Aperçu des avis des utilisateurs
En savoir plus sur Freshservice
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...
En savoir plusTous les avis sur Freshservice Appliquer les filtres
Parcourir les avis sur Freshservice
Tous les avis sur Freshservice Appliquer les filtres
- Secteur d'activité : Machines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
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
-
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
- Secteur d'activité : Administration publique
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
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
Les meilleures alternatives à 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
-
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 : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
You can do a lot of great things with Freshservice
Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.
Avantages
I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.
Inconvénients
The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.
- 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
-
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 : Gestion de l'enseignement
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
FreshService keeping ITSM fresh in modern systems
Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.
Avantages
The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.
Inconvénients
I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Freshservice is the best ITSM, our users love it!
After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.
Avantages
Ticket management is great by itself but if you uses it with workflow automation it's awesome.
You can configure as many user portal as you want and it was a requirement.
Inventory is also great module.
Project management help us not only in the helpdesk team but also in other areas of the department.
Inconvénients
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Alternatives envisagées
JiraPourquoi choisir Freshservice
OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.Pourquoi passer à Freshservice
It was the best option for us.- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Good value and easy to implement and use
We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.
Avantages
We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.
Inconvénients
Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.
Pourquoi passer à Freshservice
Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Excellent Freshservice Experience
Overall, I'm very pleased with Freshservice. It's made it easier to manage customer tickets, and the customer service has been fantastic.
Avantages
Freshservice is a great helpdesk solution that makes it easy to manage customer tickets. The interface is intuitive and straightforward, and the mobile app is a great option for on-the-go support. The customer service is also very helpful and has been able to answer any questions I have had.
Inconvénients
The pricing for Freshservice is a bit high for the features offered, and there have been some occasional glitches that caused some delays in customer response time.
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Managing helpdesk made easy
Avantages
Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place
Inconvénients
Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job!
- Secteur d'activité : Hôtellerie
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Freshservice - Fresh thinking, fresh system.
The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.
Avantages
Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.
Inconvénients
We have no real misgivings on Freshservice.

- Secteur d'activité : Comptabilité
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
-
Provenance de l'avis
Manage your tickets with Freshservice
Avantages
1. One of the best software for managing IT Tickets.2. Easy to use.3. The pricing structure is amazing.4. The search query feature is great.
Inconvénients
1. There are other tools in the market due to this is it is suffering.2. Sometimes it takes time to load tickets.
- 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
-
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
-
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
-
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
-
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.

- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Freshservice Review from a daily user and admin
My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly.
The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO).
Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.
Requesters have a very easy time creating a ticket in case of an incident.
While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests.
I would most certainly recommend this product.
Avantages
- Easy to use
- Good platform to manage incidents/problems/changes/releases as well as requests
- Good CMDB for managing company assets
- Pretty simple to perform administrative tasks
- Good customization
- Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.)
- Had good experience from Freshservice support staff
- Has the ability to integrate into your domain account via Single Sing-On (SSO)
- Good solution for storing your IT Support based knowledge base
Inconvénients
- Customization could be better in some areas
- Some changes require you to contact Freshservice support directly
- Digital asset management is a bit clunky
- Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users
- Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes
- Secteur d'activité : Construction
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Everything You Need In A Great Ticketing System
Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.
Avantages
There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated.
Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career.
Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect.
I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective.
Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this.
Lots to like here!
Inconvénients
There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
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
-
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
-
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
-
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 : Traduction et localisation
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Really gets the best out of your workforce
Avantages
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs. Can be very detailed with choices and customisable to suit any company needs.
Inconvénients
I do wish that there was an off-boarding feature for staff leaving to support the on-boarding feature already useable.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Jira to Fresh Service
Avantages
Fresh Service is a breeze to get off the ground. The sandbox functionality is cute, but leaves a lot to be desired in terms of what is managed by the testing/deploying of the sandbox to production.
Inconvénients
SSO User Provisioning is awful. We currently SCIM requesters into Fresh Service from Okta. It uses a third-party integration written by Effy? Why is user and group provisioning such a foreign concept in an already fleshed out application?