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Tous les avis sur Freshservice Appliquer les filtres
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Good - but lacks number of features for sofware development cycle
Nice to manage your tickets without much hassle
Avantages
Ease of use and email integration
Reports and Workflow
User Creation
Rule engine is good, some more customisation would be good to have
Inconvénients
Too Costly
To many plans
creates duplicate tickets at times
search is not consistent
Custom Status Control are limited - like does not have a CANCELLED Status - neither u can create the same
- Secteur d'activité : Services aux consommateurs
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Decent since switch over
Avantages
Major improvements since when I had checked it out and tried before when it was FreshWorks.
Inconvénients
Support and lack of customizing options now with being all cloud based
- Secteur d'activité : Divertissement
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Complete helpdesk
Avantages
Freshservice is easily scalable and offers a smooth initial integration
Inconvénients
There have been several cases where we had to deal with duplicate records of tickets
- Secteur d'activité : Hôtellerie
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
we started using freshservice to organize the IT problems and tasks in the company and it...
Avantages
its easy to use, manage and highly configurative, its gives you a good display of all of the on going tickets and tasks that you have and resolved.
Inconvénients
i really love this software and i didnt found something that i consider as a con, the only thing that i could think of adding to this product is a support and guides via video chat and video manuals.
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Provenance de l'avis
Grub Stub
A great product, there are a few issues which would make it a lot better, please feel free to expand on these further.
1.) Ability to have internal ticket creation i.e. without informing the customer without closing a ticket.
2.) Better integration with other apps.
3.) Bug reporting integration inbuilt not an additional paid option
4.) Custom Categories on ticket creation and grouping
5.) Ability to run locally on machine as app none reliant of internet connetcivity
Réponse de Freshworks
Thank you very much for your review, Darren.
We are working on the features you have pointed out, & you'll get a mail soon with individual responses to your queries.
Shihab Muhammad
Product Manager, Freshservice.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
easy to configure easy to use and integrates with systems really well
Avantages
Asset management through the app works really well I like the barcode scanning function and the domain scanning ability with the agent probe I like how I can scale it down to a single folder on my active directory control panel
Inconvénients
I wish you could do more with the customization of ticket templates for specific groups within the system
- Secteur d'activité : Meubles
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
It became pretty much easier for us to organize our incidents.
Easy to use, perfect to organize our tickets and always get quickly answers for the users.
Avantages
Easy to find everything you need on it. No one had trouble using it. Everyone is enjoying the way it works.
Inconvénients
We still haven't found any cons about Freshservice here. Actually we're using the free version, but looking forward to buy a license until the next month.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
The user interface is easy to work with.
It helps to streamline the type of work I have to do on a daily basis, and makes it easy to collaborate with my fellow teammates across the globe.
Avantages
Navigation is easy and I can find what I need without digging in too much. The layout is not convoluted.
Inconvénients
I really have nothing negative to say. The software and it's user interface are pretty solid and easy to use.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Awesome! The Freshservice software and team have been great!
Avantages
The customer support is fantastic, thank you, Akshay & team! Also, Freshservice is easy to use on both ends of the recruiting process, I've heard great feedback from clients & RCs.
Inconvénients
Overall, the Freshservice software is amazing! I find any issues we run in to the Freshservice team is quick to resolve or find a solution.
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
For the price the best you can get
Avantages
Freshdesk is a very complete and modern suite. It's easy to understand, integrates with multiple services and is very competitively priced.
Inconvénients
In some cases it's not as flexible as the bigger names. Hardly any customisation in workflows for instance. For small companies that need straightforward helpdesk software it's fine.
- Secteur d'activité : Automobile
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Excellent software for an SMB.
Complete tracking of my day to day schedule.
Avantages
The cost, you can't go past it. For a piece of software that does not cost a thing, it is a great assest to any SMB that has less than 3 team members monitoring the IT systems.
Inconvénients
There isn't a thing I don't like about it. I haven't come across one thing that I am not impressed with.
- Secteur d'activité : Services et technologies de l'information
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Issue was looked into very promptly and support is still on going
Avantages
Very informative, and due to using on a daily bases can browse different areas with great ease and also find what I need almost instantly.
Inconvénients
currently due to using application on a daily bases there is nothing I can comment on that is classed as a CON due to ease of use and very informative application and data entry
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
User experience is great using Freshdesk
Avantages
Freshdesk brings innovation to manage customer queries and manage assets. It helps to get timely notification and hence replying queries got easier.
Inconvénients
Freshdesk is not able to scan the information in an IP phone. Reporting can be more customization. Right now its very static and does not support NLP based reports.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Nice product, easy to use and integrate
Avantages
Integration into our environment and ease of use along with the capability to have a large capacity to make changes as we need. Nice product
Inconvénients
Email group control needs to be worked to allow more than one tier, so we don't have to send out email notifications to all levels of support teams when a ticket comes in.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé Autre pendant Essai gratuit
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Provenance de l'avis
Terrible Customer Support & Software
I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them? They said I was no longer allowed to use their software as I violated some policy in which isn't listed on their website
Avantages
I like the interface of the software. I also loved that they offer a supervisor rule and dispatcher rule within the product so I can customize things to run the way I need them to.
