Freshservice vs Lansweeper

Zendesk Suite

Freshdesk

Milvus

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Milvus is an IT management platform which is available only in Portuguese. The system includes capabilities for managing IT assets, help desks, support/issue tickets, service catalogs, remote access, file transfer, device discovery, IT inventory, asset monitoring, customer documentation, and more.

Freshservice is an online ITIL-aligned service desk and ITSM software that’s easy to set up and use, to transform employee experience across the organization.

Workflow Management

Self Service Portal

Service Level Agreement (SLA) Management

Real-Time Notifications

Access Controls/Permissions

Alerts/Escalation

Reporting/Analytics

Automated Routing

Collaboration Tools

Multi-Channel Communication

By industry, Freshservice reviewers are most commonly professionals in information technology and services (20%). The most frequent use case for Freshservice cited by reviewers is help desk (58% of reviewers).

Users and use cases

Reviewers appreciate the generous free tier and competitive pricing, which they say make Freshservice attractive for small businesses. However, some users report that tiered pricing and limited features in lower plans can lead to rising costs and confusion.

Value for money

Freshservice is a help desk solution with key features that include ticket management, and more.

Freshservice

Web-based

iPad

iPhone

Android

Starter

Growth

Enterprise

IT Service Desk Analyst

The thing I liked least about Freshservice is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform.

Fresh Service has been a great IT Service management tool for our organisation, as it gives our users a centralised location to report problems to via our own intranet portal, meaning they can report issues effectively and securely which allows us to monitor problems and respond to incidents easier.

Senior Solutions Engineer

We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system.

IT Manager

The automation capabilities, customizable workflows, and self-service options have significantly reduced manual effort for our team and improved response times for end users.

Systems Administrator

With Freshservice we now have a centralized platform for incident management, service requests, and asset management which has significantly improved our efficiency and visibility.

The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with.

Principal Analyst

Freshservice’s flexibility, coupled with its intuitive design, allows teams to scale efficiently without sacrificing user experience. While setup of complex features requires some learning, the platform ultimately saves time, reduces errors, and improves overall IT service quality.

The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket.

Agents and end-users benefit from quick ticket resolution and clear workflows, while management can track performance and identify recurring issues.

Servicedesk Manager

Freshservice has provided a simple to use uncluttered interface for our users, once tickets are received we have used task and workflows to minimize actions needed by agents on follow up/

IT Support Administrator

The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built.

Analista VP Tecnologia

What I value most is how it combines powerful automation with a user-friendly interface, resulting in much faster incident resolution and a more organized team.

From a managerial perspective, it gives better control over operations, helps track SLAs, and supports smoother day-to-day functioning.

IT COORDINATOR

Ticket management, automation, and the self-service portal make it much easier to stay organized and provide faster, more consistent support to users.

Operation Executive

Freshservice delivers ITIL‑aligned processes with a modern, cloud-first approach, making deployment easier than with legacy ITSM tools.

Scrum Master IT

The scripting environment allowed me to bypass standard limitations, ensuring that complex logic and API integrations functioned flawlessly.

Certain reporting options, although detailed, are not fully customizable without extra effort, which can be frustrating for teams needing very specific data views.

Some advanced configurations and reporting features have a learning curve, and certain customizations require time to fully optimize as the platform scales.

What stands out most about Freshservice is its intuitive and modern interface, which greatly simplifies ticket management without technical complications.

This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it.

Technical Support Analyst

The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way.

These updated pathways streamline navigation and automation, making the transition from manual tasks to automated sequences feel intuitive.

IT Infrastructure Network Manager

It helps us track issues, assign tasks to the right team, and monitor the status until closure.

Asst. Manager

From an Assistant Manager perspective, it has improved visibility into daily activities and team performance, which is very important. While there are a few areas for improvement, the benefits clearly outweigh the drawbacks.

Graphic designer

I especially like how tickets are structured, making it easy to track design tasks, communicate with requesters, and prioritize work efficiently.

What I liked least about Freshservice is that some workflows and integrations can feel rigid, and advanced reporting sometimes requires extra effort to get right.

Director Information Technology - Service Delivery and Engineering

User-friendly interface, strong automation for ticketing and SLAs, and excellent asset management/CMDB capabilities.

Automation features, such as workflow triggers and SLA management, significantly reduce manual tasks and improve efficiency.

IT Support Lead

It covered core service management needs well, was easy to adopt, and helped streamline ticket handling and automation, though more advanced customization and reporting had some limitations.

Tech lead sr System Admin

Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort.

IT Assistant

We picked it for the one dashboard that shows ticket status, assets and service catalog together, nice to track everything in one look

Additionally, integrating some legacy systems or less common tools can be challenging, requiring custom APIs or third-party connectors.

IT-Systemadministrator

We have been able to improve our workflows and create a central environment where all relevant IT information is bundled together.

