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ManageEngine ServiceDesk Plus vs Freshservice Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

Category Leaders

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

  • 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

16

/user

Per month

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

Starting from

29

/user

Per month

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

User reviews

4.4

208

5

4

3

2

1

116

68

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.5

574

5

4

3

2

1

338

201

26

7

2

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

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

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.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

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.
  • Vendor responds to reviews
  • Last review7 days ago
  • Vendor responds to reviews
  • Last review12 days ago

Key features

  • Total features152
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Approval Workflow
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Backup and Recovery
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • Billing & Invoicing
  • Billing & Provisioning
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Library
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Feedback Management
  • Fixed Asset Management
  • For IT Project Management
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Online Forums
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Pre-built Templates
  • Prioritization
  • Problem Management
  • Procurement Management
  • Product Identification
  • Project Management
  • Project Tracking
  • Projections
  • Purchase Order Management
  • QR Codes
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Resource Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Software License Management
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Testing/QA Management
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Virtual Assistant
  • Web Notifications
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features132
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Approval Workflow
  • Asset Assignment
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Backup and Recovery
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • Billing & Invoicing
  • Billing & Provisioning
  • Buy Side (Suppliers)
  • CMDB
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Monitoring
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Library
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Device Auto Discovery
  • Disaster Recovery
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Event Logs
  • Feedback Management
  • Fixed Asset Management
  • For IT Project Management
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Inventory Optimization
  • Inventory Tracking
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Mobile Interface
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Online Forums
  • Patch Management
  • Percent-Complete Tracking
  • Performance Metrics
  • Pre-built Templates
  • Prioritization
  • Problem Management
  • Procurement Management
  • Product Identification
  • Project Management
  • Project Tracking
  • Projections
  • Purchase Order Management
  • QR Codes
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Reservations Management
  • Resource Allocation & Planning
  • Resource Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Software License Management
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Templates
  • Testing/QA Management
  • Text Editing
  • Third-Party Integrations
  • User Management
  • Virtual Assistant
  • Web Notifications
  • Widgets
  • Wiki
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations105
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AvatarImg
AvatarImg

Paleonum B.

Biotechnology, 11-50 employees

Used weekly for 6-12 months

Review source

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

Share this review:

Freshservice logo

Freshservice

Freshservice l'un des meilleurs

Reviewed 7 months ago

Mon expérience globale avec freshservice est bonne .

Pros

Ce que j'ai le plus aimé chez freshservice est le faite que cela facilite le travail et est beaucoup plus accessible.

Cons

Ce que j'ai le moins aimé chez freshservice est le faite que cela ne garantie pas toujours la capacité de paiement d'une partie .

Showing original review in French. See translation

MG
AvatarImg

Martin G.

Wholesale, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Great product, some minor limitations

Reviewed 6 years ago

Fantastic incident management, Change and problem management plus all essential reporting

Pros

Easy to use interface, intuitive and responsive. Supports the majority of our daily ITIL based needs. Good workflow solution and email integration.

Cons

Being Web based, we lose access during outages or network slow downs. No local CMDB Whenever making a change to an incident, change etc, the confirmation banner covers the top of the screen where the back button is (Minor niggle with the new interface)

AR
AvatarImg

Verified reviewer

Information Technology and Services,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Freshservice logo

Freshservice

CMDB with a Modern UI

Reviewed 10 years ago

All of the big CMDB vendors seem to have clunky, slow user interfaces stuck in the late 90's; I'm looking at you BMC Footprints and HP ServiceDesk. Given that tons of data move through a CMDB and it's meant to be a labor- & time-saver (and in my leanly-staffed organized I need it to be), none of the big players I looked at would work for me- FreshService does.

Pros

Extremely intuitive, snappy interface Reliable cloud hosting "White-label" interface that you can brand with your organization's colors Data imports from other CMDB products and CSV files

Cons

No hands-off data export/backup ability for organizations that want to keep a copy of the FreshService data on-premises. They can schedule dumps and email you links though, so do not let this keep you from an amazing product!

JL
AvatarImg

Josh L.

Education Management, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

Been really easy to setup and get rolling right from the start

Reviewed 6 years ago
Pros

Ease of use. Mobile app makes it easier to keep track of tickets when I'm not at my workstation. Overall the experience has made our lives easier. It's a big step up from what we were using before.

Cons

Nothing at the moment. The big issue I had with the service they fixed recently. Before we couldn't totally delete users. Now we can and it's a big plus!

BJ
AvatarImg

Braden J.

Civil Engineering, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

Great IT software

Reviewed 4 years ago

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

Pros

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

Cons

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

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Florian B.

51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

Freshservice logo

Freshservice

It was a fast in service solution for us that grew and grew with us

Reviewed 6 years ago

Fast to Live

Pros

Intuitive for new comers, it was easy to introduce new customer or agents on the tool. ITIL orientation was also a plus. We gradually moved into using more modules of the service.

Cons

The lack of advanced customisation in ticket queue management . We appreciate the growth in features over the time but there are key functions like queue management that could benefit from an upgrade.

