EasyVista vs. Freshservice

Brenda Gratas March 17, 2021
- 18 min read

Are you faced with the pivotal decision of selecting the right IT Service Management (ITSM) solution: EasyVista vs. Freshservice? The choice of your service desk software can be the linchpin in achieving efficient service delivery and optimizing operational processes.

In this blog post, we’ll embark on an in-depth ITSM tool comparison of these two major contenders. 

However, if you find that neither of these platforms perfectly aligns with the unique requirements of your organization, we'll also unveil an alternative solution that could be the perfect match – InvGate Service Desk



Table of contents



  • EasyVista's user-friendly interface and robust workflow editor stand out, but criticisms arise about inconsistent vendor support and the platform's complexity leading to time-consuming actions.
  • Freshservice excels in ticketing, customer support, knowledge base, automation, and mobile app, but concerns exist about stability, reporting, pricing, customization, integration, and search.
  • In contrast, InvGate Service Desk stands out for its robust ticketing system, user adaptability, streamlined operations, no-code/low-code options.


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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When evaluating IT Service Management solutions, prospective buyers typically focus on specific features that meet their organization's needs. These desired functionalities play a crucial role in helping them make well-informed decisions. 

Let's delve into the key factors that potential buyers usually consider when comparing ITSM tools.

  1. Customization and flexibility - Buyers appreciate software solutions that offer customization options, enabling them to tailor the platform to their unique business needs. This flexibility ensures the software aligns with their specific workflows and processes, enhancing user satisfaction and overall effectiveness.

  2. User-friendly experience and interface - Prospective buyers take into account how user-friendly and intuitive the platform's interface is, as it significantly impacts user adoption and productivity. This is especially important for organizations with remote or mobile workforces who value mobile accessibility.

  3. Ticket Management System - Having a comprehensive Ticket Management System within the help desk software is of great importance to buyers. This feature facilitates effective tracking, assignment, and resolution of customer inquiries and support requests.

  4. Scalability - Organizations in growth mode or with evolving needs prioritize solutions that can easily adapt to their expansion and offer customization options. This adaptability includes the ability to create custom fields, workflows, and extensions/plugins, allowing organizations to align the solution with their unique business requirements.

  5. Pricing and support - Buyers assess the solution's cost-effectiveness, considering factors like licensing models, subscription plans, and additional costs related to features or users. The availability of customer support, documentation, and training resources also heavily influences their decision-making process.

  6. Support automation and Workflow Management - Buyers actively seek software solutions with automation capabilities to streamline routine tasks like ticket routing, approvals, and escalations. These automation features enhance efficiency and productivity.

  7. Self-service portal and knowledge base - The inclusion of a self-service portal is highly valued, as it empowers end-users to independently resolve common issues and access relevant information without requiring direct assistance.

  8. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, ensuring smooth data flow and process automation. Integrating with existing tools and platforms is highly valued for improved efficiency and a cohesive user experience.

  9. Streamlined IT service catalog - Organizations often require a service catalog that allows users to request specific IT services or resources. This feature simplifies service requests, provides visibility into available services, and supports effective service delivery management.

  10. Efficient Asset Management - Users prioritize software that offers robust IT Asset Management capabilities to help them maintain accurate inventories and optimize resource utilization within their organizations.

  11. Comprehensive reporting - Buyers look for help desk software with robust reporting tools, including dashboards and reports, to gain valuable insights into their IT operations and performance. This data-driven approach supports informed decision-making and continuous service improvement.

  12. ITIL compliance - Many organizations adhere to ITIL best practices for IT Service Management. Buyers may prefer solutions supporting ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management, as these align with organizational standards.


What is EasyVista?

Example of EasyVista's interface.

EasyVista is a cloud-based tool designed to simplify and improve IT Service Management operations. It incorporates 11 ITIL PinkVerified processes, which help organizations operate more efficiently and consistently.

Previously known as Staff & Line Group, EasyVista is a privately owned company that has been a prominent player in the ITSM field since its inception in 1988. The fact that the platform was acknowledged in the 2022 Gartner Magic Quadrant™ for ITSM Tools underscores its importance and reputation in the ITSM industry.

