What users are saying about
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Top Rated
132 Ratings

Freshservice

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

Feature Set Ratings

    Incident and problem management

    7.9

    Freshservice

    79%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    68 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    49 Ratings
    N/A
    0 Ratings

    Service restoration

    6.8
    68%
    41 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.3
    83%
    64 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    51 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.2
    82%
    58 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.7

    Freshservice

    77%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.2
    82%
    52 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.5
    75%
    53 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    Change management

    7.8

    Freshservice

    78%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    7.9
    79%
    51 Ratings
    N/A
    0 Ratings

    Change calendar

    7.3
    73%
    43 Ratings
    N/A
    0 Ratings

    Service-level management

    8.2
    82%
    50 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    9.0

    Freshservice

    90%
    69 Ratings
    6.7

    Microsoft Parature (Discontinued)

    67%
    10 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    2 Ratings
    6.1

    Microsoft Parature (Discontinued)

    61%
    10 Ratings

    Usability

    9.0

    Freshservice

    90%
    6 Ratings
    2.0

    Microsoft Parature (Discontinued)

    20%
    2 Ratings

    Availability

    Freshservice

    N/A
    0 Ratings
    7.5

    Microsoft Parature (Discontinued)

    75%
    4 Ratings

    Support Rating

    8.2

    Freshservice

    82%
    38 Ratings
    1.0

    Microsoft Parature (Discontinued)

    10%
    2 Ratings

    Implementation Rating

    8.9

    Freshservice

    89%
    2 Ratings

    Microsoft Parature (Discontinued)

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
    Read full review

    Microsoft

    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.
    Read full review

    Pros

    Freshworks Inc

    • Helpdesk Ticketing system for escalation and distributing among technicians.
    • Service requests for ordering processes and employee onboarding and termination.
    • Project Management is a useful tool for our IT department to track internal projects.
    • The reporting is very helpful reporting various metrics to leadership.
    Read full review

    Microsoft

    • 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.
    Read full review

    Cons

    Freshworks Inc

    • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
    • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
    • I really can think of any, I really have no complaints about the software
    Read full review

    Microsoft

    • 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.
    Read full review

    Pricing Details

    Freshservice

    Starting Price

    $19 Per Month Per User

    Editions & Modules

    Freshservice editions and modules pricing
    EditionModules
    Starter$19.001
    Growth$49.002
    Pro$89.003
    Enterprise$1094

    Footnotes

    1. Per Month Per User
    2. Per Month Per User
    3. Per Month Per User
    4. none

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing

    Microsoft Parature (Discontinued)

    Starting Price

    Editions & Modules

    Microsoft Parature (Discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Freshworks Inc

      It's overall value in our organization is extremely high and it has become an essential part of our business.
      Read full review

      Microsoft

      Parature has been the best option for this campus in terms of what we use it for and there is no alternative
      Read full review

      Usability

      Freshworks Inc

      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.
      Read full review

      Microsoft

      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.
      Read full review

      Reliability and Availability

      Freshworks Inc

      No answers on this topic

      Microsoft

      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.
      Read full review

      Support Rating

      Freshworks Inc

      In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
      Read full review

      Microsoft

      Nothing ever seemed to get resolved
      Read full review

      Implementation Rating

      Freshworks Inc

      think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
      Read full review

      Microsoft

      No answers on this topic

      Alternatives Considered

      Freshworks Inc

      SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
      Read full review

      Microsoft

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

      Return on Investment

      Freshworks Inc

      • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
      • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
      • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
      Read full review

      Microsoft

      • 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.
      Read full review

      Screenshots

      Add comparison