What users are saying about
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Top Rated
77 Ratings
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Top Rated
191 Ratings

Freshservice

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Top Rated
77 Ratings
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Score 8.7 out of 100

LogicMonitor

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Top Rated
191 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

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

LogicMonitor

LogicMonitor is a great and easy to use monitoring software. It is not a heavy utilization product or an agent based product which allows you to isolate it from the environment. It is great for basic monitoring. Because it can leverage API's, it can read Active Directory as well as configs on switches.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
LogicMonitor
Organize and prioritize service tickets
Freshservice
9.6
LogicMonitor
Expert directory
Freshservice
8.3
LogicMonitor
Service restoration
Freshservice
9.8
LogicMonitor
Self-service tools
Freshservice
9.1
LogicMonitor
Subscription-based notifications
Freshservice
9.2
LogicMonitor
ITSM collaboration and documentation
Freshservice
8.7
LogicMonitor
ITSM reports and dashboards
Freshservice
8.4
LogicMonitor

ITSM asset management

Freshservice
8.5
LogicMonitor
Configuration mangement
Freshservice
9.0
LogicMonitor
Asset management dashboard
Freshservice
8.4
LogicMonitor
Policy and contract enforcement
Freshservice
8.3
LogicMonitor

Change management

Freshservice
8.9
LogicMonitor
Change requests repository
Freshservice
8.8
LogicMonitor
Change calendar
Freshservice
8.6
LogicMonitor
Service-level management
Freshservice
9.2
LogicMonitor

Pros

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

LogicMonitor

  • The built-in alerts are fantastic. By default all alerts are enabled. You can fine tune each alert as needed.
  • The deployment was quick. Within 4 hours I had about 90% of our environment configured in LogicMonitor.
  • The UI is quick.
  • The support and POC team are fantastic. They helped us learn about the product and helped us configure the solution for our environment.
Tyler Cook | TrustRadius Reviewer

Cons

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

LogicMonitor

  • Clicking through different tabs on the left nav pulls up entirely different interfaces and is a bit jarring at times.
  • Being more linkable to share or export the exact screen / time window that you're looking at would be helpful.
  • It does a very wide variety of monitoring, pretty well, but it is very limited on the SQL database related metrics / tracking which requires us to still maintain a separate tool for monitoring more in depth database related metrics.
ADAM NICHOLS | TrustRadius Reviewer

Likelihood to Renew

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

LogicMonitor

LogicMonitor 8.8
Based on 4 answers
This product has met virtually all of our needs. It was easy to implement and has been simple to support. Customization has been intuitive with many options available. They keep adding features and expanding available options. The future of LogicMonitor looks even better than it is today which is very promising. The management and support teams at LogicMonitor are always helpful
Andrew Rigby | TrustRadius Reviewer

Usability

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

LogicMonitor

LogicMonitor 7.9
Based on 24 answers
Set up is super easy. Just stand up a small Linux or Windows server to act as a collector. There are no agents to install on monitored devices and all you need is SNMP or WMI access. When creating dashboards, all you have to do is find the widget on the device you want to show up and choose the menu option to add it.
Martin Sims | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 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

LogicMonitor

LogicMonitor 8.5
Based on 108 answers
The sales team support we received was top notch. They worked hand in hand to make sure the product met all expectations. So far we have not really had to work with support that much; we have worked with setup team after purchase to deploy product fully. No issues so far and we are four weeks in.
Jeremy Hutton | TrustRadius Reviewer

In-Person Training

Freshservice

No score
No answers yet
No answers on this topic

LogicMonitor

LogicMonitor 8.2
Based on 1 answer
Add good training
Idan Lerer | TrustRadius Reviewer

Online Training

Freshservice

No score
No answers yet
No answers on this topic

LogicMonitor

LogicMonitor 7.3
Based on 1 answer
The training is good but room to improve
Idan Lerer | TrustRadius Reviewer

Implementation Rating

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

LogicMonitor

LogicMonitor 9.1
Based on 5 answers
The Implementation team kept us on track even when we didn't have time. They made up for our lack of focus at times and boiled everything down to simple tasks which enabled a quick deployment and an easy transition to regularly using the tool. They also kept us in a post-implementation for a while after which ensured we have multiple support options after go-live
Andrew Rigby | TrustRadius Reviewer

Alternatives Considered

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

LogicMonitor

We actually use both. We use LogicMonitor for the actual monitoring and alerting of our systems and Sumo Logic for aggregating the logs and finding "patterns" or providing some sort of audit trail. In my mind they are two different systems and should be used as such, even with some similarities.
Anonymous | TrustRadius Reviewer

Return on Investment

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

LogicMonitor

  • LM Visuals i.e. graphs, dashboards, reporting has had a major impact on clients renewing.
  • Single pane of glass for monitoring allows us to remove older vulnerable monitoring solutions and cut costs.
  • Cloud based monitoring that is cheaper to scale then relying on additional addons offered by cloud vendors.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

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

Freshservice Editions & Modules

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

LogicMonitor

General

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

LogicMonitor Editions & Modules

Edition
Pro (up to 199 devices)Contact sales team
Enterprise (200+ devices)Contact sales team
Website MonitoringContact sales team
  1. none
Additional Pricing Details
Our platform is broken down into Pro and Enterprise Pricing. Pro includes monitoring for all of your cloud, hybrid, and on-premises infrastructure. Our Enterprise package includes all of this, plus our AIOps and Machine Learning functionality that provides dynamic thresholds, root cause analysis, anomaly detection and more! LogicMonitor only charges by the device. What is considered a device? A device is anything with an IP address that you want to monitor, including a physical device or a cloud resource. This means multiple data sources under the same IP address can be monitored for the same price. Unlike some monitoring platforms. we don’t charge per node, interface, or metric.

Rating Summary

Likelihood to Recommend

Freshservice
9.4
LogicMonitor
8.8

Likelihood to Renew

Freshservice
9.1
LogicMonitor
8.8

Usability

Freshservice
8.9
LogicMonitor
7.9

Reliability and Availability

Freshservice
LogicMonitor
9.1

Performance

Freshservice
LogicMonitor
9.1

Support Rating

Freshservice
10.0
LogicMonitor
8.5

In-Person Training

Freshservice
LogicMonitor
8.2

Online Training

Freshservice
LogicMonitor
7.3

Implementation Rating

Freshservice
8.2
LogicMonitor
9.1

Scalability

Freshservice
LogicMonitor
9.1

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