Updates to managed assets.

My first thought it was a 1st April joke but the article was updated the 2nd of april. 

I have read this will go live on renewal and it’s live for new trials. 
The cost as of now are  €110/month per 500 extra assets. 

Yeah this has us pretty stressed and frustrated. It will more than triple our annual subscription, which is not viable. We’ve been happy with Freshservice for nearly 10 years but this will force us to look elsewhere. 

I’ve been searching but I have not come across this, could you share where you saw this posted?

Yep, this sucks. Going to pretty much double our costs. All our assets are manually uploaded via CSV and we don’t need to manage them, so massive cost increase. 

I'm deeply disappointed with this abrupt change, especially given the impact on customers manually managing assets through CSV. The associated cost, $1500 annually for a 500-asset pack, is exorbitant and comparable to 2.5 agent licenses. This has seriously jeopardized my plans to scale Freshservice in our company.

To be honest, this is outrageous. We recently switched to Freshservice, and the possibility to add free “virtual asset objects” which are not considered hardware was the key feature why we went for this product in the first place.

We are a company with very complex processes, and need to provide a lot of service requests to our endusers, which relate to objects like “Sharepoint Site Colletions”, “Teams” or “Outlook Shared Mailbox” - you get the gist. To make these virtual objects available in Service requests, we have to store them as assets (Custom Objects are not an option). I am happy with the current price model, basically paying for any kind of hardware asset or virtual machine. But having to pay for these virtual objects prohibits us to implement more Service Requests. 

This is comparable of charging us per ticket in a ticket system: It encourages the customer to NOT use the ITSM system. How about increasing the price per agent, or charge extra for the hardware assets, but keep the virtual asset types (e.g. services, “other”, etc) free of charge as before! This is a huge road block, and we are strongly considering moving to a different ITSM product

Trade off would be to only charge for Hardware asset types. 

Hi,

This change in the way of managing assets is 'shooting youself in the foot' by Freshworks. Many customers will leave the platform for others where they don't have these extra costs, as well as the new business that will be lost by ceasing to be competitive. I hope Freshworks reconsiders and returns the asset system to how it was before.

When we purchased FreshService 2 years ago the asset management was a key reason we chose it.  We have spent literally hundreds of hours building out syncs and workflows and had things almost perfect.  If they proceed with this ridiculous change our cost would more than triple, and will be unaffordable for our budget and we’ll need to move to another product.  Anyone have any suggestions?

Yup same here, work in the nonprofit sector, especially at a time like this, seeing our bill quadruple is quite upsetting. Honestly, I have not had any major issues or complaints with Freshservice until this. This feels abrupt and forced. I don’t want to transition to another product, it’s been affordable with reasonalbe increases and for the functionality I get out of it, I’m okay with spending money. But to have our bill over tripled for manually loaded assets by hand not even CSV, just Onces we have loaded in there. I’m not following the logic at all. 

This change is outrageous and a pure money grabbing exercise. We are a public school, a customer since 2014. All our IT assets managed in FreshService, where we are looking down the barrel of $24,000 p/a on top of our existing subscription fees which are already very significant. It simply isn’t sustainable, and we also will be forced to move to another provider. I understand charging for new features but changing the asset definition to charge customers more for an existing feature is totally unacceptable. Whoever my account manager is will not be getting any positive feedback from me. FreshService executive team needs to examine if they truly value their customers by walking back on this change and find other more reasonable ways to increase profits.

The broader scope of asset discovery capabilities and updates to our pricing model are applicable to new customers from 03 April, 2025. These updates ensure comprehensive monitoring and management of your entire IT asset inventory.

Note: These changes would be gradually rolled-out to existing Freshservice customers by the account management teams. 

Updates to Managed Assets Pricing Model : Freshservice
I’m sure I read it was from renewal but I could mixed this with something ells. 

The information we have received is that for accounts with annual renewal, the new prices will be applied at the next renewal. For monthly accounts we have no further information as to when the new prices will be applied.

Thanks that is the info I have heard but no written confirmation. 

As an aside to the whole Asset limit Fiasco, I would love to know how tracking those digital assets is working out for you in general. This is something we’ve been trying to tackle, given the asset limitation, we may have to switch platforms. We were already considering it anyways as a means to consolidate software down.  

They have to walk this back, surely?! I can’t imagine how damaging this change will be to their business.

The asset management is simply not good enough for them to charge this price. We migrated from Asset Panda last year and simply put, was a much better product. It was the price that swayed us in the end. Needless to say we’ll be binning this off this year and returning to Asset Panda or similar. Strange move.

Hear, hear.

I’m four months into my yearly subscription and with this sudden definition shift not certain whether Freshservice can be trusted long term. I feel like I should have gone with Invgate at this point - and it’s not too late even...

Hello Refresh Community...I was contemplating on whether I wanted to chime in on this thread and this recent change to Asset Management within Freshservice...and the fact is that I think it is important that Freshworks hears the voice of the Community. This will be a huge blow to a number of customers, us included. It has sparked conversations that we did not expect to be having on what the future looks like with Freshservice.

I can agree with everyone here. This was an abrasive move by Freshworks and I have stated the same with our Account Manager and Customer Success Manager. What angers me about this move is that is can cause a serious disruption to how an organization stands up and maintaines their Configuration Management Database so that the inventory and information is available for the rest of the ITSM modules. Integrated tools are necessary to provide resilience and efficency for any IT orgnaization. So why go and make it hard to do so?

I want to say thank you to the members of this community for sharing their thoughts and I surely hope it lands on the ears of the people who are driving this decision.

Cheers!

We reached out to our account manager several days ago and they had no idea about this change and asked us to wait until the 14th for more information. Even refused to have a meeting with us. How can you release information like this without even talking to your own staff?

My company has already made the decision to pull the plug on the assets portion and look at competitors. We’re even considering moving platforms for our helpdesk. Double the cost for no additional features and terrible customer service is ridiculous especially when we don't use their probe or any other system for our assets beyond manually uploading.

Spoke to our account manager today and was told the first they had heard was from a customer. Its being reviewed at the top levels as its not been fully thought through I think. 

By our next renewal we will likely have 65000+ assets, 0 of which are from the probe, agent or any other discovery tool.

We use the system for Asset RECORDING (Purchase/replacement dates, supplier information, User allocation for retrieval upon departure), not automated Asset MANAGEMENT.

Exactly this!
Not sure Freshservice/Freshworks can be trusted at all now after this, the gatekeeping of core functionality like auditing behind the highest tier package and not allowing modules to be purchased individually but instead having to upgrade your entire package is bad enough but changing a feature that has always been free to an extortionate paid model with literally zero change or benefit to the customer and no communication whatsoever, even internally is absolute insanity!

If they’re going to alienate their customers like this now, what will they do in the future to try and force people to use their other paid systems?

How long is it until none of our Agents can reply to tickets because we didn’t buy their Freddy AI package, so instead we get charged per ticket response unless we buy something additional?

We got the notification email 2 days ago about this change and my renewal is April 16th.  This is a straight up money grab.  It will be a 100% cost increase for us.  I’ve been emailing my rep and they keep lowering the asset pack price.  I don’t have time to switch to something else before renewal so I told them to switch me to monthly.  We’re exporting all our assets except computers which will get us below our current asset pack amount.  Now we’re looking at completely replacing Freshservice all together.  As far as I’m concerned this rises to the level of breach of contract as we were given seven days notice prior to renewal this price change was going to occur.  To say I’m pissed is an understatement.

Well this was disheartening to read a couple days into my trial period. The fact that they haven’t even followed up with the community has made the decision for me. Looks like we’re going to pass.