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Device42 vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 18, 2024

Review summaries and opinions

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

Categories and Ranking

Device42
Ranking in IT Asset Management
9th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
25
Ranking in other categories
Configuration Management Databases (3rd), IP Address Management (IPAM) Tools (5th), Data Center Infrastructure Management (6th)
Freshservice
Ranking in IT Asset Management
6th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (7th), Project Management Software (11th), Cloud Management (15th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of March 2025, in the IT Asset Management category, the mindshare of Device42 is 6.3%, down from 6.7% compared to the previous year. The mindshare of Freshservice is 3.4%, down from 5.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Krishna Gopal Singh - PeerSpot reviewer
Good reporting and discovery capabilities, and helpful for understanding device dependencies and asset management
Its price needs to be improved. It is more expensive than some of the other tools out there. Their support is good, but their knowledge base should be better. There should be a common area where we can search and find solutions for our queries or issues. We don't always need to raise a ticket with the Device42 support team. 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.
Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

Quotes from Members

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

Pros

"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."
"I like the tool's agentless discovery feature. The tool configures the devices based on the documentation provided. I am also impressed with its auto-discovery feature. The tool also keeps on tracking and finds whatever is in the environment."
"The pricing is reasonable."
"Previously, our company had a lot of issues keeping track of all the data centers and the inventory, as well as the purchase orders. All of these were managed by other tools. The good thing about Device42 is that it can be used for all this together. We don't need to spend time checking many other tools and files."
"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."
"The solution has some very good relational capabilities that show us how certain devices relate to each other and how some of our environment actually works together."
"The most valuable part is the ease of use. There's no training involved. It's pretty simple and straightforward."
"The topology layout is the most valuable feature."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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 really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"Ability to scan barcodes and a great search feature."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution’s timely automated triggers increase our IT team’s productivity."
"There is a nice user interface."
 

Cons

"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 solution’s automatic IT asset discovery and inventory functionality functions pretty well. There could be some improvement if there were some automated scripts to get it off the ground. I know it takes a bit of effort to get all of various managed devices into one place. We have to go and change how they are managed and make sure they are all linking up correctly so they can be tracked in Device42. Some type of automated script for each to get over that initial activation."
"Device42 is a main part of our processes. We need reliability, not only in terms of the data but with the solution itself. It's really difficult when we have 10 minutes of Device42 downtime because none of our teams can work for those 10 minutes, and it's more time lost if there is longer downtime. An improvement would be to have a cluster implementation of Device42 to have high-availability and ensure that we don't have downtime in case of failure."
"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."
"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."
"The architecture is a bit old-fashioned. Device42 is on one server, appliance, virtual machine, or guest. We are loading more into Device42 than it can hold. Overloading Device42 with REST API calls or tasks will directly impact every aspect because the server will be too busy to answer requests."
"If they could make it so their remote connector could do as much as 10,000 devices, that would be better."
"It was hard to know which assets I'd already looked at because if I looked up another asset with a similar name, they would still pop up. I would have to make sure I was looking at the right asset. The search function should be improved."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."
"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."
"I experienced some delay in response time for non-function critical queries."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
 

Pricing and Cost Advice

"The product cost is low. It is quite cheap."
"We pay $100,000 per year."
"It's in the top-three most expensive solutions in terms of cost, but it has all the features that are needed."
"Functionality-wise, Device42 is on par with industry standards, but price-wise, the solution is expensive. I'm rating the pricing for the solution as eight out of ten."
"On a yearly basis, our licensing is $10,000. However, our license is now nearly full with devices. We need the next bigger license with 5,000 devices, which will cost us $19,000. We pay for a set of licenses, a maximum number of devices, and a maximum number of IP addresses. We have the smallest amount of features, which is enough for us at this time."
"The problem with using other vendor, like BMC, is the pricing. The price is so horrible and nobody wants to pay this money."
"Our licensing costs are on a yearly basis."
"I am not involved in its pricing, but I have seen their plans during a discussion with the customer. For 500 servers, they were asking 50,000 USD. The cost of BMC Discovery was less than half. For the same thing, they were charging only 10,000 USD. Its pricing needs to be improved. As compared to other discovery tools, such as BMC Discovery and ServiceNow Discovery, its price is a little bit higher."
"Freshservice price is competitive, it is not more than other solutions on the market."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"We're basically paying about $100 USD per agent per month."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"Compared to other tools, Freshservice is affordable."
"Our licensing fee for Freshservice is $2,500 a year."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Computer Software Company
13%
Manufacturing Company
9%
Healthcare Company
8%
Computer Software Company
24%
Manufacturing Company
7%
Educational Organization
7%
Financial Services Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What needs improvement with Device42?
The product must provide AI features. It would be very useful if I could create datasets or queries from an AI interface.
What is your primary use case for Device42?
I use the solution for physical assets management, IT management, and application dependency mapping.
What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
 

Comparisons

 

Also Known As

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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
Find out what your peers are saying about Device42 vs. Freshservice and other solutions. Updated: March 2025.
842,651 professionals have used our research since 2012.