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
ManageEngine ADAudit Plus
Score9.1 out of 10
Mid-Size Companies (51-1,000 employees)
ADAudit Plus offers real-time monitoring,
user and entity behaviour analytics, and change audit reports that helps users keep AD and IT infrastructure secure and compliant. Track all changes to Windows AD objects including users, groups,
computers, GPOs, and OUs. Achieve hybrid AD monitoring with a single, correlated view of all
the activities happening across both on-premises AD and Azure AD. Monitor every user's logon and logoff activity, including…
$595
per year based on 2 Domain Controllers
Pricing
Freshservice
ManageEngine ADAudit Plus
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
Standard
$595
per year Both licensed based on number of Domain Controllers, Azure AD tenants, file servers, Windows member servers, and Workstations.
Professional
$945
per year Both licensed based on number of Domain Controllers, Azure AD tenants, file servers, Windows member servers, and Workstations.
Offerings
Pricing Offerings
Freshservice
ManageEngine ADAudit Plus
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
Optional
Additional Details
Discount available for annual billing.
ADAudit Plus is licensed based on number of Domain Controllers (not per-user). Add-ons are available for Windows File Servers, NAS File Servers, Azure AD tenants, Windows Servers, Workstations, AD Backup and Recovery, and File Analysis. For more than 20 domain controllers, ManageEngine directs customers to contact sales for a personalized quote.
Pricing is dependent on the number of domain controllers and starts at $595/year for the Standard edition, and $945/year for the Professional edition.
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I would recommend ADAuditPlus (and/or Log360) to any org that is trying to achieve PCI DSS Compliance and is struggling with some of the monitoring and reporting aspects, provided that the org is prepared to spend a little time and effort in truly understanding the requirements and is prepared to document requirements and match them to the ADAuditPlus product features.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
ManageEngine ADAudit Plus changes for user and group management can be looked up in builtin reports
You can build your own reports based on almost every logic you can think of
You have the ability to create alerts based on logic and filters and sendout custom alerts to email, SMS or other means.
First you need to understand the basics of the software, after that the software itself is very helpfull in configuring specific items.
I really love the support that ManageEngine is giving the customer, for all questions I use the chat on their website. This is for me the best remote support I ever saw, and I saw a lot in my 20 years of experience in IT.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It's based on Java engine that is slow -- reports are often difficult to build (we are going to upgrade the machine it's running on to see if this is the issue)
Keeping this software up to date is a pain; there should be a better "update" function
The naming and navigation are terrible -- it's never clear which feature you're looking for and where it's hidden in the menus
Adding machines is not as easy as it should be; occasionally there are IP conflicts that are nearly impossible to resolve
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It works great for everything we need and use. Any issues in the software are pretty easy to resolve with tech support. And they are very responsive to resolving issues. Even ones where a fix/patch are required. At present, the software does everything we need it to for compliance, audit, and account review.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
ADAudit with its cloud and on prem install option allows any organization to get in on AD report management. Whether you need to report internally only for for external audit controls its a great tool with flexibility to handle most any user or group report capability. Since this also includes m365 integration it enables IT pros to administer usage, license, cost control and permission access to most anything in Microsoft's portfolio. Its a great tool all around for AD integrated access needs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I'd give their support a 10 if it weren't for the fact that sometimes, the support team (I believe they are overseas) can take a little bit to respond, but not too long. I may submit a ticket in the morning and won't hear about it until later in the afternoon. However, my tickets were not "urgent," so that may have been the reason for the delay. Other than that, support is great, and the ManageEngine account team has visited us in the past. It's always nice to see your product representatives take a white-glove approach like that.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
The remote setup team helped when i needed it and setup weas very straight forward and easy. The advanced setup for an external db and customizations for our latest version AD environment went pretty easy once they found documentation on customization.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In terms of features, ADAudit Plus offers a comprehensive set of features for monitoring and auditing Active Directory, including real-time alerts, detailed reports, and user behavior analytics. The platform also offers support for multiple platforms, including Windows, UNIX, and Linux, as well as integration with other ManageEngine tools.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.
We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I like the ability to customize reports and provided great visibility to AD and some servers.
It helped greatly with customer support issues when we used ADAudit with the hundreds of customer accounts used for SSON to the LOB application server to users over Citrix.
It saved time on some issues with accounts and Group Policy changes that affected customer experience.
