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
Tenable Vulnerability Management
Score 9.3 out of 10
N/A
Vulnerability management specialist Tenable offers their cloud application and container security platform Tenable Web App Scanning (formerly Tenable.io), a vulnerability management tool that emphasizes visibility of web applications, automatic scanning, and a unified view of cloud infrastructure and possible inconsistencies indicating a vulnerability.
We were looking for a way to automate the creation of a new Teams site and were able to do so with the workflow tool. This allows for some automation to be set in place, which is beneficial. The fact that our IT team is ITIL-certified and Freshservice is ITIL-aligned makes it easy for us to follow the recommended guidelines. The self-service portal is being used to elevate work from our support team by allowing our end-users to access the knowledge base through the end-user portal.
I've been using this product since it began as an open source product, I really like it and for the money, I think it's probably the best choice for most companies who need a product like this. Over the years I've seen the interface change quite a bit and sometimes I think it's a bit unclear how to do certain things and the different packages can be confusing, these are the only reasons I'm giving it a 9 instead of a 10.
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.
Expensive - You do pay a slight premium for the best product in the space.
Asset management is difficult to work with if you have a lot of asset turnover, the license can be ''held'' for 3-6 months after the asset is gone from your environment.
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.
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.
Support is responsive and adequate for most situations. For more complex tasks, there is Premium Support but that can use some improvement as well. Overall, this is a healthy marker and there are plenty of support options but I wish there were more solutioning driven engagements.
Support is usually really great at walking you through any steps you need to take when you get stuck on something. There are a few false positives and errors that have come up over the years that required their help to get through. Unfortunately, the steps required to diagnose some problems are more tedious than I think should be necessary. (IE: SQL instances can throw errors that clog up your logs because one plugin affects it in a certain way. The process to diagnose this is to watch timestamps of plugins in a log while monitoring the SQL logs at the same time and using your best guess as to what is causing it.)
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.
Tenable.io has a comparable set of features, with excellent support and a competitive price. After less than desirable experiences with another company, we moved to Tenable and haven't looked back since.
Since this is a requirement for our PCI compliance and the cost is relatively low, the ROI isn't really something we need to think too much about, Tenable's pricing is fair and affordable.