What users like from EasyVista

EasyVista has garnered positive user reviews from industry sources, notably Gartner. To gain a deeper insight into the platform's capabilities, let's examine some key strengths emphasized in these evaluations.

  • Efficiency - One of EasyVista's standout characteristics is its ability to enhance work efficiency. It provides support for agility services and consistently delivers high-quality results. These efficiency-focused features contribute to overall productivity and performance improvements.
  • Configuration and customization - EasyVista's codeless configuration simplifies the customization process. Users find that the platform's provision of groups, roles, and domains streamlines ticket assignment, resulting in increased operational efficiency. Regular updates, driven by customer feedback, ensure the platform remains up-to-date and responsive to evolving needs.
  • User-friendly interface - EasyVista has a user-friendly interface designed to cater to a broad audience, including customers, IT staff, and administrators. Its incorporation of all ITIL modules further enhances its value. Users have noted that EasyVista contributes to smoother service processes and improved service quality, making it a solution that prioritizes the user experience.
  • ITSM features - EasyVista offers a comprehensive range of IT Service Management features, including robust service catalog management. Users highlight the platform's high level of flexibility, particularly in automating business processes. It excels in promoting centralization, traceability, and visibility of actions, ultimately enhancing the overall ITSM capabilities of organizations.
  • Workflow editor - EasyVista's standout feature is its workflow editor, which effectively translates documented processes into actionable steps. Users appreciate the low-code options and extensive customization capabilities it offers, making it a versatile tool for tailoring workflows to specific requirements.

What users don’t like from EasyVista

While EasyVista has several strengths and positive qualities, there have been user-generated concerns and criticisms regarding specific aspects of the platform. These insights are derived from evaluations conducted by sources like Gartner. Here are some of the issues that have garnered attention:

  • Usability and interface - Some users have reported that EasyVista requires an excessive number of clicks to perform common tasks, resulting in time-consuming operations. The platform has faced criticism for lacking intuitiveness, making it difficult to locate certain features. Users have observed that the out-of-the-box back office is complex and often requires customization to streamline the interface.
  • Complexity - Users have discovered that fully utilizing EasyVista's features demands a clear vision and a thorough understanding of the platform, which can be a barrier for some users. The application builder is viewed as less user-friendly, particularly for administrators who may find it challenging to navigate and utilize effectively.
  • Integration and modern technologies - EasyVista has faced criticism for its perceived lack of modern technologies and its failure to meet expectations regarding its Software as a Service (SaaS) version and integration capabilities with other tools. Users often seek more advanced integration alternatives and a smoother experience when working with external tools.
  • Functionality and customization - Users have noted that it takes time to fully configure all functionalities as desired within EasyVista. Additionally, they have expressed frustration with the limited customization options for screen elements, which restrict their ability to tailor the platform to their needs. Furthermore, users have reported issues with slowness, particularly when dealing with a large number of users.
  • Support and documentation - Users have voiced concerns about inconsistent vendor support, considering it a notable drawback. Additionally, they have found vendor documentation to be insufficient and outdated, which can hinder the effective utilization of the platform. Furthermore, applying updates can be challenging due to inadequate vendor quality assurance and quality control (QA/QC) processes.

What’s EasyVista’s argument over Freshservice?

When comparing EasyVista to Freshservice, several key strengths set EasyVista apart, making it a compelling choice for organizations seeking efficient and highly customizable IT Service Management solutions.

  1. Efficiency - EasyVista excels in enhancing work efficiency, offering robust support for agility services, and consistently delivering high-quality results. Its efficiency-focused features contribute significantly to overall productivity and performance improvements, ensuring that organizations can streamline their operations effectively.

  2. Configuration and customization - EasyVista simplifies the customization process with its codeless configuration approach. Furthermore, EasyVista's commitment to regular updates, driven by customer feedback, ensures that the platform remains up-to-date and responsive to evolving organizational needs.

