Freshservice

Avantages

I like the look of it. It doesn't feel clunky or outdated at all.

Inconvénients

The labeling is strange for entering different tickets. All in all, not bad.

Avantages

Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more.

Inconvénients

Sometimes we haveeienced slow loading times with the Freshservice platform, which can be frustrating when trying to manage tickets quickly

Alternatives envisagées 

Jira

Pourquoi passer à Freshservice

All because of its ease of use.

Avantages

Simple layout, easy setup, very functional for support ticketing and tracking.

Inconvénients

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

Avantages

The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information

Inconvénients

I'm not able to edit my message on a ticket after it has been sent

Avantages

It's relatively fresh in design, and the few things like automations (scripted actions, canned responses) are quite helpful. There is also a decent mobile app and integrations with Teams out of the box

Inconvénients

The product overall lacks flexibility in creating workflows, mapping teams and processes; instead, it requires your processes and teams wrap around concepts in the product. It is very chatty, but usually not in relevant way - email notifications carry low signal to noise ratio, as well as Teams notifications.

Avantages

Facilidad de uso, muy intuitiva, se puede administrar con conocimiento básico de ITIL, todos los módulos son muy fáciles de manejar y el soporte que brindan es muy rápido y atento

Inconvénients

Las licencias son muy costosas, sobre todo para usar el modulo de activos

Avantages

DI freshservice apprezzo molto la facilità di utilizzo, comprensione diretta e semplice degli item. Gestione facilitata dei ticket. Facoltà di poter personalizzare il portale secondo le esigenze aziendali. Molto comodo l'utilizzo dell'asset inventory

Inconvénients

Ad ora non trovo alcun lato svantaggioso del tool

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 

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.

Avantages

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Inconvénients

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Avantages

- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well

Inconvénients

- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling

Alternatives envisagées 

ServiceNow

Pourquoi choisir Freshservice 

- Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time.

Logiciel antérieur 

JIRA Service Management

Pourquoi passer à Freshservice

- ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice

Avantages

Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.

Inconvénients

Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.

Avantages

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Inconvénients

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Alternatives envisagées 

ServiceNow

Pourquoi choisir Freshservice 

KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.

Pourquoi passer à Freshservice

Previous experience using FreshDesk and how it was beneficial to our needs.

Avantages

This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.

Inconvénients

Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.

Alternatives envisagées 

ServiceNow Customer Service Management

Pourquoi choisir Freshservice 

Freshservice had many more features available. It was the right choice to fit our growing business.

Logiciel antérieur 

Spiceworks Cloud Help Desk

Pourquoi passer à Freshservice

Functionality and 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 

Jira

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.

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.

Avantages

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Inconvénients

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Alternatives envisagées 

Spiceworks Cloud Help Desk, ServiceNow, ManageEngine Endpoint Central et Zendesk Suite

Pourquoi choisir Freshservice 

ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.

Logiciel antérieur 

ManageEngine Endpoint Central

Pourquoi passer à Freshservice

Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.

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 

ServiceNow Customer Service Management et Zendesk Suite

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

Avantages

- Easy to use
- Good platform to manage incidents/problems/changes/releases as well as requests
- Good CMDB for managing company assets
- Pretty simple to perform administrative tasks
- Good customization
- Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.)
- Had good experience from Freshservice support staff
- Has the ability to integrate into your domain account via Single Sing-On (SSO)
- Good solution for storing your IT Support based knowledge base

Inconvénients

- Customization could be better in some areas
- Some changes require you to contact Freshservice support directly
- Digital asset management is a bit clunky
- Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users
- Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes

Avantages

Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place

Inconvénients

Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job!

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 

Spiceworks Cloud Help Desk 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.

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

Integration with email is good - users and agents can reply to the ticket directly from their email, without having to go to into the ticketing system. Solid notification of upcoming Due date breaches.

Inconvénients

Forwarding only allow forwarding of original submission from user instead of update where forward is selected; "task" function of tickets poorly implemented.

Avantages

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Inconvénients

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Alternatives envisagées 

Jitbit Helpdesk, Zoho Desk, JIRA Service Management, ServiceNow, Kayako et Zendesk Suite

Pourquoi choisir Freshservice 

The system we had was a basic portal for entering the request and then it would email it out to everyone. There was no way to properly manage, track, or pull reports on the work being done and tickets were falling through the cracks. It was making everyone's job harder than it needed to be.

