What users are saying about
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Top Rated
65 Ratings
8 Ratings
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Score 7 out of 100

Freshservice

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Top Rated
65 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

ManageEngine AssetExplorer

The purchase order module can be very useful if you put a process in place. It is miles ahead of using a spreadsheet or something simple to do purchase orders and track spending.It can be good to keep track of equipment and software you have in house. However it is imperative you have dedicated staff and processes in place to maximize the utility of the software else it can become a white elephant if not implemented properly as it is a complex piece of software that does many things.
Anonymous | TrustRadius Reviewer

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

ManageEngine AssetExplorer
6.1
Freshservice
Software and hardware inventory tracking
ManageEngine AssetExplorer
6.4
Freshservice
License management
ManageEngine AssetExplorer
7.3
Freshservice
Asset lifecycle monitoring
ManageEngine AssetExplorer
5.5
Freshservice
Contract management
ManageEngine AssetExplorer
7.1
Freshservice
Asset relationship management
ManageEngine AssetExplorer
4.3
Freshservice

Incident and problem management

ManageEngine AssetExplorer
Freshservice
9.0
Organize and prioritize service tickets
ManageEngine AssetExplorer
Freshservice
9.6
Expert directory
ManageEngine AssetExplorer
Freshservice
8.5
Service restoration
ManageEngine AssetExplorer
Freshservice
9.8
Self-service tools
ManageEngine AssetExplorer
Freshservice
9.4
Subscription-based notifications
ManageEngine AssetExplorer
Freshservice
9.1
ITSM collaboration and documentation
ManageEngine AssetExplorer
Freshservice
8.9
ITSM reports and dashboards
ManageEngine AssetExplorer
Freshservice
7.8

ITSM asset management

ManageEngine AssetExplorer
Freshservice
8.5
Configuration mangement
ManageEngine AssetExplorer
Freshservice
8.9
Asset management dashboard
ManageEngine AssetExplorer
Freshservice
8.3
Policy and contract enforcement
ManageEngine AssetExplorer
Freshservice
8.4

Change management

ManageEngine AssetExplorer
Freshservice
8.7
Change requests repository
ManageEngine AssetExplorer
Freshservice
8.6
Change calendar
ManageEngine AssetExplorer
Freshservice
8.7
Service-level management
ManageEngine AssetExplorer
Freshservice
9.0

Pros

ManageEngine AssetExplorer

  • The asset discovery across the network is great.
  • The periodic scanning and updating of asset status is super valuable.
  • The software discovery is outstanding. Receiving list of installed software helps greatly with license compliance.
Steve P | 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

ManageEngine AssetExplorer

  • You can fill the database and link it.
  • You can also add assets that aren't connected with the offline script, I would prefer to get a .exe but this import XML works well.
  • All is handled via the web, I would prefer a GUI standalone client.
Jorge Flores | 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

Likelihood to Renew

ManageEngine AssetExplorer

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

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.9
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

ManageEngine AssetExplorer

ManageEngine AssetExplorer 6.0
Based on 2 answers
It is not a perfect solution. I don't believe it is the best software for some of the components it offers but I do like and appreciate what it does offer. It offers complexity and a range of features for a company to take advantage of if planned and implemented properly.
Anonymous | TrustRadius Reviewer

Freshservice

Freshservice 9.9
Based on 12 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

ManageEngine AssetExplorer

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

ManageEngine AssetExplorer

Altiris is very daunting for users that have never worked with it. AssetExplorer was much easier to use for our team that had no experience with asset management.
Christopher Treece, CISSP | 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

ManageEngine AssetExplorer

  • Allow us to stay in compliance with licensing requirements. We usually have just the right amount of licenses +2 or 3. We don't have to guess on where we are.
  • Allows us identify older assets and proactively replace them. Reduces downtime.
  • No negative impacts I can think of.
Steve P | 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

Screenshots

Pricing Details

ManageEngine AssetExplorer

General

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

ManageEngine AssetExplorer Editions & Modules

Additional Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

Freshservice Editions & Modules

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

Rating Summary

Likelihood to Recommend

ManageEngine AssetExplorer
6.3
Freshservice
9.3

Likelihood to Renew

ManageEngine AssetExplorer
Freshservice
9.1

Usability

ManageEngine AssetExplorer
Freshservice
8.9

Support Rating

ManageEngine AssetExplorer
6.0
Freshservice
9.9

Implementation Rating

ManageEngine AssetExplorer
Freshservice
8.2

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