Freshservice

Avantages

Easy Ticket management, user friendly good Layout

Inconvénients

Initial setup and customization took some time to grasp

Avantages

Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests.

Inconvénients

The Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!

Avantages

Ingenious ticketing system, comprehensive feature set, and top-notch customer support.

Inconvénients

Steep initial setup, complex rules management, and occasional performance hiccups.

Avantages

Simplicity of use. I am a non techie and I found it easy to use within my organisation

Inconvénients

I don't think there is anything I would like to see added as it would detract from the simplicity of use

Avantages

I have little knowledge on configuring ITSM and with the help from Freshservice support, I'm able to pick the knowledge fast and able to roll out certain features immediately. Very friendly user interface.

Inconvénients

When transition from Freshservice to Freshwork, there are few features are not available, hence limiting the configuration on Requester page. For instance Requester, there's no Location and Department field in FreshWorks Users. I would suggest a thorough testing on the field mapping be done before transition, e.g. Timezone was not done properly. Without the Location and wrongly mapped timezone, Agents and Administrator having a challenge to identify the Requester.

Avantages

Ticket management, permissions, flows, analytics

Inconvénients

List of project codes old mixed with new - unable to remove old - as mentioned before.
Due by feature not working well
Some improvement in analytics

Avantages

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Inconvénients

I have no dissatisfaction to report with Freshservice.

Avantages

Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most.

Inconvénients

The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them.

Avantages

Su forma tan amigable de personalización de la solución, su seguridad.

Inconvénients

Su integración es un poco complicada, combinar tickets se e hizo dificil.

Alternatives envisagées 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Pourquoi passer à Freshservice

Avantages

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Inconvénients

Ticket routing automation requires a lot of setup but worth it once complete.

Avantages

Effective and easy to work with. Able to easily work on any type of incident throughout departments

Inconvénients

Interface is not the most intuitive to navigate.

Avantages

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Inconvénients

So far we are happy with the product and don't have anything to dislike about it.

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

Easy to use and our user seem to get along with it well.

Inconvénients

Lack of integration with some of our other applications.

Avantages

Easy to use and performs basic tasks well

Inconvénients

Not good for inventory management, missing some features

Avantages

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Inconvénients

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Avantages

Easy to use interface with great ticket management functionality.

Inconvénients

Reporting and analytics features could be more robust and customizable.

Avantages

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Inconvénients

Reporting features could be more robust, and it lacks some advanced customization options.

Avantages

API, access control, activity dashboard, activity tracking, speeding up resolution times, improving access to systems, escalation, notifications, streamline service management across all business lines in an enterprise, SLA are the most impactful features and it is very easy to use.

Inconvénients

As an user nothing found bad about freshservice while services are very good and it help us to provide solution at once place for all users. No integration with other business process.

Avantages

1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers

Inconvénients

1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.

Avantages

this toll is very easy to use and manage

Inconvénients

in my 12 months of use, none so far that I don't like

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.

Avantages

Lo que más me gusta de freshservice es que es una herramienta muy versátil, fácil de usar e intuitiva, además de permitir una correcta visualización de la trazabilidad de los tickets que se gestionan.

Inconvénients

Para ser sincero, sigo sin encontrar algo que no me guste de Freshservice, ya que, como indiqué anteriormente, es una herramienta muy fácil de usar e intuitiva. Sin embargo según lo que indica mi coordinador no es muy bueno que con la licencia pro solo se tenga acceso a registrar 100 activos, después de eso hay que pagar por cada activo registrado

Avantages

focus on simplicity and ease of use
customization options

Inconvénients

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Avantages

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Inconvénients

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

Avantages

I like that it houses best IT management features
It makes IT ticketing easy
It is very helpful as a help desk

Inconvénients

So far no issues with Fresgservice. It has been really instrumental.

Avantages

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Inconvénients

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

Avantages

The user-friendly interface and automation features have saved me time and effort.

Inconvénients

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Avantages

A possibilidade de gerenciamento de tickets, serviços de diversas formas.

Inconvénients

A diversidade de possibilidade que existe no gerenciamento de tickets não existe para alguns outros módulos, como, por exemplo, para gerenciamento de usuário, para gerenciamento de ativos, gerenciamento de campos e campos reutilizáveis através dos objetos personalizados.Cobrança em real (R$), moeda brasileira e suporte local no Brasil.

Avantages

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Inconvénients

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

Avantages

The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have.

Inconvénients

The asset management interface could be improved.

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

Avantages

Great ticket-management tool for our Marketing function. 40+ users.

Inconvénients

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Avantages

Collobration of tickets and task in incidents and tickets

Inconvénients

Transferring of tickets from one instance to another instance

Avantages

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Inconvénients

Time Tracking and Interface to Billing System(s)

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.

Avantages

Intuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well

Inconvénients

Not enough integration. Can't connect with other systems

Avantages

Really helpful for enabling incident requests and service requests

Inconvénients

Sometime the merging of tickets can be a little confusing

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.

Avantages

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Inconvénients

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Avantages

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

Inconvénients

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

Avantages

Ticket System workflow is the best to use.

Inconvénients

it is a learning curve to use the workflow

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

easy way to customize for our needs, All needed functions are in place, easy to handle

Inconvénients

a good an helpfull too in my role as a service desk Teamleader.

Avantages

It is easy to use and i like the workflow automator

Inconvénients

Only indian support not able to understand them good

Alternatives envisagées 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Avantages

Me gusto que las incidencias se mantienen en orden de llegada, es una herramienta muy intuitiva y facil de utilizar, aparte es facil automatizar las areas con esta herramienta.

Inconvénients

Su servicio al cliente se vuelve lento cuando se sobrecarga de labores, es algo que se puede mejorar con el tiempo.

Avantages

The help was professional and appropriate informative.

Inconvénients

It was rather pleasant and do offer good service.

Avantages

me encanta su opcion de notas privadas para poder llevar un control de mis procesos.

Inconvénients

es un poco complejo para incorporar a otras herramientas.

Avantages

The portal is easy to navigateSelf service portal is greatIntegrations: slack integration is super usefulWhitelabel feature is nice

Inconvénients

As an EndUser, not too much to report. Didn’t need any training to use which is good

Avantages

I like the Self service portal and Virtual Agent, With this requestor can easily make Service request through the portal and Virtual Agent helps our requestor on basic troubleshoot problem

Inconvénients

Improve the Customer support services , and provide a on site support is better to understanding more in this product

Avantages

The features it offers are excellent. We can manage our Service Catalog, interface with Active Directory, manage Asset Inventory, and now we're utilizing a project management application. The ticketing procedure is very simple to use.

Inconvénients

the limitations imposed on portal design in addition to the demand for HTML code expertise. I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise.

Avantages

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

Inconvénients

mobile app doesn't have the same versatility the web version has, should be updated more frequently.