Freshservice

Avantages

Ease of use. I can drop other departments into this software and with a quick rundown, they are up and functioning. It is a clean interface with a strong layout.

Inconvénients

There are some inconsistencies about form management and a lack of customization in places that we'd really prefer there to be.

Avantages

It is easy to create workflow and the navigation is easy to determine what you want to achieve / do. They have modernize the icons and look.

Inconvénients

Integration with outlook is not there - .ics calendar, easy guide on whatsapp API business - omnichannel should be included by default from Garden plans onward

Alternatives envisagées 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Avantages

I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF

Inconvénients

The Admin setting section is hard to navigate through sometimes and hard to find settings I want

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice

Avantages

It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.

Inconvénients

Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.

Avantages

FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Inconvénients

I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

Avantages

Easy to use for complaints, issues track, asset management, inventory purposes

Inconvénients

Nothing to dislike for this product from my end

Avantages

Easy to use and learn. There is a tremendous number of features that show the developers really strive to create something advanced and customizable. You can tailor the platform to behave very uniquely for your type of business.

Inconvénients

Development of features feels schizophrenic. There are some areas VERY well developed and others that feel almost abandoned. It would be worth having less modules if the existing ones just felt "finished" and not missing obvious features.

Avantages

-easy to set up
-flexible
- great for all teams
-good price overall
-fantastic support
-active development

Inconvénients

Mobile app needs admin tools and project management, way to mass import contracts into system and a good way to create templates within knowledge base, no other company does this either.

Avantages

* Auto ticket generation and Mail notifications are good* Complete ticket tracking, User logon traces*Multiple User accounts with different data access* Customer support is extremely good

Inconvénients

* Duplicate ticket generations are there when there are slight mail subject changes* Auto Application version updates without any prior information* Bug is there when exporting date-based export

Avantages

Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then.

Inconvénients

It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.

Avantages

I think the incident management part is the most easy to use that I've come across. Of course it has room for improvements (e.g., some tickets get duplicated when replied by email) but it was all set-up in our organization in two days.

Inconvénients

The user provisioning. We had to invest on coding time to synchronize users just because the sync agent doesn't let you filter by Active Directory OUs.

Avantages

FreshService serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team.

Inconvénients

Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords.

Avantages

Intuitive, great tool for the cost. This product was already used by the organization when I started using it.

Inconvénients

A couple of opportunities to make a better tool: 1) Historical data should not get touched ever. Ex: when removing fields from an SR form, history no longer reflects those fields. The workaround is to make the fields Invisible and Optional and the revised form. Not a great practice. 2) Copy / Paste fields within a form, even though the field names are updated since you can not have multiple fields with the same name, once you change one field, all others get updated. 3) Wish to have multiple levels of Dependent sections within a SR form. 4) Adding Custom Ticket Status adn arranging in alpha order can become a very painful experience.

Avantages

Freshservice is easy to use. Their support is very friendly and responsive, but there isn't always a solution. If it's a bug or a suggested improvement, they log tickets and pass it along.

Inconvénients

Reporting isn't very robust and limited as far as my experience is. What is there does look nice though. The Project Management section we ended up abandoning as it was too cumbersome and switched to Smartsheets.

Avantages

gestione asset - gestione customer - gestione ticket - customizzabile - multi tenant

Inconvénients

gestione avvisi : compaiono e poi spariscono. bisogna ritrovarli sulla campanella

Avantages

It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. Freshservice didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting.

Inconvénients

It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support.

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.

Avantages

Easy to setup, easy to cusromise, and easy to train on.

Inconvénients

Lack of good workspace integration, adding elements all cost a lot even on top tier.

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice

Avantages

We like the most that we were able to set up different departments in the software and tickets can be moved easily between them. Also the customization of the tool can go pretty far.

Inconvénients

Some feature request that seem pretty straight forward take forever to develop.

Avantages

At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). Freshservice support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded".

Inconvénients

Our own fields (assets etc.) can not be selected for reporting. Overall, the reporting is too inflexible. It's possible to enhance ticket and other forms with own fields. Unfortunately with no relation to the standard fields or re-use. The support is sometimes really slow and you will wait for an answer.

