickets integrated with the inventory of the devices. Excellent archive of solutions that allows users to get by in simpler operations, and technicians to view confidential solutions. If it could be integrated with automation solutions (timesheet.io/fattureincloud/teamviewer/etc.) It would be exceptional.

Cons

The passage between one page and the other is a bit cumbersome (the back button does not always help). Less rewarding ticketing solution than the FreshDESK version (Why then keep two solutions?). Designed for enterprise users. You need to "adapt" if you use it as MSP with Location, Department and Groups (There are no "companies"). For now there are not some features present in other service desks, but there are considerable room for improvement ...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

The software provides an easy way to manage tickets as well as agents handling the requests

Reviewed 5 years ago
Pros

It has features that make life easy for a Technical Team lead or project manager. It also comes with a convenient App since it is cloud based.

Cons

Adding and removing agents took me a while to figure . It took me a while what the role of spectators was since my environment had no such provision

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshservice logo

Freshservice

Great service desk software for a small IT team

Reviewed 4 years ago
Pros

We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

Cons

The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

Freshservice Review

Reviewed a year ago

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

ITSM Tool for PME and why not to giant Companys?

Reviewed 6 years ago

We implemented freshservice since 2015 and this tool is what we needed ! It took us just 2 months to have it Go Live for our 500 users in the head office and foreign offices. All is already implemented to have full ITIL processes and CMDB management inside. The plus that we are now thinking to implement is the budget and provider assessments. Claudio Anciaes IT Service Delivery Manager Engie E&P International

Pros

Fresh Itil view. Easy to handle and implement. Full of quick wins.

Cons

No cons were added to this review