  3. User-friendly interface - EasyVista prioritizes user experience with its user-friendly interface. The incorporation of all ITIL modules enhances the platform's value. 

  4. ITSM features - EasyVista offers a comprehensive suite of IT Service Management features. Users highlight the platform's exceptional flexibility, particularly in automating complex business processes. EasyVista excels in promoting centralization, traceability, and visibility of actions, ultimately enhancing an organization's overall ITSM capabilities.

  5. Workflow editor - One of EasyVista's standout features is its workflow editor, a powerful tool that effectively translates documented processes into actionable steps. 


What is Freshservice?


Freshservice is a cloud-based IT Service Management solution designed to meet the needs of both small to medium-sized businesses and larger enterprises. It provides organizations with the necessary tools to effectively handle IT assets, resolve incidents and service requests, automate various workflows, and maintain a robust knowledge base.

Known for its user-friendly interface and a commendable Gartner rating of 4.5 out of 5, Freshservice stands as a dependable choice for organizations aiming to optimize their IT operations and provide exceptional employee service.

Freshworks, the company responsible for developing Freshservice, was founded in 2010 and is headquartered in San Mateo, California, USA.

What users like from Freshservice

Reviews conducted by sources such as Gartner and G2 have shed light on the positive aspects of Freshservice, which have been lauded by its customer base. Here are some of the advantages that have been emphasized.

  • User-friendly interface - Freshservice earns praise for its easy-to-use interface, greatly simplifying navigation and enhancing productivity through its intuitive design.
  • Ticketing system - The platform's ticketing system receives accolades for its effectiveness in managing tickets, tracking their progress, and facilitating collaboration among users. This ensures swift resolution of customer inquiries and issues.
  • Automation and Workflow Management - Users commend Freshservice for its automation capabilities, which streamline processes and enhance efficiency through the implementation of workflows, automated responses, and escalation procedures.
  • Knowledge base - The knowledge base feature is highly regarded for empowering customers to access self-help resources, reducing the need for repetitive support requests and promoting user autonomy.
  • Mobile app - Freshservice's mobile app is appreciated for its convenience in accessing and managing tickets while on the move. It offers a user experience similar to the web version and facilitates efficient remote support operations.
  • Customer support - Users express their satisfaction with the responsive and knowledgeable customer support provided by Freshworks. The support teams are known for promptly addressing concerns and providing helpful assistance.

What users don’t like from Freshservice

Although Freshservice has numerous strengths and positive attributes, customers have raised concerns and expressed their dislikes regarding specific aspects of the platform. After analyzing feedback from sources like Gartner and G2, here are some of the criticisms that have surfaced.

  • A steep learning curve for advanced features - Despite finding the basic features user-friendly, some users have encountered difficulties when trying to navigate and utilize the platform's advanced features, leading to a learning curve that may deter efficient utilization.
  • Integration challenges - Users have reported difficulties when attempting to integrate Freshservice with third-party tools or systems, indicating challenges in achieving seamless interoperability.
  • Limited customization - Some users feel that Freshservice falls short in terms of customization options, particularly in ticketing workflows and interface personalization. They desire greater flexibility to customize the platform to align with their specific needs.
  • Platform stability - Several users have encountered stability issues, including occasional system glitches, slow performance, and downtime. These issues can disrupt workflow and have a negative impact on overall productivity.
  • Limited reporting and analytics - Several users have noted that Freshservice's reporting capabilities leave room for improvement, offering only limited options. They are eager for more advanced reporting features that would enable them to analyze and visualize data more effectively.
  • Pricing structure - Pricing concerns have been expressed by some users who find Freshservice relatively expensive, especially when additional features or Agent licenses are required. They seek more transparent pricing and greater flexibility in pricing options.
  • Search functionality - Some users have experienced challenges with Freshservice's search functionality, making it difficult to locate specific information or tickets. This has led to inefficiencies and frustrations in their operations.

What’s Freshservice’s argument over EasyVista?

When comparing Freshservice to EasyVista, several standout strengths set Freshservice apart, making it a compelling choice for organizations seeking a user-centric approach to IT Service Management.

