Avis clients sur Freshservice

4,5
Note globale
Avis

4,5
Note globale
Avis
Visiter le site Web

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 plus

Évaluations des fonctionnalités

Rapport qualité-prix
4,4
Fonctionnalités
4,3
Simplicité
4,5
Support client
4,6

Parcourir les avis sur Freshservice

586 avis sur 586
Classer par :
Nassima
  • 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
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
4

4
Publié le 06/03/2023

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.

Paleonum
Paleonum
  • Secteur d'activité : Biotechnologie
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
s/o
Fonctionnalités
4
Simplicité
4
Support client
s/o

5
Publié le 21/11/2023

Freshservice l'un des meilleurs

Mon expérience globale avec freshservice est bonne .

Avantages

Ce que j'ai le plus aimé chez freshservice est le faite que cela facilite le travail et est beaucoup plus accessible.

Inconvénients

Ce que j'ai le moins aimé chez freshservice est le faite que cela ne garantie pas toujours la capacité de paiement d'une partie .

Houenagnon Jules Vitale
Houenagnon Jules Vitale
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les mois pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
s/o
Fonctionnalités
4
Simplicité
5
Support client
s/o

4
Publié le 02/12/2023

Freshservice

Avantages

Freshworks a bien conçu cet outil parce qu’il nous aide à gérer à distance des problèmes et des améliorations aux entreprises à qui notre entreprise gère les solutions informatiques. À côté du service d’assistance de cet outil, son interface facilite la compréhension des choses le plus possible

Inconvénients

Freshservice peu être un peu coûteux pour ceux qu’ils ont un budget un peu limité parce qu’il n’est q’une des services qu’offre freshworks donc parfois certains compléments nécessitent d’autres services

Les meilleures alternatives à Freshservice

ManageEngine Endpoint Central

Jitbit Helpdesk

ayoub
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : Auto-entrepreneur
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
4
Support client
5

4
Publié le 30/08/2023

L’un des meilleurs outils pour la gestion du service d'assistance

Avantages

Freshservice fournit un système de gestion de billets simple qui permet une communication facile avec les autres utilisateurs.Superbe outil de helpdesk qui permet une utilisation agréable et un support client réactif.

Inconvénients

La configuration initiale est complexe.La conception des flux est conviviale mais avec trop de règles ce qui est un peu pénible.Le système de gestion de stock est peu fiable,La fonctionnalité de recherche présente quelques problèmes parfois.

Utilisateur vérifié
  • 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
Rapport qualité-prix
3
Fonctionnalités
4
Simplicité
4
Support client
5

4
Publié le 06/02/2023

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

Jackenson
  • 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
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

5
Publié le 13/01/2023

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

Erick
Erick
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 11/06/2021

Probably the best tool for Help Desk Management

This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Avantages

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Inconvénients

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Sarah
Sarah
  • 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
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
5

4
Publié le 19/06/2022

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.

Jake
  • Secteur d'activité : Production alimentaire
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

4
Publié le 21/10/2024

Freshservice Rocks

Overall, Freshservice is an incredible tool that helps simplify a lot of tasks related to ITSM. It still needs a bit more in terms of features, which I know the developers are constantly working on, and then it would be a 10/10.

Avantages

Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time

Inconvénients

Still missing features that would be useful.

Alternatives envisagées 

Jira, EV Service Manager et ServiceNow

Pourquoi choisir Freshservice 

Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice.

Logiciel antérieur 

EV Service Manager

Pourquoi passer à Freshservice

We found that the price and services fit the company better.
Laura
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
5
Support client
3

3
Publié le 20/09/2024

Freshservice has made managing IT requests a breeze. Highly recommended!

Avantages

The user-friendly interface and automation features have saved me time and effort.

Inconvénients

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Ashton
  • Secteur d'activité : Transport routier/ferroviaire
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4
Publié le 05/09/2024

A pretty solid tool for managing tickets

Freshservice, in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket.

Avantages

Freshservice has lots of features and tools to make managing tickets easy.

