Freshservice

Avantages

It is easy to use the software, it helps me everyday tracking tickets.

Inconvénients

I can't measure some phases of tickets life cycle

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.

Inconvénients

We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.

Avantages

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Inconvénients

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Avantages

Incident and Service requests is the module I like the most, specially because IT support can

Inconvénients

Inventory and Software management.

The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious.

Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

Freshservice was easy to roll out to several departments and the support we have received has generally been prompt and knowledgeable.

Inconvénients

There seem to be some obvious missing features, for example you cannot use tables as a field type when constructing forms. Not can you do length restrictions or any sort of pattern matching for input validation (ie 10 characters starting with xx).

Avantages

So, I'm currently trialling freshservice along with a bunch of other IT helpdesk solutions and what immediately stands out about freshdesk is the streamlined, clutter free UI.

It was super easy to setup and get started.

Out of the box it has multi channel support, so users can send tickets via email & the included self-service portal which also provides the ability to create user documentation.

It has a modern UI which makes dealing with tickets a breeze, my team are also fond of the gamification feature which turns your helpdesk into a game by assigning achievements for certain tasks.

Aligns with ITIL.

Built in inventory system is good and links assets to tickets.

Inconvénients

The pricing structure can be a little prohibitive as you need to move between plans to get certain features.

I could see this being a problem if you wanted to add users from other departments (who don't need all the advanced features) for some of the more clever stuff that the system can do such as on boarding new starters etc.

Avantages

What makes this so great are the many services available under the free plan. We are a small non profit with an IT team of one. This helps to provide quality service to the staff of our organization without having to spend money that can be directed to community services. And even though we don't currently pay, the quality of support is not lessened

Inconvénients

It is hard to find things I don't like about the software. Perhaps the only thing I would suggest is another tier or two between the free and the blossom.

Avantages

Seemless app powered integration, amazing ticketing and inventory management features, and an insane amount of new things getting added all the time are just a few reasons why I think FreshService is better than whatever ITSM/Help Desk tool you use right now.

Inconvénients

It isn't FREE! But if it was free, they'd go broke!

Avantages

Customer Service is very responsive, especially to development works and new feature requests. ITAM software has enough features for it help manage inventory and assets.

Inconvénients

Still playing catchup with industry leaders for Helpdesk and ITAM solutions. Lack of integration with financial/accounting softwares. Lack of integration with Zendesk and other helpdesk softwares discourages users from only using a certain part of the Freshservice solution (i.e. only as ITAM or only as Helpdesk).

Avantages

one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use.

Inconvénients

one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance.

Avantages

Desired features - I love the workflow and form automation. It is always improving too!
Ease of use - It is very easy to use and teach to others.
Integration with other apps - We don't use a ton of integrations, but many are available. There are many options for customization.

Inconvénients

I am not sure I have anything that I like the least.
I wish there were more options for end-users to attach files to forms for workflow, but I don't doubt that this feature is coming (or already here) as I haven't revisited it in awhile.

Avantages

I use the Project Management tool often. We have multiple "builds" that go though similar stages. Being able to clone tasks is helpful. The projects management tool "keeps me on track" and allows others to quickly see the status of our builds.

Inconvénients

The tools are generally IT specific and we are not an IT company. When I need support, my needs are sometimes not understood. There are thinks I do not use because I don't understand how to make them work for me.

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

we like the fast User Interface. It acts always fast and instantly

Inconvénients

currently the product is not fully multi-client capable

Avantages

The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers.

Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine.

Reports can be set up to be generated and sent to you periodically for your convenience.

Inconvénients

One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.

Avantages

Freshservice was very easy to setup and migrate our operations to.
Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space.
Data analytics offered by the platform is quite detailed & easy to interpret.

Inconvénients

UI looks a little outdated.
Workflows are great but quite tough to create customized ones, limited flexibility.
Email delivery/notification is a little challenging, face issues with our clients once in a while.

Avantages

Very intuitive compared to some ITSM platforms

Inconvénients

Needs more granular permissions and more extensive reporting

Avantages

The system is easy to use and has an inviting design that everyone can get used to.
Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.
The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.
We greatly appreciate various kinds of reports.

Inconvénients

Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.
The price for a complete set of features is quite high.

Avantages

Freshservice is easy to admin and offers you the possibility to start in a very short time, then improve the functionalities day by day.
The new web interface is fresh and easy to use both for administrators and End users.

