We performed a comparison between Freshservice and Lansweeper based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution’s timely automated triggers increase our IT team’s productivity."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It allowed the development team to concentrate on the client’s requirements instead."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"You can just register and within five to minute minutes, you are ready to go."
"We found the initial setup to be very simple."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"We've found the most value right now in the inventory of the equipment."
"It is very flexible and very powerful. The reporting scripts that are continually posted are a real benefit. It makes it easier for someone who is a consumer, but not necessarily a power user, to quickly create and run reports, get updates, and know what tasks need to be performed."
"Provides good reports from every asset."
"Its functionality is very solid. The best part about it is that, when you have issues in getting information back from nodes, it tells you what the issue is, and you can quickly go to the specific nodes and respond to or repair those. There is an agent option, but to me, as a small business, the preference is to avoid agents where possible because you probably don't have the staff to keep up with them all."
"A great value is the fact that it supports multiple platforms, and it is agentless. Obviously, it still requires credentials, but being agentless makes it much easier to deploy, especially for a small business. It leaves fewer things to maintain. Especially for a small or medium business, it is a tremendous product."
"The most valuable feature of Lansweeper is IT asset management. In the realm of cybersecurity, having knowledge of what is on the network is critical. We are able to conduct reports and see the assets we have. Initially, the solution required a machine on the local network to scan everything, but it has evolved to include agents that can report to a device, and more recently, an agent that can send data to the cloud even if the device is outside of the network. This has proven to be especially useful during the pandemic, as it has allowed us to keep track of devices that have been sent home with employees."
"The solution provides inventory information that is very important to our company."
"Lansweeper is very easy to use, and its technical support is very good."
"Freshservice's technical support has issues with delays and translations."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The round robin ticketing feature that they have is not ideal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The chat portal is not that great."
"Their analytics need improvement."
"The feature to deploy software in endpoints needs to be improved."
"Lacks an end-to-end asset management tool."
"The support is an area that could improve. The support staff could be more knowledgeable."
"The help desk is not exactly its strong suit."
"The support experience hasn't been satisfactory. Establishing a direct connection with someone is challenging, as communication is limited to chat or forums through a web link. There's a lack of direct interaction with support personnel, making it difficult to have real-time conversations or seek immediate assistance, which is not ideal."
"I don't have any complaints about it, and I've never really had any issues. It isn't wizard-driven or anything like that, but it doesn't need to be. For someone who is not familiar with system administration, it would be daunting. There would be a lot of info there. They wouldn't necessarily know what to do, but that's not its target audience. For its target audience, in particular, it doesn't need to change. It is really a good tool."
"It would be great if Lansweeper could combine security functions like vulnerability management."
Freshservice is ranked 3rd in IT Asset Management with 29 reviews while Lansweeper is ranked 9th in IT Asset Management with 7 reviews. Freshservice is rated 8.0, while Lansweeper is rated 8.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Lansweeper writes "A powerful, cost-effective, and agentless solution that supports multiple platforms and is perfect for small and medium enterprises". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Lansweeper is most compared with ServiceNow, ManageEngine IT Asset Management, Qualys VMDR, Spiceworks and ServiceNow Discovery. See our Freshservice vs. Lansweeper report.
See our list of best IT Asset Management vendors.
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