We performed a comparison between Device42 and Freshservice 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 continuous asset discovery is good because it means not having to manually input all the small data, such as IP addresses, leases, etc. It helps and saves us a lot of time."
"The way the solution’s automatic IT asset discovery and inventory functionality works is you set up a discovery job, then you can schedule it to run. I schedule all of the runs daily at different times so nothing is interfering with anything else. It's nice to know that you can set up the scan, schedule it, and sit back. You can check them every day and make sure everything ran, making sure nothing had errors, then you're good to go. Anything new is going to automatically be discovered, which is nice. It takes some of the stress off because you don't have to know, "If this team opened new servers, we need make sure now it will automatically pick them up." It is one less thing to worry about. It gathers a lot of data points."
"The asset inventory is great because previously we had devices all over the place. We have been able to do multiscans to find devices that we didn't know about, which was great."
"Device42 has everything in one place and links it altogether. This helps when you need to figure out where things are going wrong, where things are happening, or how everything is linked together."
"They've also just created some new interactive dashboards. CEOs can see and interact with the data rather than scrolling through endless Excel worksheets to find what they need."
"It has agentless discovery; you don't need to put agents on your servers. You can open one or two ports to discover all your infrastructure."
"The import/export for bulk operations is a valuable and good feature."
"The reporting part is valuable. You have classic reports, and you can also do advanced reporting. They also have the DOQL feature for queries. You can write SQL queries to get your data and create custom reports."
"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."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"We found the initial setup to be very simple."
"There is a nice user interface."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The only thing which I have noticed so far that is not good is that we had an issue with some reporting from the tool, reporting we had to export. We couldn't do it in the way we wanted to, so we tried to reach out to their support but it took pretty long until we understood how we can manage the reports. We still haven't received a complete explanation of what we need to do and how to do it."
"My biggest problem with the product is the upgrades. First, we have to do them manually and second, not this last time but the time before that, we actually had to build a new VM to deploy the solution again. We had to back it up and then restore it to the new version. That was inconvenient."
"I would like to see API management as an additional feature in the tool's future versions. It will give more API security."
"Currently, if you want to ping devices, you need to log into Appliance Manager. This feature should be available on the Device42 side. You should be able to use the ping utility without logging into Appliance Manager. The features that are there in Appliance Manager should also be available on the main Device42 server so that you have more control on one screen. You don't need to switch to another portal, but it is not something critical."
"The reporting could be better. The Insights+ component is an improvement, but they even admit it isn't the greatest. The documentation on their website could also be improved, but Device42 is constantly changing, so the documentation would have to change almost daily."
"For the iPhone, the device diagram cannot be downloaded. You have to go to each device and download the device diagram for that device. E.g., suppose there are a 1000 or 2000 servers. You cannot go to each server or device to download a device diagram for each device. There should be a one-click solution for downloading all device diagrams."
"The resources table needs a few tweaks. We've raised a feature request for this. When you click on resources, it opens up the entire CMDB or the entire data stored in Device42. If that could be customizable, it would be good. We should be allowed to add our own columns to that by writing a script or something like that. There should be an option to add or limit whatever we want."
"Since I was focused on deploying connectors and getting all the servers to be scanned, one of the biggest pains was when a job would fail, then the output (logging) was poor. For example, "Why did it fail?" In these cases, you get a generic error. It doesn't point you in the right direction and tell you why you got the error, which is really annoying. There have been times I asked, "Is there somewhere I can see a better log as to why is this failing?" That would be a really nice improvement."
"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 chat portal is not that great."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"Their analytics need improvement."
"Freshservice could improve the delegation and workflow management features."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The round robin ticketing feature that they have is not ideal."
Device42 is ranked 4th in IT Asset Management with 25 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. Device42 is rated 8.4, while Freshservice is rated 8.0. The top reviewer of Device42 writes "Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Device42 is most compared with ServiceNow, ServiceNow CMDB, Infoblox IPAM, JIRA Service Management and BMC Helix Discovery, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Device42 vs. Freshservice report.
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