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Freshservice vs Central Comparison

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Overview

Category Leaders

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change,...

Category Leaders

GoTo Central is an endpoint management solution which helps IT professionals to monitor, manage, and secure their organization's...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

441

5

4

3

2

1

270

144

19

7

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

315

5

4

3

2

1

190

98

21

6

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
92%
would recommend this app

Pros

I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.

Pros

It's really good at adapting to internet speeds, and it truly feels like you are sitting in front of the computer that you're trying to control. All of the restart options are also really nice.
How you can list all your equipment you need and save them to your users. It's fantastic when you are dealing with more than 100 computers remotely.
If you need a reliable, dependable, great support if you need them I would highly recommend LogMeIn.

Cons

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.

Cons

The only thing I don't like about log me in, is that I worry someone in the office can see me accessing my screen while not there.
Sometimes if an area of one of the participants have a slow or shaky internet connection, it makes it difficult to interact with one another on-line.
I ended up in this situation many times and found it a bit frustrating. I understand the security aspect of it.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features130
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Anti Virus
  • Application Security
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automatic Patch Deployment
  • Automatic Scans
  • Barcoding/RFID
  • Behavioral Analytics
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deployment Management
  • Depreciation Management
  • Device Auto Discovery
  • Device Management
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Encryption
  • Endpoint Management
  • Endpoint Protection
  • Feedback Management
  • For IT Project Management
  • For MSPs
  • Forms Management
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Device Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Network Wide Management
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Real Time Monitoring
  • Real-time Alerts
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remediation Management
  • Remote Access & Monitoring
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • User Management
  • Vulnerability Scanning
  • Web Threat Management
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features62
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Anti Virus
  • Application Security
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automatic Patch Deployment
  • Automatic Scans
  • Barcoding/RFID
  • Behavioral Analytics
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract Lifecycle Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deployment Management
  • Depreciation Management
  • Device Auto Discovery
  • Device Management
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Encryption
  • Endpoint Management
  • Endpoint Protection
  • Feedback Management
  • For IT Project Management
  • For MSPs
  • Forms Management
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Device Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Network Wide Management
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Project Management
  • Real Time Monitoring
  • Real-time Alerts
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remediation Management
  • Remote Access & Monitoring
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third Party Integrations
  • User Management
  • Vulnerability Scanning
  • Web Threat Management
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations85
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk
  • Total integrations7
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshservice logo

Freshservice

Easy to implement with a lot of features. You can start with a small setup and easy extend.

Reviewed 4 years ago

A central data platform for our service usage and support.

Pros

Simple UI no instructions needed to get going. The webbased tool allows to work from everywhere and gives freedom in a mobile world.

Cons

The search function should be better with freetext searchrequests. The relevance isn't as intuitive as a google search result.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Freshservice logo

Freshservice

very helpful for work flow and issue management

Reviewed 5 years ago
Pros

you can Automate how you track common issues and requests all in one central place, route tickets across multiple departments. Creates unlimited User Defined fields and sets up as many processes as you need. You get detailed reporting, assign issues to the right team member, and view progress all in one tracking application.

Cons

Sometimes we'll get customers that want to compliment or make a complaint another employee. At times we couldn't find the employee in system to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

Share this review:

Freshservice logo

Freshservice

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Reviewed 5 years ago
Pros

Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Cons

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object...