Avis clients sur Freshservice

Examen Freshservice du système de gestion interne des tickets de Gehan Homes

Commentaires : 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.

Freshservice l'un des meilleurs

Commentaires : 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 .

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

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.

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

Freshservice one to logiciel

Commentaires : 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

Simple to use and has all the features you actually need.

Commentaires : I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Avantages :

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Inconvénients :

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Freshservice is the best ITSM, our users love it!

Commentaires : 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 précédemment : Jira et ManageEngine ServiceDesk Plus

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.

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

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.

Good value and easy to implement and use

Commentaires : 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.

Alternatives envisagées précédemment : HappyFox Help Desk, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, Vivantio et Zendesk Suite

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.

A user-friendly all-in-one solution for the servicedesk

Commentaires : 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 précédemment : 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.

An excellent customer service tool, Freshservice

Commentaires : We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Avantages :

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Inconvénients :

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

Manage your IT Service Desk, Freshservice gets it done

Commentaires : Great! IT Service Management has become lot easier with freshservice.

Avantages :

Ease of use, cross platform compatibility, multiple channels of support available.

Inconvénients :

Needs to be more flexible and feature rich in work automations and customized fields.

Alternatives envisagées précédemment : iTOP

Pourquoi passer à Freshservice : because it was more feature rich as compared and a paid product with support

Freshservice - Fresh thinking, fresh system.

Commentaires : The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.

Avantages :

Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.

Inconvénients :

We have no real misgivings on Freshservice.

Freshservice has made my IT management a breeze. It's user-friendly and efficient.

Avantages :

The ticketing system is organized and easy to use. The automation features save me time.

Inconvénients :

The reporting feature could be more customizable. The mobile app needs improvement.

User-friendly and Organized

Avantages :

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Inconvénients :

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

Freshservice Review

Commentaires : We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Avantages :

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Inconvénients :

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Alternatives envisagées précédemment : Jira et Zendesk Suite

Pourquoi passer à Freshservice : At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

Avantages :

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Inconvénients :

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Great IT software

Commentaires : love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

Avantages :

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

Inconvénients :

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

Easily worth the price compared to free ticket systems

Commentaires : Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

Avantages :

Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.

Inconvénients :

The settings/configuration is not super intuitive.

Alternatives envisagées précédemment : Kaseya VSA et Autotask PSA

Pourquoi choisir Freshservice : Lack of features

Logiciel antérieur : HESK

Pourquoi passer à Freshservice : Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)

Freshservice

Commentaires : 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.

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

Commentaires : 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 précédemment : 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.

Everything You Need In A Great Ticketing System

Commentaires : Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.

Avantages :

There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career. Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect. I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective. Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this. Lots to like here!

Inconvénients :

There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.

Feature packed ITSM which has room for improvement.

Commentaires : Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.

Avantages :

Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Inconvénients :

Reporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

Good, but not quite great

Commentaires : FreshService is definitely an improvement over our previous system, and we like it, but it's not all it could be. That said, they make frequent updates and are noticeably trying hard. It's a good solution for the money, but if you have the budget and want robust project management, change management, knowledge base, asset tracking inventory features, there are likely better solutions

Avantages :

The FreshService implementation team was very easy to work with and provided excellent customer support. They did a great job of keeping us on the timeline we had set. General tech support is very good as well. I always get a response within a day. I've also enjoyed working with their robust API so that I can make customizations. The ticketing system, which is by far the most commonly used feature, is excellent.

Inconvénients :

The knowledge base feature leaves some things to be desired. There is no ability to create a template so that multiple people can write articles with a consistent look. The user side can be customized with Javascript and CSS, but the agent side can't be. The result is that knowledge base articles look different, depending on who is looking at them, and whether the article content is included in an e-mail or being accessed from a URL. The project management feature is confusing and not particularly intuitive. Especially when it comes to altering dates for tasks that must happen in a sequential order.