Device42 vs Freshservice comparison

Device42 and Freshworks are both solutions in the IT Asset Management category. Device42 is ranked #6 with an average rating of 8.3, while Freshworks is ranked #4 with an average rating of 8.3. Device42 holds a 4.0% mindshare in IAM, compared to Freshworks’s 5.3% mindshare. Additionally, 100% of Device42 users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

Device42

Read 34 Device42 reviews

3,887 Views
1,788 Comparison Views

100% willing to recommend

Freshservice

Read 40 Freshservice reviews

5,204 Views
1,509 Comparison Views

97% willing to recommend

Device42

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 18, 2024

Freshservice and Device42 compete in the IT asset management category. Freshservice seems to have an advantage in seamless integration and user experience, while Device42 excels in robust auto-discovery and comprehensive visualization.

Features: Freshservice offers ease of setup, incident management, and flexible notifications. It also provides excellent mobile app support and analytics. Device42 stands out with its auto-discovery capabilities, agentless operation, and application dependency mapping. It is effective in IT asset discovery and offers detailed graphical interactions with IT assets.

Room for Improvement: Freshservice needs enhanced reporting, customizable workflows, and better integration with tools like Microsoft Outlook. Its support for complex delivery workflows could be improved. Device42 requires improvements in deeper asset discovery and performance speed. Enhancements in mobile accessibility and report generation are also needed.

Ease of Deployment and Customer Service: Freshservice provides flexibility across public, private, and on-premises environments, with mixed reviews on customer support. Device42's deployment is primarily on-premises with stable technical support, though lacking some flexibility compared to Freshservice.

Pricing and ROI: Freshservice is cost-effective for small to mid-sized markets, but might be expensive for larger enterprises. Device42 is competitively priced but can be costly for scalable deployments, with some users noting licensing limitations affecting its ROI.

To learn more, read our detailed Device42 vs. Freshservice Report (Updated: April 2026).

Buyer's Guide

Device42 vs. Freshservice

April 2026

Download the complete report

Helped 890,088 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

6.6

Device42 enhances ROI by streamlining IT asset management, application mapping, and offering insightful reports for cost-effective operations.

Sentiment score

6.5

Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.

The TCO calculations based on five years and three years have yielded a remarkable ROI compared to on-premise workload, validating the business case submission to the customer.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

I can confidently say at least 30% is the savings which we have seen.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

Device42 is a fully-featured tool that includes everything we need with powerful auto-discovery and intelligent application dependency mapping.

Likod Andrew

Financial Specialist at Wells Fargo

For more quotes and insights, download the Device42 report

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.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

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.

Yousef Almomani

Systems Engineer at a consultancy with 51-200 employees

For more quotes and insights, download the Freshservice report

Customer Service

Sentiment score

8.1

Device42's customer service is praised for prompt, knowledgeable support, despite occasional delays, frequently earning high satisfaction ratings.

Sentiment score

6.8

Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.

Customer support for Device42 is fantastic.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

Our internal teams have also leveraged the platform which is available for the customers and the partners to onboard them, have a bit of training on the tool and then ask any specific questions to either the TAM or the customer support team.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

When it comes to resolving technical issues, the support team is responsive and always available to help.

Funmilola Olayiwola

Cloud Presales Engineer at Activedge Technologies Ltd.

For more quotes and insights, download the Device42 report

Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

Raja Farrar

IT Service Delivery Manager at Symposiam

However, they have improved over the period of two years.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Their documentation is also good, making setup easy without needing frequent support requests.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Scalability Issues

Sentiment score

7.2

Device42 effectively scales for organizations, enhancing expansion with API integration and Remote Collectors, despite horizontal scaling limitations.

Sentiment score

7.3

Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.

It is very much scalable and allows you to design your discovery solution without facing any challenge.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

Device42's scalability works well for me; if I want to add more resources, such as a Remote Collector for a new site, I can easily connect it to the main appliance.

reviewer2799393

Senior Consultant at a tech vendor with 10,001+ employees

The scalability is good and with the increase in the size of the environment, it has definitely grown and changed over the last couple of years.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

For more quotes and insights, download the Device42 report

As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

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.

