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Freshservice est une solution cloud de service d'assistance informatique et de gestion des services qui permet aux entreprises de simplifier leurs opérations informatiques. La solution offre diverses fonctionnalités, notamment un...
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- Secteur d'activité : Machines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Assistance informatique rationalisée avec des problèmes mineurs
J'ai eu une expérience plutôt positive avec Freshservice. La plate-forme m'a permis de gérer et de suivre les problèmes informatiques plus efficacement, ce qui a entraîné une efficacité accrue au sein de mon équipe.
Avantages
J'utilise Freshservice depuis un certain temps maintenant, et je dois dire que je suis impressionné par son interface intuitive et ses fonctionnalités robustes. Je trouve les capacités d'automatisation particulièrement utiles pour rationaliser nos processus de support informatique.
Inconvénients
Cependant, j'ai rencontré quelques problèmes avec Freshservice. J'ai remarqué que leur application mobile devait être améliorée en termes de stabilité et de fonctionnalités.
- Secteur d'activité : Machines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Examen Freshservice du système de gestion interne des tickets de Gehan Homes
Nous sommes satisfaits des capacités de gestion des tickets et de suivi des actifs de FreshService, ainsi que de son prix abordable et de son excellent support client.
Avantages
FreshService fournit un système de gestion des tickets simple et convivial qui permet une communication aisée avec les utilisateurs finaux.
Inconvénients
Le système de gestion des stocks peut ne pas être fiable, avec des problèmes occasionnels avec la fonctionnalité de recherche.
- Secteur d'activité : Assurance
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Gestion de parc informatique simple
Avantages
Superbe outil de gestion de parc informatique et de help desk. Utilisation intuitive, support client réactif
Inconvénients
Prise en main du logiciel difficile au depart
Les meilleures alternatives à Freshservice
- Secteur d'activité : Administration publique
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Freshservice one to logiciel
Pour l'instant se correct, et j'espère que le service restera comme ça
Avantages
J'apprécie la façon que freshservice aidé les entreprises et protéger les produits
Inconvénients
Non pour l'instant je suis satisfait de freshservice

- Secteur d'activité : Vente en gros
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Simple to use and has all the features you actually need.
I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.
Avantages
Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.
Inconvénients
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
- Secteur d'activité : Génie civil
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Freshservice Review
We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
Avantages
Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.
Inconvénients
Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)
Pourquoi passer à Freshservice
At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Great for customer support ticketing and tracking
We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools.
Avantages
Simple layout, easy setup, very functional for support ticketing and tracking.
Inconvénients
While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Great software, spotty support
I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way.
On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!
Avantages
FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.
Inconvénients
Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Works wonderfully for automation and workflow
Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.
Avantages
Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.
Inconvénients
While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.
- Secteur d'activité : Édition
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
A user-friendly all-in-one solution for the servicedesk
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
Avantages
The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.
Inconvénients
You cannot change the webportal to your liking unless you have webdesign skills.
Alternatives envisagées
ServiceNow Customer Service ManagementPourquoi choisir Freshservice
CostsLogiciel antérieur
TOPdeskPourquoi passer à Freshservice
Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Favorite ticketing solution so far
Overall I am very happy and don't have any plans to change the product
Avantages
I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF
Inconvénients
The Admin setting section is hard to navigate through sometimes and hard to find settings I want
Alternatives envisagées
Zendesk SuitePourquoi choisir Freshservice
Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash oftenPourquoi passer à Freshservice
Better pricing and ticked all the requirements we were after- Secteur d'activité : Impression
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Freshservice Helpdesk/Asset Management Review
Overall experience has been great. The product continues to evolve as well.
Avantages
This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.
Inconvénients
Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.
Alternatives envisagées
ServiceNow Customer Service ManagementPourquoi choisir Freshservice
Freshservice had many more features available. It was the right choice to fit our growing business.Logiciel antérieur
SpiceworksPourquoi passer à Freshservice
Functionality and Price- Secteur d'activité : Psychologie
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
The best helpdesk software I have used
Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened).
Avantages
I love the automation and customization that is possible.
Inconvénients
The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.
Pourquoi choisir Freshservice
We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.Logiciel antérieur
Spiceworks- Secteur d'activité : Équipement et fournitures de bureau
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
It's not just a one-size-fits-all solution, but can be tailored to fit our specific needs
Despite these setbacks, Freshservice has been an overall positive experience for our team. Its versatility and powerful features make it a great choice for IT management.
Avantages
Freshservice has been a valuable tool for our IT management, offering ease of use, customization options, and a helpful self-service portal. The detailed reporting and effective communication channels have made a big difference for our team.
Inconvénients
At times, customer support can be ineffective and some fields may be confusing to fill out.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Freshservice Review
I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.
Avantages
Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.
Inconvénients
I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.
Pourquoi choisir Freshservice
Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.Pourquoi passer à Freshservice
Cost and ease of customization- Secteur d'activité : Construction
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
FreshService Internal Ticket Management System for Gehan Homes
We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.
Avantages
Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.
Inconvénients
The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.
Pourquoi choisir Freshservice
ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.Logiciel antérieur
ManageEngine Endpoint CentralPourquoi passer à Freshservice
Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Easily worth the price compared to other ticket systems.
Avantages
After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice.
The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company.
There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets.
The support and technical staff are excellent and an example for other companies!
Inconvénients
The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.
Pourquoi passer à Freshservice
Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Happy with Freshservice
Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.
Avantages
I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.
Inconvénients
I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.
Alternatives envisagées
TOPdeskPourquoi choisir Freshservice
I needed an all in solutions with assest management, change and problem managementLogiciel antérieur
FreshdeskPourquoi passer à Freshservice
Price- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
FreshService is great for IT ticketing, terrible for project management
I dislike this tool and am ready to find a new solution.
Avantages
It has made our issue and service intake much cleaner and easier since we have a ticket users can submit requests through and it gets sent to our team members as required.
Inconvénients
Our team has been using FreshService for over a year now, and while it has made our issue and service intake much cleaner and easier, it is awful to use for project management. It is not intuitive, we have to remember all sorts of details to ensure our message gets through to team mates' emails, the calendar is not helpful, and we waste time by using this tool.
- Secteur d'activité : Automobile
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Hard to find something better
Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.
Avantages
The vast number of features presented for a fair price. New features and enhancements are being made constantly.
Inconvénients
Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructu...
The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.
Avantages
It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.
Inconvénients
Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Great Help Desk Software, Particularly For Time Pressed Admins
The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.
Avantages
SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.
Inconvénients
Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Easy to use and flexible ticketing system
Avantages
Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then.
Inconvénients
It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.
- Secteur d'activité : Services environnementaux
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Good solution, quirky business.
We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.
Avantages
Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.
Inconvénients
Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.
- Secteur d'activité : Produits pharmaceutiques
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
An ITIL web-based help desk with effective ticketing and financial services
FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. 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.
Avantages
FreshService serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team.
Inconvénients
Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords.