Freshservice

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.

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.

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.

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 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Pourquoi passer à Freshservice

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'.

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice