We performed a comparison between Freshservice and Lansweeper 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."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."
"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 most valuable features of Freshservice are the notifications, customization, and flexibility."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"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."
"It allowed the development team to concentrate on the client’s requirements instead."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The solution provides inventory information that is very important to our company."
"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."
"We've found the most value right now in the inventory of the equipment."
"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."
"Lansweeper is very easy to use, and its technical support is very good."
"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."
"Provides good reports from every asset."
"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."
"The round robin ticketing feature that they have is not ideal."
"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."
"Freshservice could improve the integration with Microsoft Outlook."
"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 could improve the delegation and workflow management features."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"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 feature to deploy software in endpoints needs to be improved."
"It would be great if Lansweeper could combine security functions like vulnerability management."
"The help desk is not exactly its strong suit."
"Lacks an end-to-end asset management tool."
"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."
"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 support is an area that could improve. The support staff could be more knowledgeable."
Freshservice is ranked 3rd in IT Asset Management with 29 reviews while Lansweeper is ranked 9th in IT Asset Management with 7 reviews. Freshservice is rated 8.0, while Lansweeper is rated 8.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Lansweeper writes "A powerful, cost-effective, and agentless solution that supports multiple platforms and is perfect for small and medium enterprises". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Lansweeper is most compared with ServiceNow, ManageEngine IT Asset Management, Qualys VMDR, Spiceworks and ServiceNow Discovery. See our Freshservice vs. Lansweeper report.
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