Flexera One and Freshservice compete in IT management solutions. Flexera One's strength in asset management and cloud optimization gives it an upper hand in asset handling, while Freshservice's service desk capabilities offer superior workflow management and user experience.
Features: Flexera One excels in asset management, cloud optimization, and financial analysis. Its robust inventory management makes asset tracking efficient. Freshservice offers a streamlined ticketing system, customizable workflows, and an intuitive interface focused on service management.
Room for Improvement: Flexera One could enhance its deployment process to be less complex and more user-friendly, improve response times in customer support, and focus on reducing initial integration costs. Freshservice might benefit from expanding customization options, enhancing scalability for larger enterprises, and adding advanced analytics and reporting tools.
Ease of Deployment and Customer Service: Flexera One's deployment targets enterprises needing advanced systems management, often requiring specialized training. Its customer support can be less agile. Freshservice allows rapid setup, focuses on intuitive user experiences, and offers responsive customer support, aiding quicker onboarding.
Pricing and ROI: Flexera One involves higher initial setup costs due to complex integration but promises strong ROI through comprehensive management features. Freshservice provides a cost-effective solution with fast value realization, appealing to organizations seeking both affordability and efficiency in service management.
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
They were prompt in getting back to us.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
However, they have improved over the period of two years.
Their documentation is also good, making setup easy without needing frequent support requests.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
Freshservice is easy to use for scalability.
The stability of the cloud version, which is what I'm currently using, is almost always reliable.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
For one of my customers, the monitoring aspect has been tricky due to the need for live database information, which could be enhanced using AI technology.
One feature I would like to see in the tool is the ability to handle everything in one place.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
They've restructured how it's licensed, making it more fair.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
The solution offers flat licensing and appears to be cost-effective.
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Flexera includes what I call canned reports, straight out of the box, but they also offer flexibility in creating custom reports.
The feature that I find most valuable in Flexera One is the discovery, which is crucial from an ITAM point of view to capture the entire environment and all the software installed in my customer's environment.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.7% |
| Flexera One | 4.9% |
| Other | 90.4% |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 14 |
Flexera manages and optimizes enterprise software regardless of location, from the desktop to the datacenter to the cloud. We give mid-size enterprises a growth path and a roadmap for success.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
