Lack of customisation on forms and categories - I cant change labels etc.

Easy setup, good price, works perfectly and data is easy to acces, support works great and can assist easly.

Good platform to manage incidents/problems/changes/releases as well as requests. Good CMDB for managing company assets.

Our company has implemented Freshdesk Asset management and it does a great job at storing all the relevant information in one place.

FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes.

User friendly, ability to setup and customize Freshservice without training, and support is outstanding.

Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes.

Lack of remote service integration unlike Freshdesk. Lack of customization for Canned Response placeholder.

Has the ability to integrate into your domain account via Single Sing-On (SSO). Good solution for storing your IT Support based knowledge base.

FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform.

I really love on this product because it has a dispatcher rule and supervisor rules which helps me a lot.

Color combination and features are very appealing to use. Workflow Automator is quite user friendly with simple flowcharts.

Its too expensive then other software. No other least about the software to complain about.

Ease of use, customer support and nice layouts.

Very clean UI that is easy to navigate and find what you are looking for. Good workflow implementations and close tie-in with ITIL.

Great ITIL based service desk software. It is very easy to set up and use.

So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find.

The workflow management helps get requests to the right person, and we love the parent/child ticket option.

Flexible ticketing system for an amazing price.

Because we are a small but rapidly growing IT company the free version was perfect for us. It's given our clients a great way to communicate with us without being over complicated.

Fresh service has an exemplary customer support to ensure all the required help is offered seamless. This complements the tool.

Since I am unable to see what our citizens see on their end of the software, it makes it difficult for me to offer explanations of how to set up accounts, etc.

ViewPoint struggles to suceed due to the company itself.

I like that I can see all the projects I need to review at once. I also love that applications can be customized.

The ease of use and obvious care that was put into the user interface and user experience. Both the back end and customer facing portions of this software are very easy to use.

With this being a fairly new program most of the problem we run into we can get an answer from the support team within a few house.

That is just plan dumb and a pain in the backside.

Ever time there is an upgrade  or even a change in the look, there seems to be a lack of testing before the release. The glitches seem to take days or even weeks to repair.

Customer Service has been very good, always quick to respond.

Integration very helpful during the covid period. Without the in person transaction the process through Opengov is so much more manageable.

Poor export functionality. Lack of printed forms and reports.

It's a great product compared to the competitors that being said the competitors are equivalent to use a typewriter.

The original software our staff liked very much as the features were all customized and helpful and the support was in person and helpful.

Overall experience is good. Keeps the building permit approval process moving.

I like the ease that users have to upload documents and my ability to view and download them. I also especially like the ability to make comments internally.

We like the fact it is awesome to share information quickly for in house documents. We appreciate having something that is staying with the technology moves we are seeing grow so rapidly.

Contractors love this software due to it's ease of use and that they no longer have to make it to our offices to pull apply for permits, they can now easily do it from their home and/or office.

It is more useful when documents are inaccurate you just send message and request information. This is also helpful when it is a renewal period, making the influx easier to handle.

Hard to search all parameters that can arise from the Public and internally.

I really like the processes with ViewPoint from Plan Review down to Inspections. I like how all pertinent information is captured in the system and I like the look.

The inability to link more than one record to another in the Projects option is annoying too. Many of our larger ongoing projects have one overall building permit with multiple sub-permits.

The amount of information available is fantastic.

In its current state, I enjoy it and find it easy to use. It is a far better system then the paper records the municipality used to use.

I like the ease of data retrieval from any location.

US Dollar

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.


Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.


Freshservice also offers gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters.


Freshservice can be integrated with third-party apps for managing the service desk.


Freshservice is available on an annual subscription basis that includes support via email and phone.



LongDescription

Deadline Management

Cataloging/Categorization

Case Management

Surveys & Feedback

Barcoding/RFID

Status Tracking

Multi-Channel Management

Request Assignment

Mobile Alerts

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

IT Asset Management

Real-Time Monitoring

Workflow Configuration

Contract/License Management

License Management

Active Directory Integration

SSL Security

Change Management

Disposal Management

Electronic Signature

Project Management

Approval Process Control

Knowledge Management

Scheduled/Automated Reports

Resource Management

Change Planning

Customizable Fields

Collaboration Tools

Assignment Management

Full Text Search

Call Center Management

Scheduling

Data Import/Export

Customer Complaint Tracking

Testing/QA Management

Problem Management

Email Templates

Multi-Location

Self Service Portal

Remote Monitoring & Management

Help Desk Management

Audit Trail

Content Management

Project Time Tracking

Completion Tracking

Mobile Access

Cost Tracking

Requirements Management

Survey/Poll Management

Depreciation Management

Service Reporting

CMDB

Device Auto Discovery

Compliance Management

Performance Metrics

Routing

Service Catalog

Issue Scheduling

Issue Management

Maintenance Management

Multi-Channel Communication

Configuration Management

Buy Side (Suppliers)

Support Ticket Tracking

Role-Based Permissions

Client Portal

Forms Management

Workflow Management

Real-Time Updates

Email Management

Ticket Management

Percent-Complete Tracking

Recurring Issues

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Network Monitoring

Data Visualization

Change Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Customizable Templates

Billing & Invoicing

Issue Tracking

Incident Reporting

Dashboard

Multi-Language

Patch Management

Audit Management

IT Incident Management

Alerts/Escalation

Customizable Branding

Asset Lifecycle Management

14-day free trial, no credit card required.

Starter: $29/agent/month (billed monthly) or $19/agent/month (billed annually). 
Growth: $59/agent/month (billed monthly) or $49/agent/month (billed annually).
Pro: $115/agent/month (billed monthly) or $95/agent/month (billed annually).
Enterprise: $145/agent/month (billed monthly) or $119/agent/month (billed annually).

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Freshservice

In Person

Live Online

Webinars

Documentation

Videos

OpenGov Permitting & Licensing is the most flexible and delightful permitting and licensing solution for government. Our software modernizes community development permits, business licenses, and other complex approval processes through highly configurable, digital workflows complete with conditional forms, online payments, and GIS integration. Featuring a user-friendly portal for the public that is seamlessly integrated with backend data collection and approval rules, OpenGov Permitting & Licensing delivers an all-in-one cloud solution to streamline processes and improve customer satisfaction. 

With OpenGov, governments can launch digital services in as short as six months and process applications up to 5X faster than outdated systems. Additionally, staff can be redirected toward higher-priority projects while government administrators drive economic development in their communities.

Freshservice vs OpenGov Permitting & Licensing

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