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Alloy Navigator vs Freshservice: Which is a better fit?

Updated on December 1st, 2024
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What's your intended use case?
Summary
Key features rated by users
Features selected based on 4,316 reviews from Help Desk users.
% Fit
Not enough reviews
Feature ratings
Ticket Management
4.7
Prioritization
--
Real-Time Notifications
--
Reporting/Analytics
5.0
Alerts/Escalation
5.0
% Fit
Missing features
Feature ratings
Ticket Management
4.6
Prioritization
4.0
Real-Time Notifications
NA
Reporting/Analytics
4.2
Alerts/Escalation
4.3
User satisfaction
4.5
User reviews61
Ease of use
4.2
Functionality
4.5
Value for money
4.5
Customer support
4.6
4.5
User reviews590
Ease of use
4.5
Functionality
4.3
Value for money
4.4
Customer support
4.6
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

Small, medium and large companies of all industries looking for an all-encompassing solution accompanied by a powerful, process automation system, 3rd-party integration and a flexible API.

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
No video reviews yet
video-78d1229a-3e46-4293-7538-08d87f8b69ee
Brad T
Application Support Manager
4.0

Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice four out of five. So there is a couple of different software options I was looking for in my use case. So the biggest thing, I was looking for an ITSM tool with good CMDB capabilities. And so I looked at Zendesk, also at Freshdesk, that's by the same company that makes Freshservice. And landed on Freshservice because they had the CMDB component that I was looking for. So, there's two deciding factors that made me go with Freshservice for the use case that we had. One, it was ITIL-based. And so, it has incident management, change management, problem management, and release management, with good workflows built in. And of course, the CMDB to get a good inventory of our environment. The integration of rolling out for a service for our company was really easy, especially because it's a SaaS. It's just, you pick your domain name and it's ready to go out of the box. And with being able to integrate with active directory to do single sign-on through LDAP, made it even easier for our team to adopt. The best advice I could give anyone that's looking for an ITSM platform like Freshservice, is to evaluate the use cases and what you're solving for. So, if your workflows and processes are ITIL-based, which I would highly recommend anyone that's not using the ITIL structure. For a service that's out of the box, just ready to go, totally ITIL structured. And I highly recommend it. Especially if you're looking for a SaaS with little to no overhead on maintenance. So you don't have to have your own server to host it or anything. It's just pay per seat, per month and you're good to go.

How Capterra sources reviews
View all video reviews
User interface
108129 video thumbnail}
1 Video
132997 video thumbnail}
1 Video
108129
5 screenshots
132997
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Access Controls/Permissions
207
Important
Activity Dashboard
388
Important

Alloy Navigator

Top Features
24/30
  • Customer Database
  • Mobile App
  • Personalization
  • Real-Time Chat
  • Secure Data Storage
  • Social Media Integration
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • API
  • Automated Routing
  • Collaboration Tools
  • Customizable Branding
  • Customizable Fields
  • Data Import/Export
  • Email Templates
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Performance Metrics
  • Prioritization
  • Real-Time Notifications
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Surveys & Feedback
  • Third-Party Integrations
  • Ticket Management
  • Workflow Management
See All features
Hide Help Desk Software Features -

Freshservice

22/30
Show Help Desk Software Features +
Alloy Navigator
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Freshservice
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Alloy Navigator
  • By Alloy Software
  • Located in United States
  • Founded in 2002
Freshservice
  • By Freshworks
  • Located in United States
  • Founded in 2011
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