I asked the following on Tuesday to the Freshservice support:
It has been another month without any updates. The pricing on the website hasn’t changed. Can you provide any info on what the plan is with the Asset Management pricing, or when we will receive more info? I need to make a decision on what software we will use in the future.
and got this answer from the Freshservice support:
Hi Menno,
We don’t have an official update just yet, but I want to assure you that the feedback has been well-received, and we’re actively working toward a more balanced solution.
It's frustrating that this is taking more than 2 months and that there is no indication on when we can expect a decision/update.
Could someone finally provide some clear information? Just moments before the announcement about changes in Asset calculations, we made the decision to start developing them - and since that announcement, everything has been put on hold. We're wasting our time and delaying progress, because no one will move forward with the work without knowing what potential costs might be involved.
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.
Hi @venkat.balasubramanian ,
Given the sentiment and concern surrounding this change in the Freshworks community, I believe it would be beneficial to provide an update. Do you have any new information regarding this product change that you can share following your last update in May?
@Kamakshi V
Hi @venkat.balasubramanian and @Kamakshi V,
The end of July and we don't know what to say to existing Freshservice customers when it comes to renewal and assets need to be discussed.
I think we need a formal and official statement from Freshworks about this situation so that we know where we stand and can speak with confidence to our existing customers.
Regards
Hi @venkat.balasubramanian and @Kamakshi V,
The end of July and we don't know what to say to existing Freshservice customers when it comes to renewal and assets need to be discussed.
I think we need a formal and official statement from Freshworks about this situation so that we know where we stand and can speak with confidence to our existing customers.
Regards
Yup 100%. I’m not sure if my next renewal is going to be 4x the cost or not? My rep is not able to clearly answer my questions. I need clear answers so that I can make a informed decision.
Any update on this @Kamakshi V ?
Hello Folks!
I understand that you’ve all been waiting for updates, and I want to reassure you that the Freshworks team is actively reviewing this and working towards providing an official update soon. While we don’t have the official update just yet, I want to emphasize that you’ll be hearing something very soon.
In the meantime, I’m continuing to communicate the challenges you’ve been facing to the Leadership team (trust me, every comment in this conversation is being passed on to the leaders!), especially regarding the decisions you need to make while awaiting these updates.
Thank you all so much for your patience and understanding. Your cooperation is truly appreciated, and we are fully committed to keeping you informed every step of the way.
Hey @Kamakshi V ,
Just thought I’d seek an update as I know you said we’ll be hearing something very soon, but it’s been almost a month since that post so if you could clarify what that timeframe would be that would be greatly appreciated.
Thanks
Day 69 of asking for an update to this.
Thank you.
I will echo these comments. We signed a good sized deal with FreshWorks for FreshService this year and were lucky enough to get just enough additional funding a few months later to cover our assets. This will be a deal breaker for us.
Hello all,
Our team is in final stages of closing on the decision, and an official update will be rolled out within the next 1–2 weeks. Thank you so much for your patience and understanding over the past months.
It’s been 133 days since the initial announcement of the delay. Thats a whole quarter with no substantial updates aside from “just wait.” Pretty unacceptable imo.
Hello all,
Our team is in final stages of closing on the decision, and an official update will be rolled out within the next 1–2 weeks. Thank you so much for your patience and understanding over the past months.
Hoping it’s a positive decision for Freshworks/Freshservice customers and not just a positive decision for Freshworks board members.
Making another mistake here will surely cost Freshworks a lot of business going forward.
I am eager to find out what the end result will be. I’m maybe a smallish SME customer, but this effectively encouraged me to go from an Enterprise to Pro subscription and not add another seat to the platform. Budgets are tight and choices have to be made.
I get that costs have increased across the board in IT, but I’d rather have an unlimited CMDB than Freddy AI. I’d rather have my orchestration transactions limited than my CMDB limited due to pricing concerns.
