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 : Biotechnologie
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
-
Provenance de l'avis
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 .
- 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
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
- 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
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.
- 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
- 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
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.
- 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 : Production alimentaire
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
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.
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 ManagerPourquoi passer à Freshservice
We found that the price and services fit the company better.- 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
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.
- 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
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)
- 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
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 SuitePourquoi passer à Freshservice
Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.- 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 : 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
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.
- 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
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 ManagementPourquoi passer à Freshservice
Easy to work with. There is no complexity compared to Jira.- 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
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.
- 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
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
ServiceNowPourquoi 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.- 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 : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
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 SuitePourquoi choisir Freshservice
Several limitations on the platform that did not allow workflows to be created as desired.Logiciel antérieur
JiraPourquoi passer à Freshservice
We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.- 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
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 ManagementPourquoi choisir Freshservice
Because Track It do not support multible E-Mail accounts and no html mailsLogiciel antérieur
Track-It!- 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 : Machines
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
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.
- 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
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 365Pourquoi 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.- 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 : Produits chimiques
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
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