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
Qualys TruRisk Platform
Score 6.9 out of 10
N/A
Qualys TruRisk Platform (formerly Qualys Cloud Platform, or Qualysguard), from San Francisco-based Qualys, is network security and vulnerability management software featuring app scanning and security, network device mapping and detection, vulnerability prioritization schedule and remediation, and other features to provide vulnerability management and network attack surface reduction.
The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.
Qualys Cloud Platform is well suited for organizations that need additional tools to secure and bolster their security from end to end. The automated, real-time threat protection is very quick to notify an admin of potential vulnerabilities and risks, as well as recommending quick fixes to resolve/close the gap before an incident occurs. QCP excels at portraying all of these in a single pane of glass, and find that the Qualys reports are more detailed than competitor product lines. One of our big issues with QCP is that you do have to pay for each scanner, which can quickly add up to large costs. For this reason, I would rate Qualys at a ~7 due to great features and functionality, but overall value could be better for a large organization. I would also say that QCP may make more sense for smaller organizations due to this pricing model.
Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
It really does well at vulnerability scanning, which it is well known for. It's accuracy at finding vulnerabilities is top notch, more so than a lot of other vulnerability tools out there. In an organization/company you want this kind of accuracy at finding vulnerabilities in your network/endpoints
It is very good at managing endpoints on a consistent basis, meaning you can add endpoints to Qualys and have the platform scan/track/protect for vulnerabilities on an ongoing basis, without user intervention
It does really well at separating out and identifying what levels of criticality each vulnerability should fall into. This way, an organization/company can attack the more critical vulnerabilities first
This program is really complicated, the multiple functions that are presented to us are not very clear and in some cases, it is a matter of intuition to execute a function, it is not very informative.
The interface of this program can be a real problem; for our taste, this program looks a bit messy, and the interface does not help or guide you to find the options you need.
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.
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
Again, the usability of Qualys has been a pinpoint for this entire review. It was easily the worst thing about the product and because of this, I would not recommend Qualys to anybody in my field. This should be something that Qualys strives to improve if they wish to stay in business.
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.
The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.
They had a support page within the WAS to report any concerns or seek help. But the UI of that is not smooth. Regardless support staff were pretty responsive and helpful. They scheduled calls to understand and address our problems. Email support is good as well.
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.
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.
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 the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
As described before Qualys is used to scan periodically the environment in order to check if there are some packages (Linux) or Applications (Windows) outdated, generating reports to the Service Owners, fulfilling what's is expected from us, attending all our expectations regarding the tool. That's why we'd choose Qualys to our organization.