Inconvénients
I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support.
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Provenance de l'avis
Brilliant!
Working for a small London based Music Therapy Charity - I inherited the existing Spiceworks Helpdesk, which was functional, but fairly useless. We've just switched to FreshService and are currently using the free service which is ideal for us.
Quite frankly, this is one of the best bit's of helpdesk software that I've ever come across, much better than many of the paid services that I have used in all my years in I.T. and support is quick and helpfull.
It's customisable and flexible to an amazing degree and we are only scratching the surface with some of the features and new features seem being added all the time.
Impressed! Try it!
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Just using it for 3 weeks as an administrator and comes up as very user friendly
Avantages
An agent who started this week started using it at his first day. Whit 1 hour training he could start using Freshservice ticketing. Very intuitive and easy to use.
Inconvénients
Currently there is no translate possible inside Freshservice, it's available in Freshdesk. If I'm well informed they are working on it.
- Secteur d'activité : Internet
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé toutes les semaines pendant Essai gratuit
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Provenance de l'avis
Freshservice gives very accustomized service
Avantages
Customer support is great, it is ease of use, and has very nice layouts in general.
Inconvénients
For helpdesk customization some improvements are needed.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
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Provenance de l'avis
Great product easy to use!
Freshservice has been really simple to setup and is extremely easy to use.
We liked the idea of being able to create tickets, by simply sending an email to our helpdesk.
We are also planning on implementing the asset management portion of the program shortly.
I would defiantly recommend this program.
Michael Mejia
J.K Residential Service Inc.
Inconvénients
None so far!
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
very helpful for work flow and issue management
Avantages
you can Automate how you track common issues and requests all in one central place, route tickets across multiple departments. Creates unlimited User Defined fields and sets up as many processes as you need. You get detailed reporting, assign issues to the right team member, and view progress all in one tracking application.
Inconvénients
Sometimes we'll get customers that want to compliment or make a complaint another employee. At times we couldn't find the employee in system to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Freshservice Review
Avantages
What I like about this it is easy to use, very user friendly. And it also has a free plan who supports the huge number of users.
Inconvénients
Not as much major complain so far. I just like to improve the design and a bit laggy and I would love it to have a more accessible mobile app.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Simple to use. Great alternative to Salesforce.
Avantages
Very simple and intuitive interface. Also simple to configure. I don't feel overwhelmed like I do when looking at Salesforce.
Inconvénients
It seems like they could use some more URL query-string functionality like searching by query string for easier integration to our other systems.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
It pretty much help us keep track with the task at hand as well as what being done by our...
Avantages
Easy to be use and navigate
Ticket being stacked nicely and can be merge unlike some other ticketing services
Inconvénients
Lack of remote service integration unlike Freshdesk
Lack of customization for Canned Response placeholder
Lack of customization for Service Catalog items
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Easy to setup and begin using.
The ability to maintain and manage tickets in-house.
Avantages
User friendly, ability to setup and customize Freshservice without training, and support is outstanding.
Inconvénients
Would like to see some added features like the ability to add an event (not just a task or change) to the calendar.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
User friendly
Avantages
Track what agents are working on and from which departments are submitting tickets. Users and submit tickets via email.
Inconvénients
Does not show total of all tickets (open and closed) on dashboard. Due date does not update when estimated completion date is updated.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Haven't used it much yet
Avantages
Easy to manage ticket, hardwate, software and changes we so. Everything is at one place. Don't have to go to different sites .
Inconvénients
The user interface could have been better. Still a lot of issues with integrations which I believe will be fixed soon
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Good interface support tool with great tweakabilities
Avantages
The overview of all cases that comes in and the ease of getting a good look over where the support resources should be placed.
Inconvénients
The ability to change details in the support portal for the customers. And even more detailed information in mails etc.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Freshservice allows to include more categories in tickets when creating them.
Avantages
Freshervice allows for many categories as well as sub-categories such as "hardware, software" and then "MOS office, windows, etc."
Inconvénients
Freshservice will not let you close a ticket if certain categories are not filled in such as the materials used.
- Secteur d'activité : Logistique et chaîne d'approvisionnement
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Freshservice is Good
We just started using it and no issues so far. We use it for ticketing system and never faced a problem so far.. For the money paid, I think Freshservice is a good product.
Avantages
The UI is good and easy to learn. The Ease of use is good.
Inconvénients
Didn't find much to complain or vine about.
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Provenance de l'avis
Freshservice is great
I have spent the past year looking for a good IT ticketing system and finally came across Freshservice. There are many solutions out there, but FreshService was completely cloud based, easy to use and were rapidly adding features to my liking.