Inconvénients

Content search doesn't support very much while you're looking for a topic managed in a previous case. Also, multilingual support in field names and picklist values would be appreciated if you've multilingual end users

Avantages

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

Inconvénients

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Avantages

Has lots of features for scanning inventory and managing helpdesk tickets.

Inconvénients

Customizable forms have many limitations that make it seem more of a beta version of the product

Avantages

Freshservice is a powerful tickenting system. It is affordable and full of functionalities.
Easy to log the tickets and to manage for the agents. It can be customized with a lot of features.

Inconvénients

Being a Saas it's difficult to adapt the software 100% for our needs. In general we have never experienced big issue with the System.

Avantages

Ease to use and implement , Intutive UI

Inconvénients

upgrades have removed lot of important features like display of email id's in the ticket , auto filter in ticket view, timesheet non analytics report etc..

Technically upgrades should be improvements to the tool with additional features ,it is more of downgrades with some important features getting discarded .

Also freshservice needs to think in the direction of the tool not only being used to Internal IT but also as a Application Management Tool for business . They are more focused as an Internal tool for IT

Avantages

FreshService is an ITSM solution that has everything you need for a small to mid-size business.

Inconvénients

The cloud-based solution offers so many features, it can feel overwhelming when you first start using it.

Avantages

The mobile app. I can track my tickets and my team tickets on the go, saving a lot of time. Also, we can check incidents' replies for a better customer experience.

Inconvénients

Keep the iOS app updated at the same time than the Android app. Multiplatform experience is better when every platform are up and running with all the features available.

Avantages

- The possibility to create a service catalog, for each type of service request that I have in my company,

- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,

- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,

- UI friendly, a robust app store to integrate with a lot of systems,

Inconvénients

The contract management could be a little bit better, with the possibility to track the contract with reports,

The communication with the support, international support is unrealistic about deadlines, ETA's

Avantages

Intuitive for new comers, it was easy to introduce new customer or agents on the tool. ITIL orientation was also a plus. We gradually moved into using more modules of the service.

Inconvénients

The lack of advanced customisation in ticket queue management . We appreciate the growth in features over the time but there are key functions like queue management that could benefit from an upgrade.

Avantages

The ease of use, self-service automation features, and customization flexibility make it an outstanding choice.

Inconvénients

Some missing features along the way have made workarounds necessary but they are open to feedback and willing to implement things so make sure you stay in touch often.

Avantages

The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.

Inconvénients

The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.

Avantages

There are a lot of Pros. The first is the fast response of their help team. They will get things done quickly and explain what was fixed or what they changed for you. The Solutions or Knowledge Base is well laid out and thought through. The customization is great. This is a very solid product.

Inconvénients

The thing I dislike least is, setting up the categories for use with the tickets. I wish this were different, although it does work I would like to see a different setup.

Avantages

The ease of use and on going feature development

Inconvénients

The asset model is very limited and needs improvement

Alternatives envisagées 

Pourquoi passer à Freshservice

Avantages

Ease of use and ability to scale up to bigger and better plans as and when required.

Inconvénients

Probably the cost, not sure how it compares to Zendesk though.

Avantages

Everything is in one interface and easy to navigate around. The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.

Inconvénients

Once you get into the problem management and change control systems it does seem a little more complicated, and it seems that when solving a problem it wants you to create a KB for it, which isn't always appropriate - especially in MSP mutli-tenant environments where a problem may be customer specific.

Avantages

A very easy to deploy and easy to use package
Highly configurable, powerful, full of great features

Inconvénients

Nothing missing, always updated with great new features.
No cons that we have experienced so far to date

Avantages

Ease of use, price, integration options with other applications

Inconvénients

I wish that Freshservice sent regular reminders of what live and recorded training that is offered for the reporting and inventory options.

Avantages

The ticket management system is awesome. Easy to setup and putting in tickets takes little to no effort.

Inconvénients

We have issues with the fact that we can't assign on ticket that needs a couple input, but the ticket can only be assigned to one person.

Avantages

Fast adoption rate by user community, with good tools to encourage engagement (we used a service request as a lottery entry for gift cards); very low-cost implementation and on-boarding.

Inconvénients

Would prefer modern authentication support for Microsoft instead of SAML authentication. This is probably forthcoming given MS investment in the product.

