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Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
All company sizes: Small, Mid Size and Large (Enterprise) companies, MSP and Consultants.
It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
So many of those requests can and have gotten lost in email in the past, but no more.
The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German.
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
All the problems are resolve quickly and worry to follow-up om email.
Excellent asset tracking with details on almost everything about a device. It can be very useful for finding devices physically as it reports which port a device is plugged into (using snmp).
There is no way to see what deployments you have running, and there is no way to cancel them once you kick one off.
Has become a great tool that I use regularly. Was recommended to me, and I recommend it to others.
Installer logic is very limited with no access to WMI for creating conditions. Deployment packages do not survive reboot (ie multi reboots in a single installation package).
I cannot imagine doing my job as a systems administrator without this tool. It makes automating so many processes super easy, and is easy to customize with a great user base.
The biggest pet peeve that I have with Lansweeper is that it only hold onto the record of the device for 30 days after it goes offline.
I'm very happy with Lansweeper and we are going to implement the help desk software in the near future to replace our current ticketing system. It's a more robust system than other similar programs.
Not much but the menus can sometimes be too close as they pull down when you hover over them and that can be a little annoying.
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.
Freshservice
Lansweeper
Top FeaturesLansweeper
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