Avis clients sur Freshservice

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.

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.

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

Avantages

J'apprécie la façon que freshservice aidé les entreprises et protéger les produits

Inconvénients

Non pour l'instant je suis satisfait de freshservice

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.

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)

Alternatives envisagées 

Jira et Zendesk Suite

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.

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.

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.

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.

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 Management

Pourquoi choisir Freshservice 

Costs

Logiciel antérieur 

TOPdesk

Pourquoi passer à Freshservice

Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.

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 Suite

Pourquoi choisir Freshservice 

Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash often

Pourquoi passer à Freshservice

Better pricing and ticked all the requirements we were after

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 Management

Pourquoi choisir Freshservice 

Freshservice had many more features available. It was the right choice to fit our growing business.

Logiciel antérieur 

Spiceworks

Pourquoi passer à Freshservice

Functionality and Price

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.

Alternatives envisagées 

Jira, Zoho Desk, ServiceNow et Zendesk Suite

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

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.

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'.

Alternatives envisagées 

ServiceNow Customer Service Management et Zendesk Suite

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

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.

Alternatives envisagées 

Spiceworks, ServiceNow, ManageEngine Endpoint Central et Zendesk Suite

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 Central

Pourquoi 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.

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.

Alternatives envisagées 

Jira, TOPdesk et Zendesk Suite

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.

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 

TOPdesk

Pourquoi choisir Freshservice 

I needed an all in solutions with assest management, change and problem management

Logiciel antérieur 

Freshdesk

Pourquoi passer à Freshservice

Price

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.

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.

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.

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.

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.

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.

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.