Raja Farrar

IT Service Delivery Manager at Symposiam

Freshservice is easy to use for scalability.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Stability Issues

Sentiment score

8.0

Device42 proves reliable with minimal downtime, easy integration, manageable resources, quick issue resolution, and high user satisfaction.

Sentiment score

8.2

Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.

Device42 is stable and has been reliable for my organization.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

Device42 has been pretty stable.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

Stability for Device42, in terms of reliability, is generally acceptable.

Hafidz Rusydi

Solutions Architect at KAF Group

For more quotes and insights, download the Device42 report

The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Freshservice is quite stable as they host it on AWS.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Freshservice provides a stable environment for our needs.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Room For Improvement

Device42 users seek enhanced interface, integration, pricing, with improved widgets, graphics, navigation, automation, and support efficiency.

Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.

Device42 could benefit from improvements, specifically regarding the deployment of the software, which sometimes can be hectic and become time-consuming.

Likod Andrew

Financial Specialist at Wells Fargo

I foresee areas of improvement for the agent-less solution, which could be very useful for those organizations that might not allow configuring an agent in their source machines for workload discovery.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

From an ITSM and ticketing perspective, I would say if there were integrations available, that would have really been better because a lot of times what we end up seeing or leveraging is ServiceNow because they have that native or out of the box capability, and even Freshservice has that capability out of the box.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

For more quotes and insights, download the Device42 report

There's limited experience with the CMDB or asset management features.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

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.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Setup Cost

Device42 offers cost-effective pricing for managing 1,000-2,000 devices, though addon costs and competition may affect perceptions.

Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.

Compared to other competitors, it does not cost much, and I would recommend it from a cost perspective.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

For example, I felt the BMC Discovery pricing was quite high.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

The pricing, setup cost, and licensing for Device42 are relatively cost-effective and affordable.

Likod Andrew

Financial Specialist at Wells Fargo

For more quotes and insights, download the Device42 report

Switching from previous ITSM tools has led to a 50% reduction in licensing costs.

Raja Farrar

IT Service Delivery Manager at Symposiam

The solution offers flat licensing and appears to be cost-effective.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

For more quotes and insights, download the Freshservice report

Valuable Features

Device42 excels in asset discovery, dependency mapping, and integrated IT management, enhancing security, cloud readiness, and efficiency.

Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.

Device42 has positively impacted my organization by providing granularity toward application discovery compared to other assessment tools, which is a differentiator since none of the other tools provide such granularity, leading to better decision-making for my migration to the public cloud.

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

We have leveraged that to discover IT assets such as physical servers, VMs, network devices, containers, storage devices, the applications, cloud resources and their relationships or their dependencies with each other and to the outside.

AbhishekGupta2

Sr PreSales Cloud Architect at a outsourcing company with 10,001+ employees

Device42 has positively impacted our organization by helping us become one of the best companies for asset management and inventory for the enterprise businesses we work with.

Funmilola Olayiwola

Cloud Presales Engineer at Activedge Technologies Ltd.

For more quotes and insights, download the Device42 report

The most valuable features include ticket routing, automation in triage, data control, and flat licensing.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

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.

Raja Farrar

IT Service Delivery Manager at Symposiam

For more quotes and insights, download the Freshservice report

Categories and Ranking

Device42

Ranking in IT Asset Management

6th

Ranking in Configuration Management Databases

2nd

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IP Address Management (IPAM) Tools (3rd), Data Center Infrastructure Management (1st)

Freshservice

Ranking in IT Asset Management

4th

Ranking in Configuration Management Databases

5th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Service Management (ITSM) (4th), IT Alerting and Incident Management (9th), AI IT Support (4th)

Mindshare comparison

As of April 2026, in the IT Asset Management category, the mindshare of Device42 is 4.0%, down from 5.9% compared to the previous year. The mindshare of Freshservice is 5.3%, up from 3.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management Mindshare Distribution
Product	Mindshare (%)
Freshservice	5.3%
Device42	4.0%
Other	90.7%

IT Asset Management

Featured Reviews

Manmohan Rao

Associate Vice President at Hitachi Systems India Private Limited

Granular discovery has ensured confident workload migration and optimized cloud move group planning