AR
AvatarImg

Verified reviewer

Computer Software, 11-50 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Service and ITIL

Reviewed 5 years ago
Pros

Great service desk... all features of Freshdesk plus all the capabilities and functionalities of ITIL under one single solution. Easy to use, pretty much what you need to keep control on services, contracts and service delivery.

Cons

For large companies it might be really expensive, depending on the amount of assets.

EK
AvatarImg

Emily K.

Used daily for less than 6 months

Review source

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

Share this review:

Freshservice logo

Freshservice

An intuitive, easy to use Service Desk.

Reviewed 6 years ago
Pros

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. Plus, additional features like Discovery Agent and Probe make keeping track of assets very simple. It's perfect for small businesses.

Cons

The reporting offered in the non-premium package is too basic to be useful for our needs. It's beneficial for overseeing your agents, but less so in identifying which departments are drawing on the IT departments time the most. The 100 managed asset limit is quickly filled. It's not possible to have requesters from more than one domain using SSO, though there is an option for them to login using their username and password.

AvatarImg
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Houenagnon Jules Vitale H.

Internet, 1-10 employees

Used monthly for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Freshservice

Reviewed 7 months ago
Pros

Freshworks a bien conçu cet outil parce qu’il nous aide à gérer à distance des problèmes et des améliorations aux entreprises à qui notre entreprise gère les solutions informatiques. À côté du service d’assistance de cet outil, son interface facilite la compréhension des choses le plus possible

Cons

Freshservice peu être un peu coûteux pour ceux qu’ils ont un budget un peu limité parce qu’il n’est q’une des services qu’offre freshworks donc parfois certains compléments nécessitent d’autres services

Showing original review in French. See translation

CS
AvatarImg

Chris S.

Warehousing, 501-1,000 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Willingness to provide updates and pass ticket along to proper support channels is appreciated.

Reviewed 6 years ago

Ability to track support requests and provide some statistics to support the need for improvement in our operations as well as support/development staff has been a big plus. While there is still work that can be done to make this system more beneficial to the organization, it did not take much effort to put it in place and utilize it for the initial needs we had of reporting and categorizing our support requests.

Pros

Ease of use and mobile app functionality is excellent. Updates seem to be implemented almost weekly so it is encouraging to see the product constantly evolving and responding to user's requests for improvement.

Cons

The ability to utilize different parameters within certain portions of the site is lacking. IE: if I wanted to restrict visibility of certain service catalog items to individuals within certain departments I cannot do so; it will only allow for restriction based on groups (locations). Also, reporting on custom text fields would be a huge plus rather than only the drop down selectable fields.

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Joas Andrito M.

Computer Networking, 1-10 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Freshservice logo

Freshservice

Is Freshservice worth a try?

Reviewed 2 years ago

Well Freshservice is an okay choice to go along with but, personally, it just wasn't a good fit for me, but i would really recommend it, 'cause it has undoubtedly great features

Pros

one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use.

Cons

one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance.

CA
AvatarImg

Claudio A.

Oil & Energy, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

ITSM Tool for PME and why not to giant Companys?

Reviewed 8 years ago

We implemented freshservice since 2015 and this tool is what we needed ! It took us just 2 months to have it Go Live for our 500 users in the head office and foreign offices. All is already implemented to have full ITIL processes and CMDB management inside. The plus that we are now thinking to implement is the budget and provider assessments. Claudio Anciaes IT Service Delivery Manager Engie E&P International

Pros

Fresh Itil view. Easy to handle and implement. Full of quick wins.

Cons

No cons were added to this review

AvatarImg
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Jessica M.

Design, 1-10 employees

Used daily for 1-2 years

Review source

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

Share this review:

Freshservice logo

Freshservice

Fantastic resource for businesses that need a support desk service.

Reviewed 5 years ago
Pros

We used this for quite a while for setting up a system of service tickets on our web design side of our company. When people needed to submit an issue with their website this was amazing. They were able to submit an official support ticket then we could move through the process of addressing the issue without losing any tracking or details of the problem. Plus they were better able to understand where we were in the process.

Cons

I don't recall having any issues with this company. They were great!

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Chris N.

Banking, 1,001-5,000 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Freshservice logo

Freshservice

Best Turn Key Service Desk Solution Available!

Reviewed 6 years ago

A large number of efficiency gains from an agent perspective, and a lot of customer satisfaction gains. The system embeds the communication into the ticket using e-mail, so the communication stream and the update of the tickets is now in one action, and available in one system. This has sped up initial response, and frequency of communication. Freshservices use of tags in the main ticket view has also really increased our ability to follow up and more importantly follow through in a timely manner.

Pros

Ease of use with minimal training is a huge plus when rolling out a product. Our deployment of Freshservice was so smooth and issue free with very little training needed in our IT department. It was so easy we're in process of rolling it out to non-IT functional groups to be utilized as a work management system. Configuring the backend of the system is remarkably intuitive, and highly flexible, and the level of automation is fantastic. My environment support 2000+ internal colleagues and the adoption of this product was very positive and viewed as a huge value add to the organization.

Cons

If I'm being very critical, the ability to build and configure a pre-defined list of "billable tasks" is missing. To be fair, this functionality is not available in most of the products I've seen and is not common.