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Methodology
Freshservice
4.6
( 1,147 )
Lucen Timeline
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At a Glance
Overview
Freshservice is a cloud-based IT Service Management (ITSM) and enterprise service management (ESM) platform that supports ITIL-aligned best practices. It combines ticketing, incident/problem/change/release management, service catalog and request fulfillment, self-service portal and knowledge base... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Lucen Timeline (formerly Office Timeline) is a timeline, roadmap, and Gantt chart creation tool that works as a PowerPoint add-in and as a browser-based online application. It helps teams turn project data into executive-ready visuals, with synchronization to sources such as MS Project, Excel, Sm... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Starter
$29.00
/ month
Growth
$59.00
/ month
Pro
$109.00
/ month
Enterprise
Contact Us
Free trial available
Free plan available
Billing type
Recurring Subscription
Free
$0.00
/ year
Lite
$108.00
/ year
Online — Premium
$149.00
/ year
Plus
$199.00
/ year
Expert
$249.00
/ year
Enterprise / Custom
Contact Us
Pros and Cons
- Comprehensive ITIL process coverage (Incident, Problem, Change, Release, CMDB) in one platform
- Strong workflow automation / orchestration features with predictable transaction-based pricing
- AI-powered virtual agent (Freddy) and copilot with multilingual support and human escalation paths
- Flexible licensing with Day Passes for occasional agents and differentiation between business/regular agents
- Large ecosystem of integrations and apps via Freshworks Marketplace
- No on-premises deployment option (cloud-only)
- Many advanced modules require Pro or Enterprise tiers, increasing overall cost for full feature sets
- Some features (e.g., certain change risk assessments/surveys) noted as planned/future releases
- Limited visibility into monthly-billed prices and monthly billing can be significantly higher
- Some UI customization flexibility is limited (e.g., sidebar order)
- Deep PowerPoint integration—build visuals without leaving slides.
- Strong import & sync with multiple data sources (Excel, MS Project, Smartsheet, Jira, Wrike).
- Dependencies, critical path, swimlanes and styling for professional timelines.
- Browser-based version provides cross-platform access.
- Enterprise deployment options and corporate licensing guidance.
- No built-in resource management or workload balancing features.
- Progress tracking (percent-complete / baseline comparisons) is limited or only available in highest tiers and not fully documented.
- No explicit notifications/alerts functionality documented.
- PowerPoint add-in functionality is Windows-focused; Mac parity not clearly verified.
Reviewer's Segments
Small Business
18.31%
Mid Market
61.9%
Enterprise
19.79%
Insufficient data to show segment split
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Live Online
- Videos
- Documentation
- Live Online
- Videos
Integrations
Total integrations:
14
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Jira
- Microsoft 365
- ServiceNow
- Slack
- Smartsheet
- Wrike
Total integrations:
3
- Box
- DocuSign
- Dropbox
- Eset Endpoint Antivirus
- FreshBooks
- Freshdesk
- Freshdesk Contact Center
- Freshteam
- Google Workspace
- Helpdesk
- Jira
- Microsoft 365
- ServiceNow
- Slack
- Smartsheet
- Wrike
Top Alternatives
Categories
No common categories found.
Company Details
- By Freshworks Inc.
- Located in San Mateo, California, United States
- Founded in 2010
- By Lucen Software
- Located in Bellevue, Washington, USA
- Founded in 2012