Avantages

We used this for quite a while for setting up a system of service tickets on our web design side of our company. When people needed to submit an issue with their website this was amazing. They were able to submit an official support ticket then we could move through the process of addressing the issue without losing any tracking or details of the problem. Plus they were better able to understand where we were in the process.

Inconvénients

I don't recall having any issues with this company. They were great!

Avantages

Workflows and automations are really so good to explore

Inconvénients

Sometimes client wants different UI and We are not able to change UI

Avantages

The number of features bundled in with the software. Works as a help desk, knowledge base, and ITSM solution all in one platform.

Inconvénients

Weird kinks. More than once I have had to great tickets for weird issues, such as an emoji in an email breaking the whole ability to receive emails to create a ticket.

Avantages

The tabs are handy, especially the tickets tab that helps filter tickets based on various attributes. Users can add notes, forward, or even reply to the ticket right from the tab. This software is a breeze to use & is extremely helpful.

Inconvénients

It's extremely easy to send the first response out to an IT ticket in a fraction of the time it used to take, however sometimes there is a minor occurrence of network lag, causing tickets to take 2-3 minutes longer than they normally would.

Avantages

I love that we can centralize all the transactions and information in one software, not only OI Information.

Inconvénients

Sometimes, when we have a new user, the user have problem learnnig to use it, we have to invest time in training new people.

Avantages

Ticket automation.
Site functionality aimed to save techs time is fantastic.
Service Request portal for end users offer a great experience.

Inconvénients

Integrations in Freshservice are still not up to speed with that of it's big brother, Freshdesk by Freshworks.

Avantages

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

Inconvénients

The settings/configuration is not super intuitive.

Avantages

Ease of logging an issue
Look is very easy on the eyes
Flexibility in using products such as Incidents/Problems/Admin/Solutions etc.
I can either log a ticket or speak on the chat - good turn around on wait times!

Inconvénients

Lack of Flexibiity to link with other products such as JIRA for example.
Lack of Flexibility when using the support portals - basically its all or nothing

Avantages

When all the applications are working it's a great software.

Inconvénients

Some of the key third party applications are removed like Google Sync and it makes your job harder to sync thousands of users.

Avantages

We could communicate with users through the service desk, add attachments, customise the overview screen of tickets (such as the columns). The change management features were quite good, allowing for manager approvals and private work notes to be added into the ticket.

Inconvénients

The Knowledge Articles wysiwyg editor wasn't very good. Copying and pasting content from a word document to the editor often resulted in images and numbering being all over the place.

Avantages

Es una herramienta muy practica, con posibilidad de gestionar problemas de forma multicanal, ya sea por mail, telefono,chat...Permite la visualizacion de un vistazo a todos los contratos que esten en activo, pudiendo comprobar la fecha de firma y el vencimiento.Te permite tener informes detallados para tener un idea muy visual.Tambien puedes crear flujos de trabajo personalizados para que el acto de la atencion al cliente sea lo mas rapida posible.

Inconvénients

Por contra, la version basicaa a pesar de estar sobre los 20 euros al mes, se queda cortisima en cuanto a funciones, como por ejemplo, la obtencion de informes personalizados, la gestion de contratos activos, o los correos ilimitados

Avantages

By using our helpdesk email account, users can submit cases quickly and can create cases using the support portal if necessary. The large range of options particularly for creating custom categories and the reporting features are very useful and provide clear indications of good progress. The customer satisfaction reports are useful in gauging user feedback. Being able to track a complex case from start to finish is useful for auditing purposes.

Inconvénients

The asset probe seemed to only capture some of our device details but it could be a firewall issue. Originally the rules were set to allow external email accounts to submit cases which caused complications when our external customers sent an email through to it. The pricing is fair although it would be good if there were more free days for the guest pass, as that would work if a colleague was absent and urgent cover was required.

Avantages

Our company has implemented Freshdesk Asset management and it does a great job at storing all the relevant information in one place.

Inconvénients

It is extremely buggy and although their tech team is fast to respond, they are forever "working on it" and do not actually fix the problem.
Unnecessarily complicated and it involves many clicks to do a simple task.

Avantages

Ease of use, customer support and nice layouts

Inconvénients

Some things not configurable which makes us having to do workarounds

Alternatives envisagées 

Pourquoi choisir Freshservice 

Pourquoi passer à Freshservice