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 système de cas d'assistance, un portail en libre-service et une base de connaissances. La solution fournit également une application mobile pour iOS et Android qui permet aux administrateurs informatiques de répondre aux demandes à distance. Freshservice fournit des composants conformes à l'ITIL (Information Technology Infrastructure Library) qui aident les administrateurs à gérer les actifs, les incidents, les problèmes, les modifications et les versions. Le composant de gestion des ressources aide les entreprises à contrôler leurs ressources informatiques. Des ressources logicielles/matérielles peuvent être ajoutées, balisées, suivies et défaites, garantissant ainsi la visibilité et une meilleure utilisation des ressources. Freshservice propose également un module de gamification nommé "Arcade". Ce module permet aux agents du service informatique de gagner des points et de gamifier les tâches informatiques. La solution permet aux administrateurs de générer des rapports prédéfinis concernant les incidents et les changements à l'aide d'une gamme de filtres. Freshservice peut être intégré à des applications tierces afin de gérer le centre de service. Freshservice est disponible sur abonnement annuel comprenant une assistance par e-mail et par téléphone.
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Freshservice - Prix

Freshservice n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de Freshservice est disponible à partir de 19,00 $US/mois.

À partir de :
19,00 $US/mois Consulter les tarifs
Version gratuite :
Non
Version d'essai gratuite :
Oui

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Freshservice - Avis

Évaluation des fonctionnalités

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

Olly
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 5 001-10 000 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

4
Publié le 12/10/2022

Best ITSM / ESM tool out there

We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator.

We were able to get up and running with Freshservice with only 3 months for planning, build and implementation.

Avantages

- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well

Inconvénients

- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling

Alternatives envisagées 

ServiceNow

Pourquoi choisir Freshservice 

- Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time.

Logiciel antérieur 

JIRA Service Management

Pourquoi passer à Freshservice

- ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice
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.

Logiciel antérieur 

KACE

Pourquoi passer à Freshservice

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

5
Publié le 27/09/2022

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.
Rob
  • Secteur d'activité : Édition
  • 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
5
Simplicité
5
Support client
5

5
Publié le 27/09/2022

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 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.

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