While there are a handful of features I'd like to see moving forward, the dev team has acknowledged all my requests and a few of them have already been added since I started using them.
This software is certainly going places and I recommend anyone to take a look if you need an IT specific support desk.
- Secteur d'activité : Services financiers
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Nice and easy!
Avantages
Great support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented
Inconvénients
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Quick Efficient and very helpful :)
Avantages
Streamlined experience and improves efficiency in productivity. It has improved the way I work on a daily basis
Inconvénients
A few minor details such as changing font in email signatures but that is a very minor issue and barely even a problem.
- Secteur d'activité : Gestion d'organisme à but non lucratif
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
I can't believe what they give away free!
We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous. Their apps work well as well as the web app.
I highly recommend the it for use as a helpdesk.
Avantages
Price, simplicity of the UI, features
Inconvénients
Haven't found any yet.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Excellent
Avantages
ease of use and price and great support service, support responds fast and correctly to any queries.
Very accurate with solutions and understands the software very well. Assistance from support is friendly and helpful.
- Secteur d'activité : Divertissement
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
I use FreshService for Facilities Management. It was very easy to set up for use this way.
Avantages
Easy to set up and deploy as a facilities management helpdesk. There was almost no training for my customers.
Inconvénients
Reports are sometimes hard to figure out requiring a call to support for design issues. Sometimes confusing.
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
So far it seems like it works well and is relatively straight foward
Avantages
This product runs smoothly, I wasn't in the team who made the purchase, neither was I in the original team who set up the program but I am editing it to fit some other needs we require.
Inconvénients
The product is not as customizable as I thought it would be. I need multiple forms for different use cases not necessarily just one form, the dynamic feature does help but I don't like the work around that I'm being forced to do in order to achieve what I want. If I could add my own custom css/html/php it would be nice, though I have not tried i'm sure it's not a capability.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
We use Freshservice as our Tech Help Desk solution in our school district and it's working out...
Avantages
We chose Freshworks for its ease of use and ability to re-route tickets to the proper party/channel.
Inconvénients
I haven't found anything that I don't like! So far the experience with Freshservice has been a positive one.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 501–1 000 employés
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Provenance de l'avis
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 employés
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Provenance de l'avis
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 employés
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Provenance de l'avis
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les mois pendant Essai gratuit
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Provenance de l'avis
A tool best suited for Internal IT departments
Avantages
Fresh service has an exemplary customer support to ensure all the required help is offered seamless. This complements the tool.
Inconvénients
The customer data structure make it impossible to store branch level relationships, making one duplicate records for cases of customers with multiple sites
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Provenance de l'avis
Freshservice has greatly improved our helpdesk workflow.
Before Freshservice we were using an email based workflow for help desk, needless to say it was difficult to keep track of tasks and escalation. We looked at three different SaaS solution for helpdesk and decided to move forward with FreshService.
Key differentiator for us were:
- Ease of deployment and use.
- Simple workflow that we can adapt to our needs.
- Great customer service.
Freshservice was leader in all three categories.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Very good experience so far
Avantages
What I really like about this product is it's ease of access and use, the user interface is very good and I can easily locate where I need to be.
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Provenance de l'avis
Great Product
Because we are a small but rapidly growing IT company the free version was perfect for us. It's given our clients a great way to communicate with us without being over complicated.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Quick, easy and helpful
Avantages
I like the ability to customize almost everything and the ease of which you can set it up. It also has a great feature set.
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Adding value after one afternoon.
Avantages
The ease of setup was great. In less than four hours we had the front end customized and auto response emails set up. We use the system to process returns of medical devices and our customers love getting near instant responses with return instructions.
Inconvénients
It is difficult to get the information out of the database and into Excel for trending. Many customer have emails from fresh-service blocked by spam filters or firewalls which make getting them set up a little harder.
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
very prompt, clear support
Avantages
very customizable, very easy to use. support for the product is top notch. canned responses make things much easier
- Secteur d'activité : Divertissement
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé toutes les semaines pendant 1 à 5 mois
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Provenance de l'avis
Good help desk
Avantages
Offers a great amount of features for customer support. The number of features expanded with time, which gives you the feeling that value for money is good for the software
Inconvénients
Reporting could be improved, it does not provide sufficient details of projects performed
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Provenance de l'avis
Freshservice
Product is ok but Lansweeper is better - need to do more work unfortunately but it holds promise. The discovery tool did not find 1/3 of devices.
Réponse de Freshworks
Hi Paul,
Thanks a lot for your feedback.
There are indeed some glitches in the discovery tool. We are coming up with an agent model which will solve the issues you are facing.
Thanks.
Narain.
Freshservice.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé Autre pendant 1 à 5 mois
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Provenance de l'avis
Excellent service desk software
Avantages
Freshservice is simple to use and offers a slew of great support features such as ticketing system, self-service portal, knowledge base, and more.
Inconvénients
This software is top rate and there are no visible drawbacks.