  1. User-friendly interface - Freshservice consistently garners praise for its easy-to-use interface, simplifying navigation and greatly enhancing productivity through its intuitive design. 

  2. Ticketing system - Freshservice's ticketing system is recognized for its exceptional effectiveness in managing tickets, tracking their progress, and promoting collaboration among users.

  3. Automation and Workflow Management - Users commend Freshservice for its robust automation capabilities, which streamline processes and significantly improve efficiency.

  4. Knowledge base - The platform's knowledge base feature is highly regarded for empowering customers to access self-help resources. This reduces the reliance on support teams for repetitive requests and promotes user autonomy.

  5. Mobile app - Freshservice's mobile app receives appreciation for its convenience in accessing and managing tickets while on the move. 

  6. Customer support - Users consistently express satisfaction with the responsive and knowledgeable customer support provided by Freshworks, the company behind Freshservice. 


Considering InvGate Service Desk as an ITSM solution alternative

While EasyVista and Freshservice are well-known rivals in the ITSM sector, exploring alternative solutions that can better suit your organization's specific needs is essential. In this context, consider carefully examining InvGate Service Desk. 

Let's delve into the beneficial features of InvGate Service Desk that make it a valuable choice for fulfilling your organization's ITSM requirements.

Exceptional user experience

InvGate Service Desk places a strong emphasis on delivering an outstanding user experience through careful design and adherence to UI/UX best practices. Its intuitive interface promotes rapid adoption, reducing the need for extensive training and enabling users to be productive.


Streamlined configuration and setup

InvGate Service Desk offers a simplified configuration and setup process, employing a no-code/low-code approach. This approach allows both inexperienced and experienced users to implement the system without requiring extensive technical expertise. The platform expedites setup by providing straightforward configuration options, enabling organizations to leverage its robust ITSM capabilities quickly.

Customization and flexibility

InvGate Service Desk provides flexible deployment options, offering organizations the choice between on-premise or cloud-based solutions. This flexibility ensures that the platform can adapt to the specific requirements of various sectors and industries.

Efficient Ticketing and Incident Management

InvGate Service Desk excels in providing robust capabilities for managing tickets and incidents. It empowers IT teams to efficiently track, collaborate on, and resolve incidents, facilitating effective prioritization. With features such as automated ticket routing, customizable workflows, and SLA Management, InvGate Service Desk significantly enhances the efficiency of incident resolution processes.

Example of the Ticket Management view on InvGate Service Desk.

Comprehensive Asset Management

When integrated with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers various features, including IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.




ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification, demonstrating its commitment to upholding ITSM excellence. Whether organizations are beginning their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.

Comprehensive reporting and analytics

InvGate Service Desk offers comprehensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform provides ready-to-use reports and customizable dashboards, allowing IT teams to analyze data, identify patterns, and make informed decisions to improve their services.

dashboards-customizables-en-invgate-service desk

Powerful self-service functions

InvGate Service Desk incorporates robust self-service functionalities, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These capabilities empower end-users to independently resolve common issues, access a wide range of IT services, and utilize self-help resources, reducing the workload on IT staff.


Cost-effective solution

InvGate Service Desk delivers a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an attractive choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like EasyVista and Freshservice, InvGate Service Desk strikes a balance between cost and functionality.

ITSM excellence with ESM capabilities

InvGate Service Desk, originally designed for ITSM, seamlessly extends its capabilities to Enterprise Service Management (ESM). This empowers operational departments to enhance their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Fast ROI and continuous innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can start realizing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In discovering the perfect IT Service Management solution, the decision between EasyVista vs. Freshservice can make or break your organization's IT efficiency and service excellence. When comparing these two prominent platforms, both offer valuable features and capabilities.

However, in this competitive landscape, one option stands out: InvGate Service Desk. With its unparalleled efficiency, customization options, and user-centric approach, InvGate Service Desk emerges as the top choice for organizations looking to elevate their IT operations and fully embrace the advantages of digital transformation.

Explore our live demo to witness the transformational power of InvGate Service Desk firsthand.

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