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: January 2025).

Freshservice vs. Lansweeper

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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

Freshservice

Ranking in IT Asset Management

6th

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 January 2025, in the IT Asset Management category, the mindshare of Freshservice is 3.3%, down from 5.6% compared to the previous year. The mindshare of Lansweeper is 12.6%, up from 8.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Trilochana Gouda

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

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…

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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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Quotes from Members

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

Pros

"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."

"Ability to scan barcodes and a great search feature."

"It allowed the development team to concentrate on the client’s requirements instead."

"The solution has been stable."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"It allows for customization and offers a broad feature set."

More Freshservice pros

"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."

"The most valuable feature of Lansweeper is IT asset management. In the realm of cybersecurity, having knowledge of what is on the network is critical. We are able to conduct reports and see the assets we have. Initially, the solution required a machine on the local network to scan everything, but it has evolved to include agents that can report to a device, and more recently, an agent that can send data to the cloud even if the device is outside of the network. This has proven to be especially useful during the pandemic, as it has allowed us to keep track of devices that have been sent home with employees."

"Provides good reports from every asset."

"We've found the most value right now in the inventory of the equipment."

"Lansweeper is very easy to use, and its technical support is very good."

"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."

"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 of the need to reboot for system optimization. Lansweeper helps verify such information by collecting log data. Another noteworthy feature is the capability to track CPU, memory, and network usage on workstations at intervals, say every thirty minutes. This allows me to assess the user's experience and validate their claims about resource consumption. For instance, if a user complains about high memory usage, Lansweeper enables me to verify the actual usage and address the issue accurately. This level of monitoring granularity is something I find particularly useful and haven't seen in many other tools."

"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."

More Lansweeper pros

Cons

"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."

"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."

"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 am not too happy with the page layout or screen layout since it always looks messy."

"I experienced some delay in response time for non-function critical queries."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

More Freshservice cons

"In Vietnam, there's no Lansweeper office, making it difficult to find the right vendor to get the license."

"It would be great if Lansweeper could combine security functions like vulnerability management."

"The support is an area that could improve. The support staff could be more knowledgeable."

"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 direct interaction with support personnel, making it difficult to have real-time conversations or seek immediate assistance, which is not ideal."

"The help desk is not exactly its strong suit."

"Lacks an end-to-end asset management tool."

"The feature to deploy software in endpoints needs to be improved."

"I don't have any complaints about it, and I've never really had any issues. It isn't wizard-driven or anything like that, but it doesn't need to be. For someone who is not familiar with system administration, it would be daunting. There would be a lot of info there. They wouldn't necessarily know what to do, but that's not its target audience. For its target audience, in particular, it doesn't need to change. It is really a good tool."

Pricing and Cost Advice

"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."

"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."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Our licensing fee for Freshservice is $2,500 a year."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"The price of Freshservice could improve, it is expensive."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"We're basically paying about $100 USD per agent per month."

More Freshservice pricing and cost advice

"It is not high and it is fair according to the worth it offers."

"Its cost is terrific. It has a great price and is cost-effective, and the license is free under a hundred nodes. I like the fact that it gets regular updates. Of course, it notifies you of the product and you can patch it and all that, but I like the fact that it is very affordable for the number of nodes. A company with three or four computers doesn't need it, but a company that has dozens or hundreds has to have some kind of governance. It can do everything such as Windows, Linux, and network devices, and the discovery is really intelligent. For example, you'd find smart devices, IOTs, and things like that. I'm very happy with it."

"It actually costs some money in the long run because of the licensing model."

"On a scale from one to ten, where one is cheap, and ten is expensive, I rate Lansweeper's pricing a seven out of ten."

"The Lansweeper's price has increased and is now on par with or even higher than competitors, it still offers significant value in the area of IT asset management."

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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?

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...

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

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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