<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
77 Ratings

Freshservice

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.1 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

xAssets IT Asset Management Software

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
xAssets IT Asset Management Software
Organize and prioritize service tickets
Freshservice
9.6
xAssets IT Asset Management Software
Expert directory
Freshservice
8.3
xAssets IT Asset Management Software
Service restoration
Freshservice
9.8
xAssets IT Asset Management Software
Self-service tools
Freshservice
9.1
xAssets IT Asset Management Software
Subscription-based notifications
Freshservice
9.2
xAssets IT Asset Management Software
ITSM collaboration and documentation
Freshservice
8.7
xAssets IT Asset Management Software
ITSM reports and dashboards
Freshservice
8.4
xAssets IT Asset Management Software

ITSM asset management

Freshservice
8.5
xAssets IT Asset Management Software
Configuration mangement
Freshservice
9.0
xAssets IT Asset Management Software
Asset management dashboard
Freshservice
8.4
xAssets IT Asset Management Software
Policy and contract enforcement
Freshservice
8.3
xAssets IT Asset Management Software

Change management

Freshservice
8.9
xAssets IT Asset Management Software
Change requests repository
Freshservice
8.8
xAssets IT Asset Management Software
Change calendar
Freshservice
8.7
xAssets IT Asset Management Software
Service-level management
Freshservice
9.2
xAssets IT Asset Management Software

IT Asset Management

Freshservice
xAssets IT Asset Management Software
9.1
Software and hardware inventory tracking
Freshservice
xAssets IT Asset Management Software
9.1
License management
Freshservice
xAssets IT Asset Management Software
9.1
Asset lifecycle monitoring
Freshservice
xAssets IT Asset Management Software
9.1
Asset relationship management
Freshservice
xAssets IT Asset Management Software
9.1

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

xAssets IT Asset Management Software

  • 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
Anonymous | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

xAssets IT Asset Management Software

  • Looking forward to using their full endpoint management system, which is under development
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

xAssets IT Asset Management Software

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

xAssets IT Asset Management Software

No score
No answers yet
No answers on this topic

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

xAssets IT Asset Management Software

No score
No answers yet
No answers on this topic

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

xAssets IT Asset Management Software

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

xAssets IT Asset Management Software

No answers on this topic

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

xAssets IT Asset Management Software

No answers on this topic

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

xAssets IT Asset Management Software

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$0.00

xAssets IT Asset Management Software Editions & Modules

On-premise Edition
Enterprise Edition$0.00
  1. none
SaaS Edition
Express Edition - free for one user$0.00
  1. none
Additional Pricing Details
Express edition is free to qualifying customers for a single user. Pricing then depends on additional users and number of assets and discovered nodes. Enterprise edition provides enterprise level scalability, security and configurability suitable for medium and large enterprises.

Rating Summary

Likelihood to Recommend

Freshservice
9.4
xAssets IT Asset Management Software
9.1

Likelihood to Renew

Freshservice
9.1
xAssets IT Asset Management Software

Usability

Freshservice
8.9
xAssets IT Asset Management Software

Support Rating

Freshservice
10.0
xAssets IT Asset Management Software

Implementation Rating

Freshservice
8.2
xAssets IT Asset Management Software

Add comparison