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
VMware ESXi
Score7.4 out of 10
N/A
A bare-metal hypervisor that installs directly onto a physical server. With direct access to and control of underlying resources, VMware ESXi partitions hardware to consolidate applications and cut costs.
IT Support Supervisor in Information Technology at Middle Tennessee Electric (Utilities, 501-1000 employees)
Chose Freshservice
We moved from a legacy version of Trackit and there really is no comparison. Freshservice is head & shoulders above Trackit. When we decided to switch from Trackit, we initially decided on Zendesk, but ran into some issues with their contract team. They were difficult to work …
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
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
If you're looking for the industry standard in server virtualization, I would recommend ESXi. After decades of expertise in the field, VMware continues to provide a strong product, production-ready, with an easy-to-learn interface that allows for quick management along with less costly upfront onboarding and training. Grab the free personal-use license and install in your homelab to start!
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
Resource management. The automatic load balancing works very well to ensure no host is taxed disproportionately compared to the others.
Templates and cloning. It is very easy to set up a template and spin up new servers based on a specific setup. This makes server management very streamlined.
VM management. The vSphere interface is very easy to use and navigate. Everything is responsive and it works when you need it to. The options are also robust while also being arranged in a straightforward manner.
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
VMware ESXi can improve on the UI that is installed on the bare metal machine. The menus can be hard to navigate when looking for simple configuration items.
VMware ESXi can improve on the stability of their overall hypervisor. There have been a few times we had to reinstall due to corruption of VMware ESXi.
I would like to see VMware ESXi do better at adding more standard free features in their consumer version of VMware ESXi. For example, having the ability to back up virtual machines is good practice and something that would be very nice if offered in their free version.
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
It is critical to our business, what started out as a way to do certain functions, it has now become core to ensuring our product is available to our customers and reducing our costs to operate and reduce our recovery time and provisioning servers. Their support is great and the costs to renew is reasonable.
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.
The interface is fairly intuitive for most things, and the areas that are a little less obvious usually have fantastic documentation in the online knowledgebase. In 3-4 years of managing our ESXi hosts, I think that I have only opened 4-5 support cases for things that I could not figure out myself or find answers to on the website.
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
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.
Without the need to patch the servers with bug fixes and enhancements we whave not experienced any downtime with VMware issues. Even the bug fixes and updates do not cause of downtime as we just migrate the servers to the opposite node and update the one and then move servers back. Very simple and painless.
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
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.
We do not notice any difference between a physical and virtual server running the same workload. In fact we can scale quicker with the virtual server than we can with the physical.
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
I can't say enough good about VMware's support team. To an individual they take ownership of the case, provide thorough answers, and follow up regularly. On one occasion, a problem we experienced with NSX Endpoint was escalated to development for a permanent resolution after a workaround was found. In my experience, most companies would have tried to find a way to close a case like that instead of taking it all the way. Most importantly, when production is down and every second counts, they VMware teams understand that urgency and treat your issue as if it were the only one they had to deal with. You can't ask for better.
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.
Jsut read and follow anything your storage provider may require to allow the integration of VMware with storage operations, outside of that VMware jsut works.
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
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
As long as you're using Nutanix AOS on Nutanix hardware and are paying their software support fees, AOS is a valid competitor to VMware and can save money due to not needing a license and having their server management system built into the base host management system. If you aren't using Nutanix hardware, however, VMWare is in most cases the best way to go. I cannot comment on HyperV, but most IT people I know either use it because they have to (most) or they like it better (not many).
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 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.
it has been fair and easy to understand. I know VMware is looking at wanting to change from CPU to core pricing so we will see what that looks like when it happens.
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 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+.
We started out with a two-server cluster and adding a third or fourth is very straightforward and simple with no issues. You just need to be aware of the size of your Vcenter Server to handle the workload, but still the resources needed is very minimal
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
VMWare ESXi licensing is affordable for our business - and the licensing model is simplistic. Not like that of Microsoft with having to keep track of server licenses and CAL licenses for users.
VMWare ESXi also has hardware-monitoring built-in, so that further saves us money from having to be spent with another vendor.
As much as I hate the saying "a single pane of glass" does fit for this product. You can manage your servers, monitor hardware status, create and export backup snapshots, manage virtual NICs, connect to various storage devices. We're very happy with this product.
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