Device42 offers the best features for workload assessment, particularly useful for cloud-to-cloud workload or on-premise data center workload, especially when planning for workload migration to the public cloud. For application and infrastructure discovery, Device42 has enabled me to know the number of machines running in the on-premise environment and has managed to capture complete utilization metrics or trends of their utilization. This has benefited me in right-sizing systems for my public cloud total cost of ownership (TCO) planning, providing me granularity to right-size these systems while planning a migration to the public cloud. Device42 has positively impacted my organization by providing granularity toward application discovery compared to other assessment tools, which is a differentiator since none of the other tools provide such granularity, leading to better decision-making for my migration to the public cloud. Device42 has improved my migration projects by providing granularity around system dependencies that gave me confidence knowing which systems communicate with each other parked in a particular move group. My move group planning became so robust that I am not leaving any system behind in the on-premise data center from my planning, which saves a lot of time and effort, leading to cost optimization—a value addition.

Read full review

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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890,088 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

11%

Healthcare Company

Computer Software Company

University

Manufacturing Company

Construction Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	20

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

Questions from the Community

What is your experience regarding pricing and costs for Device42?

The pricing, setup cost, and licensing for Device42 are relatively cost-effective and affordable. I do not know if a small organization would be able to afford it, but I presume it would also be co...

See all answers

What needs improvement with Device42?

I think Device42 can be improved by adding more features around the CMDB aspect and lifecycle management. I do not think many people use it for that functionality, but if they were to expand the su...

See all answers

What is your primary use case for Device42?

My main use case for Device42 is that we use it as a CMDB and affinity map to check out network topology or determine when we need to decom something in a life cycle. We use it for many different p...

See all answers

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

Comparisons

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Compared 8% of the time

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Compared 8% of the time

Faddom vs Device42

Compared 6% of the time

ServiceNow vs Device42

Compared 5% of the time

Flexera One vs Device42

Compared 4% of the time

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ServiceNow vs Freshservice

Compared 14% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

monday.com vs Freshservice

Compared 4% of the time

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Product Reports

Buyer's Guide

Device42

April 2026

Download Device42 product report

Buyer's Guide

Freshservice

April 2026

Download Freshservice product report

Also Known As

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Flint

Overview

Device42 empowers enterprises with automatic IT asset discovery, application dependency mapping, and agentless discovery, streamlining asset management, improving decision-making, and supporting migration initiatives.

Device42 automates network discovery and provides comprehensive IT data management, making it indispensable for asset and infrastructure management. The platform’s integration capabilities, such as with ServiceNow, allow seamless management of physical and virtual environments. Its application dependency mapping is a critical feature for efficient cloud migration, while advanced search and dashboards enhance operational tasks. Device42's ease of deployment coupled with integration into cloud services offers robust operational insights and simplifies onboarding.

What are Device42's key features?

Automatic IT Asset Discovery: Enables detailed information collection on hardware and software.
Application Dependency Mapping: Facilitates tracking of application dependencies for effective cloud migration.
Agentless Discovery: Assists in uncovering assets without the need for specialized agents.
Network Topology Visualization: Assists in visual representation of network connections.
Cloud Integration: Simplifies the integration with cloud services for enhanced insights.

What benefits should be evaluated in Device42?

Improved Decision-Making: Optimizes resource utilization and boosts strategic initiatives.
Seamless Integration: Enhances connectivity with platforms like ServiceNow.
Efficiency in Auditing: Eases compliance and auditing processes.
Simplified Onboarding: Streamlines initial setups and deployment.
Enhanced Operational Insights: Supports better management through comprehensive data visualization.

Device42 is widely used across sectors for IT asset and infrastructure management, where automation in inventory and documentation aids compliance and resource optimization. It excels in industries requiring integration with existing systems and comprehensive network solutions. Application dependency mapping bolsters cloud migration efficiency in enterprise environments.

Device42

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

Computershare, Concur, Doosan, Fitch Ratings Inc., Fujitsu, HomeAway, Jasper Wireless, Mercedes-Benz, Square, Twitch, UCSB, Zayo Group Inc.

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

Device42 vs. Freshservice

April 2026

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