Compare Freshservice and IBM Apptio 
- Users report that Freshservice excels in its "Ticketing System" with a score of 9.5, highlighting its intuitive interface and efficient ticket routing capabilities. In contrast, IBM Apptio's ticketing features, while functional, received a lower score of 8.3, indicating room for improvement in user experience.
- Reviewers mention that Freshservice's "Ease of Use" is a standout feature, scoring 9.2, which many users attribute to its user-friendly design and straightforward navigation. Conversely, IBM Apptio's ease of use is rated at 8.2, with some users expressing challenges in navigating its more complex interface.
- G2 users highlight Freshservice's "Knowledge Base" integration with a score of 8.6, noting that it provides a seamless self-service experience. In comparison, IBM Apptio's knowledge base integration scored lower at 7.0, with users mentioning that it lacks depth and accessibility.
- Users on G2 report that Freshservice's "Incident Management" features, particularly "Automate Ticket Routing" and "Ticket Notifications," are highly effective, scoring 9.1 and 9.0 respectively. IBM Apptio, however, received lower scores of 8.3 and 8.0, with reviewers indicating that its incident management could benefit from more automation and timely alerts.
- Reviewers say that Freshservice's "Quality of Support" is a strong point, rated at 9.0, with many praising the responsiveness and helpfulness of the support team. In contrast, IBM Apptio's support quality, rated at 8.4, has received mixed reviews, with some users noting slower response times.
- Users report that Freshservice's "Generative AI" capabilities, particularly in "AI Text Generation," scored 8.0, which enhances user experience by providing automated responses. IBM Apptio's generative AI features, while present, scored lower at 8.3, with users mentioning that they are not as robust or user-friendly as those in Freshservice.
- Incident Management
- Knowledge Base
- Self Service Portal
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Apptio provides a complete business processing utility with minimal action items that require an employee's overview. It helps accomplish our distinct organizational goals, such as delivering the end product to our customers or bringing up new roadmaps and...
Reference data of IT Planning could be more automated, assistance in IT Planning to Cost Transparency synergy could be improved, contracts tab could align to BPOs and contractual increases better.
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Apptio provides a complete business processing utility with minimal action items that require an employee's overview. It helps accomplish our distinct organizational goals, such as delivering the end product to our customers or bringing up new roadmaps and...
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Reference data of IT Planning could be more automated, assistance in IT Planning to Cost Transparency synergy could be improved, contracts tab could align to BPOs and contractual increases better.