Pourquoi passer à Freshservice

This list is only a partial list of all the systems I looked at but I had issues with identifying what features each level had, lack of trials, unresponsive or slow customer service were some of the few issues I ran into.

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 

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.

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.

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.

Avantages

The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with.

The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting.

I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Inconvénients

With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there.

Agents can't configure an "out-of-office" period themselves.
There's no possibility to set up a custom dashboard per agent.
My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...)

And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.

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 Suite

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.

Avantages

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice.
The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company.

There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets.

The support and technical staff are excellent and an example for other companies!

Inconvénients

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Alternatives envisagées 

Jira, TOPdesk et Zendesk Suite

Pourquoi passer à Freshservice

Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.

Avantages

The nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.

Inconvénients

Ticket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic.

Avantages

The vast number of features presented for a fair price. New features and enhancements are being made constantly.

Inconvénients

Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.

Avantages

I love the automation and customization that is possible.

Inconvénients

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

Alternatives envisagées 

Jira, Zoho Desk, ServiceNow et Zendesk Suite

Pourquoi choisir Freshservice 

We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.

Logiciel antérieur 

Spiceworks Cloud Help Desk

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.

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

Avantages

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Inconvénients

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

Avantages

Office many services
Simple ticket number
Nice way to email and CC email

Inconvénients

Would be good to email a secondary person without emailing the original ticket contact. Otherwise they get more emails than required. Otherwise using a workaround of forward emails to get around this.

Allow some contacts to having options of what emails they want to receive. Sometimes customers use the portal and don't want ticket emails.

System notification emails need an option to switch email to agent. Small bug that is still outstanding.

Unable to set up companies in BULK. You can do this with contacts though.

Avantages

Out of the box functionality with default configuration is quick and easy;
Support and development teams is very helpful and goes the extra mile;
Level of integration to different channels (mobile, chats bots, web, AI) work superb
Innovation of the product - it constantly change, either with new features or enhanced functionality
The team is always happy to listen to suggestions from their customers and to enhance the product

Inconvénients

New features takes months to deliver if it cannot be configured
The available features between agents and requester is extremely cumbersome
CMDB and ITAM solutions require some work

Avantages

- Easy to use UI.
- Offers a mobile app so you can answer tickets on the go.
- Asset management integrates well into the ticket view so you can easily see which assets each user has.

Inconvénients

- While the mobile app is a great tool, the interface can be difficult to navigate and settings are limited.
- Reports can be a pain to retrieve.

Avantages

Makes managing support very easy, love working with Fresh Service and the link to Jira works brilliantly

Inconvénients

The searches could be a bit better if additional filtering options were added to narrow down the search when looking for historical tickets

Avantages

I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.

Inconvénients

I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.

Alternatives envisagées 

TOPdesk

Pourquoi choisir Freshservice 

I needed an all in solutions with assest management, change and problem management

Logiciel antérieur 

Freshdesk

Pourquoi passer à Freshservice

Price

Avantages

We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task

Inconvénients

It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using

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.

Avantages

1. One of the best software for managing IT Tickets.2. Easy to use.3. The pricing structure is amazing.4. The search query feature is great.

Inconvénients

1. There are other tools in the market due to this is it is suffering.2. Sometimes it takes time to load tickets.

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

Es una herramienta con una capacidad funcional elevadisima y que permite variedad de tareas desde gestion de activos, tickets, y de flujos de trabajo.Nosotros lo usamos.para gestion de inventarios y nos facilita bastante el trabajo lo que permite que el rendimiento general aumente.

Inconvénients

Pareciera que la interfaz es intuitiva y sencilla...pero no, al principio es un poco liosa y para gente que no controla mucho le puede resultar un poco tediosa.Tienen tambien version gratuits y demos para probar, pero.son bastante pobres en cuanto a contenido de funciones.

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.

Avantages

Sobre todo la facilidad de uso y lo útil que resulta. Es muy fácil de utilizar

Inconvénients

De momento no me ha dado ningún problema. Lo llevo utilizando casi 1 año y funciona bastante bien

Avantages

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Inconvénients

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

Avantages

Fresh Service is a breeze to get off the ground. The sandbox functionality is cute, but leaves a lot to be desired in terms of what is managed by the testing/deploying of the sandbox to production.

Inconvénients

SSO User Provisioning is awful. We currently SCIM requesters into Fresh Service from Okta. It uses a third-party integration written by Effy? Why is user and group provisioning such a foreign concept in an already fleshed out application?

Avantages

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Inconvénients

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.