Likelihood to Recommend I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information or devices that contain proprietary information, critical business information or other information that needs to be securely protected. It can also be used to track a device (individual) as well if that is your goal. We use it as an extra precaution to track our mental health clinicians that do home visits. It allows us to keep track of their whereabouts, in case an issue arises at a client's home. We are able to send someone out to check or assist, alert emergency services or send law enforcement if a situation should arise.
Read full review Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Read full review Pros I tracked a stolen computer all the way to Africa from USA and disabled it. I set up geofences with alerts. As soon as a computer got a wifi connection outside of our fences it would email me its current location. Absolute's persistent technology was helpful. -Even when a pawn shop would attempt to "wipe" a device before getting it online, as soon as it got online it notified me of the OS re-installation and current location. We could call authorities and they could recover the device for us. And they were happy it made their job easier and deterred the pawn shop from reselling stolen devices. Read full review Workflow automation Knowledge base articles for users and agents easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information it works with email address very simple to create different department and queues Read full review Cons I do not know where I would consider this product to be deficient in functionality, difficult to use or any major changes that needed to be addressed. I wish the pricing of this product was a little lower, but I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information. Read full review Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools. Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors. Read full review Likelihood to Renew It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review Usability On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Read full review Support Rating I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
Read full review Implementation Rating think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
Read full review Alternatives Considered I have only used Absolute Data and Device Security (DDS). It was recommended by my Dell sales rep. After reviewing the product info, and loading a demo, it became clear that this is what was needed to add to our existing security to protect us from information loss due to a data breach on our portable devices. I presented this solution to the appropriate departments, and they agreed that this was something well worth the investment.
Read full review I've used
monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value.
NinjaOne 's ticketing is not built out so we only use it for its RMM features.
Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review Return on Investment Recovery of stolen assets. After recovering a few devices and students becoming aware of Absolute being deployed, it had a prevention effect deterring additional theft. It deterred pawn shops from accepting our stolen machines. Read full review Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period. The communication to the user has greatly increased due to the automated messages that Freshservice has built in. Read full review ScreenShots Absolute Visibility Screenshots