Avantages

When I became the [SENSITIVE CONTENT HIDDEN] for our school district, this is the first ticket management system I've ever used. It took a while to get our employees used to putting in help requests, but now they know this is the fastest way for them to get service. The workflow management helps get requests to the right person, and we love the parent/child ticket option. Most companies don't offer this and it has really helped when we have multi-layer tasks to accomplish. For the cost, this is a great product to keep your team efficient and productive!

Inconvénients

It didn't seem to integrate our inventory as seamlessly as we liked and we prefer a more visual and user-friendly dashboard.

Avantages

- Ease of use, easy to set-up, lot of new releases and features, good customer support

Inconvénients

No big features are missing. Employee-offboarding would be nice

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice

Avantages

The product is very easy to use and configure. Integration of apps are impressively easy. Seamless deployment. No code automation.

Inconvénients

Hopefully more supported app integration in the future.

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

Integration capabilities, asset management, alerting, purchase orders, analytics, mobile app, change tracking, release tracking, problem tracking, etc. This solution has so many useful tools available. No need to purchase 3rd party solutions to make it all-inclusive.

Inconvénients

Some bugs here and there. Limitations to self-brand your portal. Limitations to associate tickets to service requests. Gamification is severely lacking, wish FreshService could offer Kaizo gamification integration.

Alternatives envisagées 

Avantages

I like that the product is easy to set up and customize. Once you do customization, set up SLA policies, set up your agents and clients you are ready to go.

Inconvénients

I don't like that agents have to manually extend the due by time. If ticket goes to pending, this time it spends on pending should be added to the due by time automatically

Avantages

Its clean and not cluttered. Easy to use and train new starters on. Customer service is overall great. A few changes are needed such as ability open in ticket images as a pop out like in FreshDesk and not to have some files open in a new tab but download.

Inconvénients

Be good to have more control over separating categories based on group selected

Avantages

online and highy availability - well defined working structure - clear and crisp messages and seamless integration with our Email system.

Inconvénients

more improvements are possible if they take input of our customers in terms of feedback on new functionality. Currently feedback is limited to current service quality.

Avantages

ease of use for admins to control tickets via simple to use interface

Inconvénients

new features take several revisions to get working correctly / fit for OUR purpose

Alternatives envisagées 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Avantages

ITIL compliant, robust with intelligence to automate incident management processes, incident, problem and change management implementations.

Inconvénients

Dashboard and reporting capabilities needs to be improved for producing better trend reports for management.

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 

Pourquoi passer à Freshservice

Avantages

I like the ease of use - It has been really easy to roll out to the userbase

Inconvénients

Lack of customisation on forms and categories - I cant change labels etc

Alternatives envisagées 

Pourquoi choisir Freshservice 

Logiciel antérieur 

Avantages

Customizable to your business. Simple data entry panels for the customers. Easy to keep track of tickets with views so you can see just your tickets, or your groups tickets. Escalation process that is built in works great for getting approvals for spend in advance. Has streamlined our efforts tremendously. Also love the private note capability so we (in IT) can assist one another with notes, but there is just one person dealing with the customer.

Inconvénients

Would like the display a little more condensed. Would like the Project, Releases and Changes sections to have more of the features that tickets has where you can put in notes about progress, or ask others in the team for help on certain items.
Wish Solutions had a better editor.. I would like to copy and paste in a fully completed Word procedure and it doesn't accept all the formatting or images.

Avantages

The product is quite easy to use once you use this on a regular basis.

Inconvénients

suggestions to improve the software have taken a very long time to implement or not at all. The tool is missing RAG status on incidents. If this had Red for breached, Amber for about to breach and green for in SLA then it would be easier to view on the system.

Avantages

The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs. Can be very detailed with choices and customisable to suit any company needs.

Inconvénients

I do wish that there was an off-boarding feature for staff leaving to support the on-boarding feature already useable.

Avantages

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Inconvénients

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Avantages

It has made our issue and service intake much cleaner and easier since we have a ticket users can submit requests through and it gets sent to our team members as required.

Inconvénients

Our team has been using FreshService for over a year now, and while it has made our issue and service intake much cleaner and easier, it is awful to use for project management. It is not intuitive, we have to remember all sorts of details to ensure our message gets through to team mates' emails, the calendar is not helpful, and we waste time by using this tool.