Inconvénients

Some small bugs/performance issues have been around since my company has been using them (over a year now)

Mikaela
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
3

5
Publié le 19/03/2024

Freshservice can help you work more efficiently.

If I have to make a new system choice today, I would choose Fresh again.

Avantages

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Inconvénients

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Freshservice

Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.
Utilisateur vérifié
  • 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
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 13/09/2022

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 

Jira

Pourquoi 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.

Logiciel antérieur 

Spiceworks Cloud Help Desk et OTRS

Pourquoi passer à Freshservice

It was the best option for us.
Eusoph
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

4
Publié le 17/08/2024

Fresh Service review

I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.

Avantages

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

Inconvénients

At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.

Romil
  • Secteur d'activité : Gestion de l'enseignement
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 03/04/2024

Great ITSM for Small team

Avantages

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Inconvénients

So far we are happy with the product and don't have anything to dislike about it.

Alternatives envisagées 

JIRA Service Management

Pourquoi passer à Freshservice

Easy to work with. There is no complexity compared to Jira.
Javier
  • Secteur d'activité : Électronique grand public
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
3
Simplicité
5
Support client
4

5
Publié le 25/09/2024

Freshservice is a lifesaver for keeping track of IT issues and requests!

Avantages

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Inconvénients

Reporting features could be more robust, and it lacks some advanced customization options.

Paul
  • 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 de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
3

4
Publié le 27/09/2022

FreshService is Great but not consistent

It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

Avantages

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Inconvénients

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Alternatives envisagées 

ServiceNow

Pourquoi choisir Freshservice 

KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.

Pourquoi passer à Freshservice

Previous experience using FreshDesk and how it was beneficial to our needs.
David
  • 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
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
5

4
Publié le 05/01/2023

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.

Renan
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
4
Support client
5

4
Publié le 24/05/2022

A review about fresh service

A solid product with excellent qualities that can help transform how teams work

Avantages

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc.

It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Inconvénients

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir Freshservice 

Several limitations on the platform that did not allow workflows to be created as desired.

Logiciel antérieur 

Jira

Pourquoi passer à Freshservice

We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.
Andreas
  • Secteur d'activité : Ressources humaines
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
5
Simplicité
5
Support client
2

5
Publié le 08/08/2023

I like the Produkt

Avantages

It is easy to use and i like the workflow automator

Inconvénients

Only indian support not able to understand them good

Alternatives envisagées 

JIRA Service Management

Pourquoi choisir Freshservice 

Because Track It do not support multible E-Mail accounts and no html mails

Logiciel antérieur 

Track-It!
Kathleen
  • 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
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
2
Support client
5

4
Publié le 03/11/2022

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.

Matthew
  • Secteur d'activité : Machines
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 20/05/2021

Freshservice

Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.

Avantages

For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.

Inconvénients

I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.

Timothy
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

5
Publié le 14/04/2021

FreshService provides many of ServiceNow level functions - but without the price tag

I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.

Avantages

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.

Inconvénients

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

Alternatives envisagées 

Dynamics 365

Pourquoi passer à Freshservice

FreshService has a significant focus on IT management, where D365 doesn't, so we didn't have to build out custom functionality with FreshService.
Aleksandr
Aleksandr
  • 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
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
3

4
Publié le 01/08/2019

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

Ehtesham
  • Secteur d'activité : Produits chimiques
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 06/10/2022

Freshservice - Mid Tier, but power packed like enterprise IT ITSM tool

Love it. We utilize Freshservice for our corporate helpdesk ticketing system.

Avantages

It is easy to create workflow and the navigation is easy to determine what you want to achieve / do. They have modernize the icons and look.

Inconvénients

Integration with outlook is not there - .ics calendar, easy guide on whatsapp API business - omnichannel should be included by default from Garden plans onward

Alternatives envisagées 

SysAid et Zendesk Suite

Pourquoi choisir Freshservice 

Need to have a proper ITSM tool

Logiciel antérieur 

Microsoft SharePoint
586 avis