Sr. Manager

Ticket handling is smooth, and features like automation and SLA tracking help reduce manual follow-ups.

Local HR

It drives measurable efficiency gains and supports effective team collaboration through clear ownership and internal communication.

Perhaps the licencing model is a bit complicated, and could be a difficulty if you want to extend your number of people in charge of ticketing management

Data Analyst-DBA

It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time.

Sometimes the system can feel a bit rigid when handling creative requests, especially when more flexibility or visual context is needed.

Freshservice stands out for its intuitive and modern interface, making it easy for both IT staff and end-users to navigate.

Integration with other tools in the Microsoft ecosystem allows seamless collaboration across platforms.

The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice.

IT HelpDesk

Collaboration tools, such as shared ownership and internal notes, enhance team productivity.

Support Engineer

Additionally, I love how easy it is to manage multiple departments from a single platform; being able to switch between functions with just a few clicks makes the entire process incredibly efficient.

You can change templates, make whatever workflow rules you want, the IT world is your oyster.

Digital Services Manager

The reporting and analytics are a bit difficult to configure and don't give enough options to do in-depth filtering.

Reporting and advanced customization could be improved further, as some use cases require workarounds.

Integrations, particularly within the Microsoft ecosystem, are straightforward and enable cohesive, centralized operations.

Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system.

Senior Director Global Ops and Support

We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'.

Systems Analyst

Integrations and customization options make it flexible for different team needs.

Ticket Management

Reviewers indicate Freshservice’s Ticket Management capabilities are central to their IT operations, enabling easy logging, tracking, and resolution of incidents and service requests. Users report that Freshservice allows for extensive customization of ticket views, statuses, and workflows, supporting both simple and complex needs. They find the interface intuitive, with helpful automation and integration options, including API connectivity. Users mention some challenges with outdated project codes and occasional UX confusion, but overall value Freshservice’s flexibility and organizational benefits in Ticket Management. Of the 50 Freshservice users who gave detailed accounts of their use of Ticket Management, 100% rated this feature as important or highly important.

Workflow

Reporting

Automation

Team Collaboration

Asset Management

Integrations

Ticket Email

Management

Security and Access Control

Limited and rigid reporting

46% of reviewers feel negative about Reporting in Freshservice. Users report that reporting features are basic, lack advanced customization, and do not provide sufficient detail for their needs. Reviewers mention difficulties in building custom reports, slow performance with large datasets, and a lack of flexibility in extracting project or ticket information. Some say the reporting engine is not intuitive, requiring additional support or external tools to obtain desired data. Many users express frustration with the static nature of reports and the absence of robust analytics or business intelligence capabilities.

Persistent functional quirks

66% of reviewers feel negative about Bugs and Issues in Freshservice. Users frequently mention problems with the text editor, such as limited formatting options and unpredictable behavior. Reviewers indicate that certain features, like custom fields and form management, are inflexible or buggy, leading to workarounds and confusion. Some users experience UI inconsistencies, issues with integrations, and difficulties in customizing default fields. Many say these recurring bugs and quirks disrupt their workflow and create frustration, especially when support responses are slow or unhelpful.

Streamlined initial configuration

96% of reviewers feel positive about Setup in Freshservice. Reviewers appreciate that the platform is quick and straightforward to set up, often requiring minimal technical expertise. They mention that pre-configured options and logical workflows make the process smooth, enabling businesses to get started rapidly. Users value the ease of integrating with existing environments, such as Microsoft Azure SSO, and find that both installation and customization are accessible. Many say the setup process is intuitive, allowing teams to focus on their work rather than spending excessive time on configuration.

Enhanced team coordination tools

Desktop Support Technician

The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

98% of reviewers feel positive about Team Collaboration in Freshservice. Users indicate the platform keeps teams organized, helps manage workloads, and makes it easy to collaborate across departments and locations. Reviewers appreciate features like gamification and leaderboards for boosting motivation and distributing tasks evenly. They say the tool supports accountability, clear communication, and efficient handling of assignments, allowing teams to stay on top of requests and avoid issues falling through the cracks. Many users find the system beneficial for both small and growing teams, highlighting its positive impact on productivity and morale.

Intuitive everyday experience

CX Assistant Manager

95% of reviewers feel positive about Ease of Use in Freshservice. Users say the interface is clean, user-friendly, and easy to navigate, which simplifies daily tasks and helps them find what they need quickly. Reviewers find it straightforward to learn and teach to others, noting that the platform reduces complexity in IT service management. They appreciate the accessible design, both on desktop and mobile, and mention that it streamlines workflows, making their jobs easier and more efficient. Many highlight that the product’s simplicity enhances productivity and minimizes onboarding time.