Avantages

Very easy to use for our end-users, as well as agent. Also very easy to set-up, practically works "out of the box", and doesn't need any specialist knowledge of HTML, etc. Looks good and for the most part as customisable as required. Integration with O365/AD a bonus. Asset management tools are great. Automatically generated reports come out looking good straight out.

Inconvénients

Some issues I've had to contact support for seem that they could quite easily be a knowledge base article (if they are, then need to be more easily found). Some customisations that seem basic can't be done, for example some default catagories/settings/fields cannot be removed or modified, and reporting isn't as customisable/bespoke as it could be .

Avantages

Freshservice is simple to use as an end user submitting tickets and as an agent managing / responding to them. The automation features to automatically close tickets or assign to agents based on category are instrumental in an efficient workflow.

Inconvénients

I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update. It feels like it's a few years old but it allows you to get the job done and ultimately that is all that matters.

Avantages

La semplicità nel lèggere i ticket e la velocità e comodità d aprire e chiudere una segnalazione.

Inconvénients

Forse la possibilità d mettere in sospeso i ticket magari con avvisi per sollecitare i clienti.

Avantages

Ticket management, KB, Contracts are my most used features, we like the new project management as well

Inconvénients

integration into our business was time consuming and arduous, I performed the migration by myself and it took months as I have other duties as well.

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice

Avantages

I love the support! Everything from complicated questions to "RTFM" situations the staff is professional, helpful, knowledgeable and very pleasant to interact with.

Inconvénients

No real dislikes at the moment. Everything I've tried to do I've been able to accomplish with the software.

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

Being able to customize automations is extremely helpful.

Inconvénients

There are a lot of features and it is overwhelming. If you get this product make sure to utilize their onboarding efficiently. Freshworks could do a better job of onboarding, even if it is just making the time longer for new users to become acclimated to the product.

Avantages

The simple and intuitive interface. There is a lot of ability for customization of fields. Free level is great place to start and robust. Technical support is best in class backed-up with fantastic online knowledge base. I have used several tiers of this product and was quick to implement at a new company.

Inconvénients

The free level features can quickly be outgrown but entry level cost is reasonable. The asset probe is a great feature, but light on information from assets that are causing errors.

Avantages

Reporting that shows the types of issues that are coming from our users and what departments/regions the issues are coming from. This allows us to be proactive and develop training and guides to assist users before issues crop up again.

Inconvénients

I've not been able to find a way to attach files/forms to our scenario automations. For example, if a user needs to update their direct deposit, a scenario with the new form they need to fill out already attached with instructions on how to submit it would increase productivity further.

Avantages

The asset probe is super helpful for managing the fleet coupled with the new Procurement section makes tracking purchased assets and monthly reporting supper helpful

Inconvénients

Fresh works has recently gone through a lot of graphic changes recently making things harder and more obscure to find,

Avantages

I love how easy it was to get started and a year later we are continuously customizing the HelpDesk to our needs. The Automators and options are very intuitive and I would recommend to anyone.

Inconvénients

Reporting could be a little easier to use

Avantages

Incredible automation cabability and easy UI allow any admin to improve his efficacy in managing the user support drammatically.
I tried a lot of other ticketing system, but the easy of use of Freshservice while keeping a vast array of integrations and automatization is unbeatble.

Another note of merit is the support, with the subscription come a consultant to help you integrate the system with your organization

Inconvénients

Not much to be honest, the software has proven to be able to cover all our need

Alternatives envisagées 

Avantages

Ease of use with minimal training is a huge plus when rolling out a product. Our deployment of Freshservice was so smooth and issue free with very little training needed in our IT department. It was so easy we're in process of rolling it out to non-IT functional groups to be utilized as a work management system. Configuring the backend of the system is remarkably intuitive, and highly flexible, and the level of automation is fantastic. My environment support 2000+ internal colleagues and the adoption of this product was very positive and viewed as a huge value add to the organization.

Inconvénients

If I'm being very critical, the ability to build and configure a pre-defined list of "billable tasks" is missing. To be fair, this functionality is not available in most of the products I've seen and is not common.

Avantages

GUI for users and technicians is easy to navigate.

Inconvénients

We use some other FreshWorks products, like FreshChat, and the switching between the 2 can be tricky.

Avantages

Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Inconvénients

While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.