What users are saying about
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Top Rated
79 Ratings

Freshservice

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Top Rated
79 Ratings
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Score 8.7 out of 100
13 Ratings
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Score 5 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

Microsoft Parature (Discontinued)

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

Freshservice
8.6
Microsoft Parature (Discontinued)
Configuration mangement
Freshservice
9.0
Microsoft Parature (Discontinued)
Asset management dashboard
Freshservice
8.4
Microsoft Parature (Discontinued)
Policy and contract enforcement
Freshservice
8.3
Microsoft Parature (Discontinued)

Change management

Freshservice
8.9
Microsoft Parature (Discontinued)
Change requests repository
Freshservice
8.8
Microsoft Parature (Discontinued)
Change calendar
Freshservice
8.6
Microsoft Parature (Discontinued)
Service-level management
Freshservice
9.2
Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Brendon Newell | 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

Microsoft Parature (Discontinued)

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Anonymous | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 6.1
Based on 10 answers
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Carrie Canty | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Freshservice

No score
No answers yet
No answers on this topic

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 1.0
Based on 1 answer
Nothing ever seemed to get resolved
Anonymous | 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

Microsoft Parature (Discontinued)

No score
No answers yet
No answers on this topic

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

Microsoft Parature (Discontinued)

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
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

Microsoft Parature (Discontinued)

  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson | 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

Microsoft Parature (Discontinued)

General

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

Microsoft Parature (Discontinued) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Microsoft Parature (Discontinued)
6.7

Likelihood to Renew

Freshservice
9.1
Microsoft Parature (Discontinued)
6.1

Usability

Freshservice
8.9
Microsoft Parature (Discontinued)
2.0

Reliability and Availability

Freshservice
Microsoft Parature (Discontinued)
7.5

Support Rating

Freshservice
10.0
Microsoft Parature (Discontinued)
1.0

Implementation Rating

Freshservice
8.2
Microsoft Parature (Discontinued)

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