Large Enterprises

Small Business

Mid-size Business

Freelancers

Some users report that Freshservice offers a generous free tier, which supports a significant number of users and provides many core features, making it attractive for small businesses and startups. Reviewers appreciate the ability to trial different pricing levels and customize the experience before committing, which helps them assess value for money. Some users say they have reduced costs by consolidating multiple tools into Freshservice, and they find the platform affordable and feature-rich for the price, especially as it regularly adds new functionalities at no extra cost. Reviewers indicate that the pricing is competitive compared to other ITSM solutions, and they value the scalable, flexible plans that grow with their business needs.

However, some reviewers find the tiered pricing system frustrating, as certain desirable features are only available in higher-priced plans, making it difficult to access all functionalities without upgrading. Some users feel that the basic version lacks important features and that costs can rise quickly as needs expand, particularly for larger organizations or when adding more users. Reviewers mention that determining the right licensing level can be confusing due to unclear feature descriptions, and some feel that the free plan is limited in functionality and support. Some users say that, for their budget, Freshservice becomes expensive once the free plan is no longer sufficient.

Freshworks

AI-powered platform that unifies identity, endpoints, and compliance—giving IT teams time and control back.

ACMP Suite

In a world full of unpredictability, choosing the right partner is crucial. We are your guide on the path to greater simplicity and efficiency. ACMP offers modular and scalable solutions for your specific challenges in the IT department.

PDQ Deploy & Inventory

PDQ Deploy is the best way to automate your patch management. Update third-party software, deploy custom scripts, and make impactful configuration changes in minutes. With 200+ ready-to-deploy applications right out of the box.

Lansweeper is an IT Asset Management solution that provides network discovery of all connected devices, users, and software within your IT estate. Lansweeper's advanced device recognition capabilities allow for complete visibility across your entire IT estate, in one centralized IT inventory.

Audit Management

Maintenance Management

Configuration Management

Compliance Tracking

Support Ticket Management

Cost Tracking

Supplier Management

Lansweeper

Windows

Free

Pro (Recommended) 

IT Support Supervisor

For example, adding a new value to a custom field in the HelpDesk section requires you to expand a couple of hidden areas in the "Ticket content" configuration screen.

Lansweeper allows us to easily manage all our assets and quickly identify new devices.  

IT Engineer

It doesn't only discover PCs and servers but also printers, routers, switches and non-Windows devices (Mac, iOS, Android, Linux, etc).

Its pricing is quite cheap comparing to other new or major IT asset management tools. But the report function in its on-prem instance is based on SQL query. If the built-in reports cannot meet the requirement, users need understand the database tables to create reports themselves which is not easy for everyone if has no knowledge about how database works or links together.

IT Sysadmin

Love the product overall, but they have priced themselves out of the SMB market segment.

We also use Lansweeper to deploy some software packages

Sr Systems Engineer

Lansweeper is on on-prem service where you have to provide your own server.  

You can't use it for remote management or patch deployment.

System Administrator

It can identify any device on your network, scan it, add it to it. As mentioned in the 'least' section, there's a steep learning and setup curve,  but once it's there, while it doesn't run itself, it can easily to take adaptations, additions and new requirements.

Software Developer

Customer care services are not reliable they take too long to respond to a glitch.

It doesn't offer threat detection nor vulnerability management.

Electrical Engineer

The product implementation in our organisation has boosted productivity and improved general security.

The price is a little high in big environments (especially after the last rise).

As a HelpDesk manager, I live in Lansweeper.  

Lansweeer is great for asset management and their help desk is a wonderful add-on!  

Head of IT Services

It's also on prem so we control the data.

As today, its cloud instance requires sending data to AWS Ireland data centre which causes data sovereignty issue.

The cloud service is a significant departure from how Lansweeper operates and does not include the same functionality as on-prem.

Operations director

Only real drawback is it's an on prem solution that needs to be updated periodically rather than some of the cloud based alternatives

ICT Specialist & Consultant

I've enjoyed the possibility to manage my monitor assets along with the PC assets.

Assistant IT Manager

the ticket/helpdesk api is a bit lacking with what it can return (i.e can't tell you if a note is for a user or internal) so if you're developing with the current api then you will need some workarounds.

Its cloud instance has much modern interface and data analysis feature

The reporting engine is way too complex. Why do you need to know database query methodology to get a simple report?Migrating a database from one scanning device to another is not a straightforward process, and you need to invest a good amount of time learning how this tool work.

We've made purchasing decisions based on the scanned data, and it serves its purpose very well.

IT Security Manager

This helped us a lot get an inventory of our environment and be able to deploy scripts and packages to systems without going manually.

IT Systems Engineer II

Overall, it is a good product at a reasonable price point.

The reporting is great out of the box, but provides enough flexibility to add custom fields or generate custom reports.  

The forums have lots of custom SQL queries to create your own reports as well.

Very satisfied with the performance and data acquisition.

IT Administrator 

The reporting is hard to set up and implement.

The agentless asset scan and deploy via WMI works well.

Freshservice vs Lansweeper Comparison (2026)

Freshservice

Lansweeper

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives