Hello folks!

Just wanted to step in and say—please be assured that I’ve shared everything you’ve raised here with the internal teams and am making sure your voices are being heard.

While I don’t have immediate answers just yet, the team is aware of the concerns. I’ll keep you posted as soon as I have any updates.

Hopefully customers get listened to though judging by the marketing webinar I just received, it doesn’t look like customers will be listened to at all, seems it is solely about pushing the internal solution and charging as much money as possible.
 

Not good.

I would say the largest problem here is no one anyone has spoken to has answers, from our own account managers to the support team. 

The very fact that information cannot be distributed properly throughout FreshWorks is a major concern and this is not the first time its happened. It took a month to get proper information about the reporting changes when it was implemented out of the blue as well. This does not foster a trusting business relationship and shows that FreshWorks is not a reliable vendor.

What’s failing to be heard is you are increasing costs and adding ZERO value.  The assets I manage have zero impact on on my infrastructure and don’t need a “Fresh Approach”.  Monitors, docks, security tokens, hotspots, smartphones, etc. don’t need a fresh approach.  They’re not discoverable, I don’t need to audit them and they’re static entities that all I care about is who they are assigned to.  That’s it.  

I’m only 6 months into my contract and we literally just got his rolled out at the start of last month. The big reason for me to pick Freshservice was cost. To say I am pissed is an understatement they should have provided advance warning to this.  If anything I will be forced to spend the extra money to stay for a year and switch to a new platform.  I don’t see the value in this insane price jump.

We’re in a three-year agreement but are being asked to pay for multiple asset packs- not at renewal but now.  

We met with our representative, and they are expecting us to add asset packs or they will move our assets to trash “eventually” but not before the “end of May”.

These purchased asset packs would need to cover essentially every asset regardless of how it was added/ingested.

I would outreach to your representative now to begin the conversation.

I love how they are moderating this post and not approving all replys.

Hey ​@jcapitan-shoreline 

Your post has been approved and is already live. We’re not gating any comments here. Sometimes, the platform’s keyword filter automatically flags certain replies for review but that’s a system-generated action, not intentional moderation.

I want to reassure that this community is a space for you’ll to have open and honest dialogue. I’m actively sharing all your feedback with my leadership team, and it’s currently being reviewed. 

I wanted to share my thoughts on Zachary's point regarding the importance of customer awareness, particularly when it comes to pricing changes. I completely agree that such changes need to be communicated with ample notice to our customers. This way, we can avoid any feelings of them being ambushed or having to deal with unexpected and unbudgeted costs.

However, after reviewing the changes and there impact at the enterprise level, I believe that pricing still remains exceptionally cost-effective, especially when compared to transitioning from Freshservice to nearest comparison in ServiceNow which would charge significantly more for the Asset features within ITAM.

The scope increase is the bigger impact because as many people have pointed out it’s the biggest change in price. A sudden shift from only managed asset to ALL assets really ramps up the cost. They should offer an excluded class of non-managed assets so people can do super basic inventory and assignment tracking.

I’m not sure if a comparison to ServiceNow is a fair one. ServiceNow is famously the most expensive platform out there. My company doesn’t use FreshService at the enterprise package, nor do we use any of the discovery agents. For a ITAM platform we only manually upload and track our assets, with very little automation. It’s simply not worth double, or even half the cost of the agent licenses. FreshService needs to rethink how this change fits this into their pricing tiers or pricing altogether. To go from paying nothing for the ITAM to 15-20k in addition to licensing is ludicrous and makes half the platform unusable.

I’ve also been in talks with several other platforms, some comparable to FreshService, who have been much more amenable and lower in cost. I’m not sure if listing these platforms would be considered “advertising” so I won't but they’re quite easy to find with a simple google search.

Our rep stated it would begin at renewal, which is in June for us. This still isn’t enough time to announce such a major change in pricing, and they should delay this for another 6 months to a year. However, if you have a 3-year contract with them, I’d suggest you have a legal team review it. 

Hi Everyone  

My name is Venkat Balasubramanian, and I lead the Product team for Freshservice. On behalf of the entire Freshworks team, we sincerely apologize for the concern and disruption caused to some of you by our recent asset pack definition update. Our communication fell short of what you deserve as valued customers. 

We are pausing the rollout of the updated asset pack definition for existing Freshservice customers. During this time, the original definition and associated pricing will remain in effect, while we revisit our approach.

We’ll use this opportunity to listen to your feedback and develop a balanced solution that aligns with both your expectations and our platform's evolving capabilities. We commit to returning with a clear plan that puts your needs at the center.

Thank you for your candid feedback and for being part of our community. We'll follow up with additional details soon. For further information, please contact your customer success manager or support@freshworks.com.