Freshservice vs. xAssets IT Asset Management Software

Tickets are easily passed between teams and departments which makes for a much better user experience as you can easily pass a ticket over with comments to work colleagues in other areas whilst keeping the ticket and communication with the customer seamless. Automating a lot of our tasks for instance getting PRTG to report and assign to specific staff based on criteria works like a dream and mean incidents are tracked right from PRTG and reportable against.

We run a large environment where managing agents and clients would be difficult, but this software doesn't require either. We use it a lot from our iPhones accessing the software from anywhere in the office and even from home.

• Workflow automation
• Knowledge base articles for users and agents
• easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
• it works with email address very simple to create different department and queues

Incentivized

• Network discovery--with no agents to manage is great and its very fast
• Reporting--custom reports, charts and PDFs; the software also emails monthly reports automatically
• Users only see the data and menus they need, so no training needed and the UI is focused
• No clients to install; we can use it from any browser and from our cell phones
• Upgrades are done quickly; we've never needed to get involved, as they do it for us

• Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
• Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.

Incentivized

• Looking forward to using their full endpoint management system, which is under development

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

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.

Incentivized

I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.

Incentivized

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.

Incentivized

1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.

Incentivized

• Our President is able to look at ticket loads, statuses, and urgencies of requests. This has helped him oversee the IT department.
• Moving from managing requests and issues reported in emails and MS Teams to Freshservice has increaesed productivity exponentially.
• Being able to respond to users via email within the ticket has helped track communications, and the internal comments section helps IT staff and managers discuss the tickets and document approvals.

Incentivized