What users are saying about
10 Ratings
Top Rated
87 Ratings
10 Ratings
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Score 7.4 out of 100
Top Rated
87 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    Absolute

    Feature Set Not Supported
    N/A
    7.8

    Freshservice

    78%
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.0
    90%
    48 Ratings

    Expert directory

    N/A
    0 Ratings
    6.5
    65%
    38 Ratings

    Service restoration

    N/A
    0 Ratings
    7.4
    74%
    31 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.5
    85%
    46 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.9
    79%
    38 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    42 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.6
    76%
    41 Ratings

    ITSM asset management

    Absolute

    Feature Set Not Supported
    N/A
    7.8

    Freshservice

    78%
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.6
    86%
    40 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    7.8
    78%
    42 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.9
    69%
    31 Ratings

    Change management

    Absolute

    Feature Set Not Supported
    N/A
    8.1

    Freshservice

    81%
    Freshservice ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.4
    84%
    39 Ratings

    Change calendar

    N/A
    0 Ratings
    7.5
    75%
    33 Ratings

    Service-level management

    N/A
    0 Ratings
    8.3
    83%
    39 Ratings

    Attribute Ratings

    • Absolute is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.5

    Absolute

    95%
    2 Ratings
    8.6

    Freshservice

    86%
    49 Ratings

    Likelihood to Renew

    Absolute

    N/A
    0 Ratings
    9.1

    Freshservice

    91%
    1 Rating

    Usability

    Absolute

    N/A
    0 Ratings
    8.8

    Freshservice

    88%
    6 Ratings

    Support Rating

    Absolute

    N/A
    0 Ratings
    10.0

    Freshservice

    100%
    15 Ratings

    Implementation Rating

    Absolute

    N/A
    0 Ratings
    8.2

    Freshservice

    82%
    1 Rating

    Likelihood to Recommend

    Absolute

    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.
    Anonymous | TrustRadius Reviewer

    Freshservice

    If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
    Sean Muller | TrustRadius Reviewer

    Pros

    Absolute

    • 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.
    Stanley Dixon | TrustRadius Reviewer

    Freshservice

    • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
    • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
    • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
    • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
    John Cilla | TrustRadius Reviewer

    Cons

    Absolute

    • 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.
    Anonymous | TrustRadius Reviewer

    Freshservice

    • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
    • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
    Rob Buurman | TrustRadius Reviewer

    Pricing Details

    Absolute

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    Absolute Editions & Modules

    Additional Pricing Details

    Freshservice

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $19 Per Month Per User

    Freshservice Editions & Modules

    Edition
    Starter$19.001
    Growth$49.001
    Pro$89.001
    1. Per Month Per User
    Additional Pricing Details

    Likelihood to Renew

    Absolute

    No score
    No answers yet
    No answers on this topic

    Freshservice

    Freshservice 9.1
    Based on 1 answer
    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Anonymous | TrustRadius Reviewer

    Usability

    Absolute

    No score
    No answers yet
    No answers on this topic

    Freshservice

    Freshservice 8.8
    Based on 6 answers
    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.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    Freshservice

    Freshservice 10.0
    Based on 15 answers
    The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    Freshservice

    Freshservice 8.2
    Based on 1 answer
    Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Absolute

    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.
    Anonymous | TrustRadius Reviewer

    Freshservice

    We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
    Mark Kosier | TrustRadius Reviewer

    Return on Investment

    Absolute

    • 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.
    Stanley Dixon | TrustRadius Reviewer

    Freshservice

    • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
    • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
    • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
    Rick Murphy | TrustRadius Reviewer

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