Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
SymphonyAI IT Service Management
Score 9.3 out of 10
N/A
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.
N/A
Pricing
Freshservice
SymphonyAI IT Service Management
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
No answers on this topic
Offerings
Pricing Offerings
Freshservice
SymphonyAI IT Service Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Discount available for annual billing.
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More Pricing Information
Community Pulse
Freshservice
SymphonyAI IT Service Management
Features
Freshservice
SymphonyAI IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
Ratings
1% above category average
SymphonyAI IT Service Management
8.8
Ratings
8% above category average
Organize and prioritize service tickets
9.10 Ratings
8.60 Ratings
Expert directory
8.30 Ratings
8.80 Ratings
Service restoration
8.40 Ratings
8.60 Ratings
Self-service tools
8.10 Ratings
8.20 Ratings
Subscription-based notifications
7.90 Ratings
7.90 Ratings
ITSM collaboration and documentation
7.60 Ratings
9.60 Ratings
ITSM reports and dashboards
8.10 Ratings
9.90 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.7
Ratings
6% below category average
SymphonyAI IT Service Management
9.0
Ratings
9% above category average
Configuration mangement
7.40 Ratings
8.30 Ratings
Asset management dashboard
7.50 Ratings
8.90 Ratings
Policy and contract enforcement
8.20 Ratings
9.80 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.
If the organization has a plan for the HelpDesk team and has active complaints, then this tool is suitable for Help Desk management. If you have many assets (more than 500), then managing those assets is a good business use case. If you have infrastructure on-premises and manage all of it, then you would need Change management.
Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
Service Catalog - Configuration of Catalogs and approvals flow in the SymphonyAI IT Service Management, which helps an organization for maintaining a structured way of organizing and completing the requests with a good manner
Publishing of knowledge records - Which helps in avoiding the creation of incidents by referring the Knowledge records
Publishing of Problem records - Which is created by analyst after analyzing the repeated issue, so that user can avoid creating the repeated issue like incidents
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
The overall satisfaction is great and it offers great features. By expanding to using AI feature of Symphony Summit, we look forward to automate even ticket tracking and ticket resolution. The support provided by the symphony SummitAI team is also robust compared to industry standards and the team also conducts regular reviews to find out any dissatisfaction from the clients.
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
Freshservice is ahead in some areas, behind in others. For example, workspaces have been part of other products for many years. Freshworks just introduced it in 2023. Integration with productivity tools is better than past products we have used. Apps continue to be added as well. We selected Freshservice as it was the best mix of functionality and cost. We don't need solutions as robust as ServiceNow, for example, but found that Freshservice had some comparable advanced features.
365 Audits is used for handling Audit things which help us to provide monthly logs to auditor to track the changes and verify the things. If anything goes non-compliance, then they track with this tool and helps the organization to stop this activities and improve daily things to stop non-compliance things.
Alleviate our support team by providing knowledge directly to the end users.
Better response times from our IT support team, thanks to automation and dashboard use.
Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.
