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
Prix :
- Sprout - $0 - Gratuit à vie jusqu’à 3 agents et jusqu’à 100 actifs gratuits - Blossom - $29 /agent/mois - Garden - $49 /agent/mois - Estate - $79 /agent/mois Pour les plans Blossom, Garden et Estate, vous pouvez acheter des actifs supplémentaires à 20 cents/actif/mois. Voir les tarifs
Version gratuite :
Non
Version d'essai gratuite :
Oui

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Freshservice - Avis

Évaluation des fonctionnalités

Rapport qualité-prix
4,5
Fonctionnalités
4,3
Simplicité
4,6
Support client
4,6
5 avis sur 437 Afficher tous les avis
Erick V.
  • 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 H.
  • 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.

Utilisateur vérifié
  • Secteur d'activité : Conseil en gestion
  • Taille de l'entreprise : 201-500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
1
Fonctionnalités
1
Simplicité
3
Support client
4

2
Publié le 13/06/2017

No bang for the buck, an overpriced form submission tool that disappoints in reporting and...

Avantages

Friendly user interface.
Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.)
Plenty of fields to configure for more complex workflows.

Inconvénients

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs")
No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead.
Reporting is practically inexistent.
REST API not covering many functions and object attributes. (You cannot substitute reporting externally.)
HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles)
No access to the file and image repository.

Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet.
I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to.
You might as well do that with a forms tool readily available on the internet.

Renan S.
  • 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

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.
Tom L.
  • 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
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 20/05/2021

Freshservice Review

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

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'.

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

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