Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
LogMeIn Resolve
Score 8.6 out of 10
N/A
LogMeIn Resolve is an IT management and support solution designed to help organizations take control of their IT infrastructure. The platform combines features like remote monitoring, access, and support with tools such as ticketing, AI-assisted task automation, and patch management.
$29
per month
Pricing
Freshservice
LogMeIn Resolve
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Remote Access
$29
per month
Remote Support Plus
$55
per month
Standard Endpoint Management
$70
per month
Premium Endpoint Management
$78
per month
Premium
Contact Sales
Offerings
Pricing Offerings
Freshservice
LogMeIn Resolve
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Discount available for annual billing.
Discount available for annual pricing. MDM is available as a standalone or as an add-on. Additional endpoints and agents and save up to 20%
ServiceNow is robust and highly scalable, often favored by larger enterprises, while Zendesk and Freshservice offer user-friendly interfaces and customizable workflows that cater to smaller to mid-sized businesses. Now, comparing GoTo Resolve to these platforms, it stands out …
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk. IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.
To have more options on what to do with the emails that arrive in the support mailbox (which goes to Freshservice), Setting some special rules or detailed filtering is not possible.
Non 3rd party tools to connect to Intune are missing. Additionally, the third-party tool available in the store is not satisfactory. It would be nice to have native support for importing devices from our Azure cloud.
The contract requires you to prolong your contract end-date by two years instead of just one year, which to us is a bit aggressive.
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.
The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.
Navigation is easy and friendly. It does almost everything, but being cloud, it gets slow. Session recording is allowed. Zoom in and out feature works very well, especially during remote sessions and multiple machine sessions simultaneously. Dual-screen monitors are accessible. East and convenient user interface. The diagnostics feature is outstanding, and it gives detailed diagnostics of the system. So these are the pros that prompt me to provide such ratings.
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.
GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.
Easy setup and a lot of customization which can be made. They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use. There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.
I previously used Dameware but since they came out with the new version, I find it difficult to use. Many times, it takes a long time to connect using Dameware and the added time if it connects at all adds to the user's frustration as well as my own
We are able to solve 99% of technical issues remotely.
Our productivity rate has increased because we are able to conveniently seek out assistance in the matter of a few minutes.
As this is compatible with Microsoft products like teams, this has allowed us to collaborate and save time and money by using existing software to submit tickets for assistance.
