Freshservice Erfahrungen

Freshservice is a top-notch help desk solution

Kommentare: I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.

Vorteile:

The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.

Nachteile:

Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.

An Enterprise-grade IT Management System

Kommentare: Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.

Vorteile:

Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Nachteile:

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

In Betracht gezogene Alternativen: ServiceNow Customer Service Management, Atera und SolarWinds Service Desk

Gründe für den Wechsel zu Freshservice: Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use.

Good Entry Level Ticketing and asset management System

Kommentare: As a ticketing tool, it is perfectly serviceable. All communication is done within the app, so records can be easily maintained.

Vorteile:

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.

Nachteile:

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

Effective and easy to use

Vorteile:

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

Nachteile:

Interface is not the most intuitive to navigate.

Fresh Service review

Kommentare: I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.

Vorteile:

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

Nachteile:

At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.

Freshservice - Great ITSM tools and keeps on improving.

Kommentare: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Vorteile:

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Nachteile:

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

In Betracht gezogene Alternativen: ServiceNow Customer Service Management und ManageEngine ServiceDesk Plus

Warum Freshservice gewählt wurde: Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.

Zuvor genutzte Software: JIRA Service Management

Gründe für den Wechsel zu Freshservice: ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.

Freshservice can help you work more efficiently.

Kommentare: If I have to make a new system choice today, I would choose Fresh again.

Vorteile:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Nachteile:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

In Betracht gezogene Alternativen: Zendesk Suite

Gründe für den Wechsel zu Freshservice: Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.

Great ITSM for Small team

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: JIRA Service Management

Gründe für den Wechsel zu Freshservice: Easy to work with. There is no complexity compared to Jira.

Manage your IT Service Desk, Freshservice gets it done

Kommentare: Great! IT Service Management has become lot easier with freshservice.

Vorteile:

Ease of use, cross platform compatibility, multiple channels of support available.

Nachteile:

Needs to be more flexible and feature rich in work automations and customized fields.

In Betracht gezogene Alternativen: iTOP

Gründe für den Wechsel zu Freshservice: because it was more feature rich as compared and a paid product with support

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

Vorteile:

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.

Nachteile:

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

An excellent customer service tool, Freshservice

Kommentare: We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Vorteile:

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.

Nachteile:

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.

Freshservice Review

Kommentare: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Vorteile:

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.

Nachteile:

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)

In Betracht gezogene Alternativen: Jira und Zendesk Suite

Gründe für den Wechsel zu 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.

A Deep Dive into Freshservice Performance and Features

Kommentare: Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively.

Vorteile:

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

Nachteile:

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.

The Best IT Helpdesk Software

Kommentare: It has been an overall great experience and I highly recommend it.

Vorteile:

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.

Nachteile:

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

Freshservice

Vorteile:

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.

Nachteile:

The asset management interface could be improved.

Fresh service as a ticketing system

Kommentare: It has been top-notch. I have no major complaints

Vorteile:

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

Nachteile:

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

Freshservice IS a great Product

Kommentare: They have been helpful whenever we had an issue.

Vorteile:

Ticket System workflow is the best to use.

Nachteile:

it is a learning curve to use the workflow

In Betracht gezogene Alternativen: ServiceNow

Gründe für den Wechsel zu Freshservice: Price and ease of service

Great Services

Kommentare: This is one if the best ticketing services I have used!

Vorteile:

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

Nachteile:

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.

Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!

Vorteile:

The interface is user-friendly and the automation features save me a lot of time.

Nachteile:

I wish the reporting capabilities were more customizable and the mobile app could use some improvements.

Create the support system that fits your organization!

Vorteile:

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.

Nachteile:

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!

End user for Helpdesk

Vorteile:

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

Nachteile:

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

Poor product, difficult to use

Kommentare: We moved from an obsolete proprietary system that felt very much Web 1.0, so initially my enthusiasm was high. It went down with every struggle with many details, to which I got response from the implementation team "not possible", "not how the product is designed", "it's not possible to implement". It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with.

Vorteile:

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

Nachteile:

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.

Powerhouse for IT service management

Vorteile:

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

Nachteile:

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

Manage your tickets with Freshservice

Vorteile:

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.

Nachteile:

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

Such an amazing product

Kommentare: Amazing

Vorteile:

It helps with time and effectiveness I will do great for everyone

Nachteile:

None I have no complaints it is amazing