Freshservice Erfahrungen

Probably the best tool for Help Desk Management

Kommentare: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Vorteile:

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.

Nachteile:

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.

You can do a lot of great things with Freshservice

Kommentare: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Vorteile:

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.

Nachteile:

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.

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.

The workflow very rigid

Vorteile:

The integration too rigid and unfriendly do not have confident to perform the integration

Nachteile:

The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation notification to customer. Only take action when error report by customer

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

I like the Produkt

Vorteile:

It is easy to use and i like the workflow automator

Nachteile:

Only indian support not able to understand them good

In Betracht gezogene Alternativen: JIRA Service Management

Warum Freshservice gewählt wurde: Because Track It do not support multible E-Mail accounts and no html mails

Zuvor genutzte Software: Track-It!

Freshservice is a real IT service

Kommentare: Good tool to implement not only in IT infrastructure but also to other deparments

Vorteile:

Collobration of tickets and task in incidents and tickets

Nachteile:

Transferring of tickets from one instance to another instance

Excellent Value and Everything we need for our Ticketing System

Kommentare: We have reduced the amount of redundancy and human error from many IT processes and workflows while organizing and improving our overall support and response time. FreshService is so well organized and it also helped us look into other areas that were often overlooked.

Vorteile:

I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error.

Nachteile:

During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement.

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.

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.

Freshservice Review

Kommentare: I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Vorteile:

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.

Nachteile:

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'.

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

Warum Freshservice gewählt wurde: 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.

Zuvor genutzte Software: Cerb

Gründe für den Wechsel zu Freshservice: Cost and ease of customization

FreshService is Great but not consistent

Kommentare: It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: ServiceNow

Warum Freshservice gewählt wurde: 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.

Zuvor genutzte Software: KACE

Gründe für den Wechsel zu Freshservice: Previous experience using FreshDesk and how it was beneficial to our needs.

Freshservice Helpdesk/Asset Management Review

Kommentare: Overall experience has been great. The product continues to evolve as well.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: ServiceNow Customer Service Management

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

Zuvor genutzte Software: Spiceworks

Gründe für den Wechsel zu Freshservice: Functionality and Price

A review about fresh service

Kommentare: A solid product with excellent qualities that can help transform how teams work

Vorteile:

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.

Nachteile:

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

In Betracht gezogene Alternativen: Zendesk Suite

Warum Freshservice gewählt wurde: Several limitations on the platform that did not allow workflows to be created as desired.

Zuvor genutzte Software: Jira

Gründe für den Wechsel zu Freshservice: We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.

FreshService is great for IT ticketing, terrible for project management

Kommentare: I dislike this tool and am ready to find a new solution.

Vorteile:

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.

Nachteile:

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.

Freshservice

Kommentare: Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.

Vorteile:

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.

Nachteile:

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.

FreshService provides many of ServiceNow level functions - but without the price tag

Kommentare: I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.

Vorteile:

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.

Nachteile:

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

In Betracht gezogene Alternativen: Dynamics 365

Gründe für den Wechsel zu Freshservice: FreshService has a significant focus on IT management, where D365 doesn't, so we didn't have to build out custom functionality with FreshService.

Everything You Need In A Great Ticketing System

Kommentare: Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.

Vorteile:

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!

Nachteile:

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.

Freshservice Review from a daily user and admin

Kommentare: My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product.

Vorteile:

- 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

Nachteile:

- 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

Freshservice - Mid Tier, but power packed like enterprise IT ITSM tool

Kommentare: Love it. We utilize Freshservice for our corporate helpdesk ticketing system.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: SysAid und Zendesk Suite

Warum Freshservice gewählt wurde: Need to have a proper ITSM tool

Zuvor genutzte Software: Microsoft SharePoint

Efficient and Reliable Support Ticket Management with Freshservice

Kommentare: My overall experience with Freshservice has been positive, with the platform is easy to use, comprehensive, and efficient. The platform offers a range of features which can be customized to meet an organization's specific needs.

Vorteile:

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.

Nachteile:

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

In Betracht gezogene Alternativen: Jira

Gründe für den Wechsel zu Freshservice: All because of its ease of use.

Excellent service

Kommentare: Very happy

Vorteile:

Ease of use, customer support and nice layouts

Nachteile:

Some things not configurable which makes us having to do workarounds

In Betracht gezogene Alternativen: ServiceNow Customer Service Management

Warum Freshservice gewählt wurde: Cost

Zuvor genutzte Software: Hornbill

Gründe für den Wechsel zu Freshservice: Cost

Great software, spotty support

Kommentare: I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way. On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!

Vorteile:

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.

Nachteile:

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.

Freshservice is a very simple web based portal with a great deal of functionality.

Kommentare: Freshservice is an easy way to manage and resolve issues by following the ITIL proces

Vorteile:

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.

Nachteile:

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.