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 ADManager Plus
Score9.1 out of 10
Mid-Size Companies (51-1,000 employees)
ManageEngine ADManager Plus simplifies enterprise-wide Windows Active Directory management and reporting.
$595
per year per domain
Pricing
Freshservice
ManageEngine ADManager 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
Free Edition
$0
No Expiration Supports up to 100 domain objects
Standard
$595
per year 1 Domain & 2 help desk Technicians
Standard Edition
$595
per year Priced per domain; scales with the number of domains, technicians, and add-ons.
Professional
$795
per year 1 Domain
Professional Edition
$795
per year Priced per domain; scales with the number of domains, technicians, and add-ons.
Standard
$1,195
per year 1 Domain & 5 help desk Technicians
Professional
$1,795
per year 1 Domain & 2 help desk Technicians
Standard
$2,145
per year 1 Domain & 10 help desk Technicians
Standard
$3,345
per year 1 Domain & 20 help desk Technicians
Professional
$3,345
per year 1 Domain & 5 help desk Technicians
Professional
$5,395
per year 1 Domain & 10 help desk Technicians
Standard
$5995
per year 1 Domain & 50 help desk Technicians
Standard
$7795
per year 1 Domain & 100 help desk Technicians
Professional
$7,795
per year 1 Domain & 20 help desk Technicians
Standard
$10,795
per year 1 Domain & 200 help desk Technicians
Professional
$10,795
per year 1 Domain & 50 help desk Technicians
Standard
$11,995
per year 1 Domain & 500 help desk Technicians
Professional
$11,995
per year 1 Domain & 100 help desk Technicians
Professional
$15,595
per year 1 Domain & 200 help desk Technicians
Professional
$17,995
per year 1 Domain & 500 help desk Technicians
Standard
Free
per year 1 Domain
Offerings
Pricing Offerings
Freshservice
ManageEngine ADManager Plus
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
Discount available for annual billing.
Each additional domain: Standard = $345. Professional = $595. These prices are for an annual license. ADManager Plus license is xml-based and supplied through e-mail. Each ADManager Plus license includes an administrator account by default.
ADManager Plus offers two main add-ons: a Governance, Risk and Compliance add-on for access certification and advanced compliance capabilities, and a Backup and Recovery add-on for AD, Entra ID, and Google Workspace user objects.
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
Verified User
Chose Freshservice
Administration is infinitely easier and fully customisable.
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
The interface has really improved and modernized over the years. It integrates perfectly with Active Directory and can do just about anything you can imagine. It's speedy, too—large tasks don't take long at all. I've used this product for many, many years (over a decade) and have rarely needed support, but when I have reached out for assistance, they've been helpful. The price is fantastic for what you get. It can seem like a one-trick pony at first, but the more you use it, the more you realize what else you can do with it. ADManager Plus is chock-full of tools that you'd think Microsoft would include out of the box, but after 25+ years of Active Directory, it's clear they have no interest in doing so. ADManager Plus fills all the gaps left by Microsoft. Simple mass imports with automatic OU assignments, mass changes to existing accounts, etc. Some of this can be done through PowerShell, sure, but this makes it easy.
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
It is very good in the bulk user creation. With this tool, we can create a number of users in just a few minutes rather than following a long old process.
It is good for bulk user account modification. You can select a lot of users and make changes as per the requirements.
ManageEngine ADManager Plus is helping us a lot in the report generation of user accounts, passwords, groups, and other reports that are helping us a lot.
This tool also helps us with mailbox creation and shared mailbox creation
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
They need to improve their report in terms of modification, like you will not get a lot of customization options in the report.
In the password report if you are applying filter in Days since password last set and selecting the password change date from day 0 and again you want to select the Account status as Enable then you cannot do this.
If you have more than 1 domain and you are trying to modify users in both domains in a single attempt, you cannot do this.
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
We are very satfisfied with the software and when time permits, we hope to explore additional features we are not using. It has a lot of we ae not currently using due to staffing shortages.
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.
For the most part, ADManager usability is pretty great, once you understand it. There is a decently large learning curve, mainly when using the api integration and automations. For simple things, like unlocking accounts, it is very usable. Understanding the way to customize reports and automations is where it lost points.
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.
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
This is one of their lacking points... Every time I have needed support the first thing they want to see is our log files. And then it can take days or weeks to hear back from them and sometimes you have to follow up yourself or they will just close your request. If you can actually get someone on the phone or a sessions scheduled to troubleshoot, sometimes you'll be lucky enough to solve your problem. We used to have a major new hire automation running in ADManager and it broke after updating the software. We went back and forth with them for a month or so and they were not able to resolve the issue, I ended up writing a PowerShell script and scheduling it to do the work that was being done before. This also allowed me to make the automation better than ADManager allowed.
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
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.
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
We decided to use ManageEngine ADManager Plus due to the compatibility it had with our systems. We run a hybrid environment and ManageEngine ADManager Plus was the system that fit into our infrastructure the best. It also provides the most opportunity for growth in the way we want and does not require us to build on systems we are not yet ready to implement.
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
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 built-in reports and queries are invaluable. You simply won't have this information in a vanilla AD environment.
The ease that you can access the information you need about your environment is outstanding. You can access the information you need quickly so you can make better decisions on managing your business.
The ability to easily designate techs with limited access is great. This offloads menial administration duties from your higher level techs so your not paying high level folks to do redundant tasks.
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
