Freshservice vs Lansweeper comparison

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Freshservice

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Executive SummaryUpdated on Dec 18, 2024

Freshservice and Lansweeper compete in the IT service management and asset management domain. Freshservice seems to have the upper hand due to its comprehensive service management capabilities and user-friendliness.

Features: Freshservice offers strong incident management, change management, and asset tracking. It emphasizes ease of use and mobile access with robust automation capabilities and seamless integration. Lansweeper excels in IT asset management and inventory capabilities, tracking updates and devices efficiently, providing extensive reporting scripts despite under-utilized help desk features.

Room for Improvement: Freshservice could enhance its reporting features and workflow customization. There is a need for more integration options and support for diverse infrastructure. Lansweeper needs improved security functions and more direct support interactions. It struggles with dynamic response and cloud support, affecting real-time decision-making.

Ease of Deployment and Customer Service: Freshservice offers versatile deployment in public and private clouds, ensuring ease of access and continuous updates. User feedback reports generally satisfactory support, with occasional communication hiccups. Lansweeper operates primarily on-premises, requiring more technical setup but offering solid control over infrastructure. Although its technical support is reliable, it is less accessible compared to Freshservice.

Pricing and ROI: Freshservice offers various pricing plans, providing flexibility but some users find higher tiers costly. Its licensing is transparent and provides decent ROI, especially in asset management. Lansweeper's device-based pricing is economical up to a limit but can escalate quickly. It offers substantial value for IT management despite a recent price increase and ensures ROI through efficient asset tracking.

To learn more, read our detailed Freshservice vs. Lansweeper Report (Updated: December 2024).

Freshservice vs. Lansweeper

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Helped 824,067 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

6.4

Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.

No sentiment score available

No quotes available

For more quotes and insights, download the Freshservice report

No quotes available

For more quotes and insights, download the Lansweeper report

Customer Service

Sentiment score

6.4

Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.

Sentiment score

7.4

Lansweeper's responsive email support is praised for accuracy, helpfulness, comprehensive documentation, and effective remote assistance despite time differences.

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

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

We had a good experience with customer service, receiving a positive response from technical support.

For more quotes and insights, download the Freshservice report

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

No quotes available

For more quotes and insights, download the Lansweeper report

Scalability Issues

Sentiment score

7.2

Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.

No sentiment score available

Freshservice is easy to use for scalability.

For more quotes and insights, download the Freshservice report

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

No quotes available

For more quotes and insights, download the Lansweeper report

Stability Issues

Sentiment score

8.1

Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.

Sentiment score

7.7

Lansweeper is user-friendly and reliable but may encounter performance issues under heavy server loads during intensive tasks.

Freshservice is quite stable as they host it on AWS.

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

Freshservice provides a stable environment for our needs.

For more quotes and insights, download the Freshservice report

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

No quotes available

For more quotes and insights, download the Lansweeper report

Room For Improvement

Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.

Lansweeper needs enhanced help desk features, asset management, security functions, and improved support, especially for its cloud version.

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.

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

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.

For more quotes and insights, download the Freshservice report

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

No quotes available

For more quotes and insights, download the Lansweeper report

Setup Cost

Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.

Lansweeper offers cost-effective pricing, around 35 cents per device, valued for its comprehensive capabilities and affordable licensing for enterprises.

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

reviewer9072573

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

We pay a certain amount annually for the number of users, and as users increase, the cost increases.

For more quotes and insights, download the Freshservice report

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

No quotes available

For more quotes and insights, download the Lansweeper report

Valuable Features

Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.

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

For more quotes and insights, download the Freshservice report

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

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

No quotes available

For more quotes and insights, download the Lansweeper report

Categories and Ranking

Freshservice

Ranking in IT Asset Management

7th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (7th), Project Management Software (11th), Cloud Management (15th), IT Service Management (ITSM) (5th)

Lansweeper

Ranking in IT Asset Management

9th

Average Rating

8.4

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2024, in the IT Asset Management category, the mindshare of Freshservice is 3.5%, down from 5.6% compared to the previous year. The mindshare of Lansweeper is 12.8%, up from 7.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Tim Guilder

Head of Production Technology at ITV

Provides excellent traceability along with improved efficiency and reliability

It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.

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Bo Kennedy

Director Managed Services, NOC at Fulcrum Technology Solutions, LLC

A powerful, cost-effective, and agentless solution that supports multiple platforms and is perfect for small and medium enterprises

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. 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. 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. It is really easy to use in contrast to some more enterprise-level solutions. All the information is basically very accessible. It's a powerful tool for someone who has to do a lot of functions by themself, as opposed to spreading it around between multiple users. For a small business that has an administrator or a couple of administrators that need tons of information in a central location, and that has some compliance people that have to run reports and are not necessarily power users, it is a great product.

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824,067 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

26%

Manufacturing Company

Financial Services Firm

Retailer

Computer Software Company

11%

Financial Services Firm

11%

Healthcare Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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?

I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.

What do you like most about Lansweeper?

One valuable feature is the ability to monitor log-on times, providing insights into whether users are rebooting their machines as claimed. This is useful in scenarios where users may not be aware ...

What is your experience regarding pricing and costs for Lansweeper?

As I explained, we cannot negotiate the cost with Lansweeper, however, it's a bit higher.

What needs improvement with Lansweeper?

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 di...

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Product Reports

Freshservice

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Also Known As

Flint

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Freshworks

Overview

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:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

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."

Managing IT has never been a bigger challenge. Hardware, software, and users can be anywhere at any time, making IT environments extremely dynamic and often complex. A seemingly simple question has become terribly difficult to answer: ‘Who is using what?’ This question inspired Lansweeper and still drives us today. We believe that answering it is crucial to tackle and simplify many of the challenges IT professionals face every day.

MISSION
At Lansweeper we develop and support our software which builds and leverages a system of record in any IT environment.

Sample Customers

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

Information Not Available

Freshservice vs. Lansweeper