von Freshworks4.5 / 5 6 Bewertungen
Bewertet am 9.10.2018
Simple to use and has all the features you actually need.
Kommentare: I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.
Vorteile: 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.
Nachteile: List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
Bewertet am 9.2.2019
FreshService provides an amazng helpdesk and inventory solution
Kommentare: This helpdesk allows us to easily manage issues and our inventory in a single web based application that we can access anywhere.
Vorteile: The ability to easily gather tickets, generate reports, and manage assets is wonderful. Being able to link certain assets to trouble tickets and track expenses helps us track down reoccuring problems with ease. Email ticket submission has greatly increased communication with the tech staff and teachers.
Nachteile: The higher tiers get very expensive, especially as you pay by agent. Some features are only available at the highest tier.
Bewertet am 13.3.2019
Solid Cloud based ITSM but there is still room for improvement
For a company or for freshers who are not familiar with ITIL process its a good way to address that.
for the Price its one of the best products out there.
One thing which made us switch to Freshservices was its interface. Their UI just feels natural.
Their workflow is pretty simple, lot of room for automation though. Once you set it up I think it didn't take us more than 6 hours to learn the product.
The URL which they provide are log and very unintuitive. we have to use bit.ly to shorten it.
Another thing which I would love is if they could automate the workflow more, I want my reps to solve the issues now take care of basic maintenance.
as it has a vast feature list, sometimes finding basic things becomes difficult, the search option is still not optimized
Bewertet am 13.12.2018
Great Helpdesk Software
Kommentare: We have far more users than technicians, and our environment can get chaotic. Freshservice helps us keep order and proritize support needs properly.
Vorteile: The ticket management system is awesome. Easy to setup and putting in tickets takes little to no effort.
Nachteile: 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.
Bewertet am 4.12.2018
Kommentare: The overall experience is good. Our end users are comfortable with the process of submitting request.
Vorteile: The features I like most about FreshService is the easy-to-use dashboard and reporting system. I like the sign-in process for end users.
Nachteile: The software does not offer enough options as it relates to submitting request. I have only seen incidents and problems.
Bewertet am 8.2.2018
Everything to gain, nothing to lose, top quality ITSM software here!
Kommentare: Better performing of the IT department and responses time to custoers
* On cloud.
* Easy to setup.
* Innovation in features.
* User Friendly.
* Easy Problem Management Module.
* Releases module with very interesting features.
* Expandibility of configurations on different Modules.
* Custom Fields for different templates.
Nachteile: Not much of a con but more of something that I would like to see added, more in depth reporting, wih more access to custormer to extract their own reports ajusted to their needs
Bewertet am 5.8.2018
Great service desk software for a small IT team
Vorteile: 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.
Nachteile: 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.
Bewertet am 2.4.2019
Service and ITIL
Vorteile: Great service desk... all features of Freshdesk plus all the capabilities and functionalities of ITIL under one single solution. Easy to use, pretty much what you need to keep control on services, contracts and service delivery.
Nachteile: For large companies it might be really expensive, depending on the amount of assets.
Bewertet am 20.11.2018
Great Service Desk software
Vorteile: Simple interface that is clean and easy to navigate. Good pricing.
Nachteile: The lack check-out/in features for assigned equipment made things tricky for me.
Bewertet am 27.12.2018
Service Desk Management
Kommentare: Overall, a good product. I especially like the ease of use for the mobile app, though it is not fully featured.
Vorteile: This SaaS makes incident and service request tracking easy with a simple web interface and mobile app.
Nachteile: Determining what licensing level is necessary is difficult because website does not explicitly describe all the features. Less customizable than advertised.
Bewertet am 13.9.2018
IT Oriented CRM is a winner
Vorteile: The ease of use, integration, and ability to provide the IT department with a positive user facing ticketing software, is an unparalleled boon.
Nachteile: Unlike its FreshDesk cousin, many of the features from that iteration are removed or unavailable. However if you have no experience with that service you don’t know what you’re missing, so there’s that.
Bewertet am 26.8.2018
Decent support for IT Operations of smaller organization
Kommentare: Dont expect too much. Ours is a small organization so it was easy to use. employees can see all of their tickets and you have to wait until your ticket gets resolved. Simple and easy!!!
Vorteile: Streamlined helpdesk service that is simple and easy to use. Oh, I forgot to mention that there is a free plan that can support a generous 100 users. That could be all you need if it is a small business organization. The entire life cycle of a support request is taken care by a ticket. The simple, uncluttered interface is bound to be easy.
Nachteile: No space for any asset management. Also, zero support for pulling reports. also, integration with other applications could only be a dream.
Bewertet am 13.11.2018
Great for the Price! Love the Features!
Kommentare: Our previous helpdesk just was not working for us but the reason we could not immediately switch to a new one was due to the fact that we needed integrated asset management. Finding a good quality helpdesk like this is rare.
Vorteile: Tons of features. We needed a helpdesk that could also help manage our assets and this helpdesk managed to do both. What was really great was that we needed something that could work with our G Suite and help manage Chromebooks too!
Nachteile: Hard to import tickets/assets. They require a very specific format for importing ticket data and assets from other systems and we had a hard time getting our data in to it.
Bewertet am 4.8.2018
Great Helpdesk App
Kommentare: I was looking for a new helpdesk app for my company and I found freshservice to offer all the features we required.
Vorteile: FreshService is very feature rich and highly customizable.
Nachteile: The price is a bit steep for my liking but it is the average price for similar products.
Bewertet am 11.4.2018
Transitioning from FootPrints to FreshShervice now
Vorteile: Mobile App, speed of the service. It is much, much better than the version of FootPrints we were using. Trying to get it to work around us, is harder than us working around it. The ability to create saved filters on the fly is great.
Nachteile: Some things technicians can't change. Fields seen in list view and ability to sort by. At times it would be nice to sort tickets by last communication.
Bewertet am 13.3.2019
Vorteile: This company was a great tool when I began my business. I was not able to afford a full IT staff, and Freshservice made my life a breeze by providing on-demand IT help.
Nachteile: Nothing comes to mind. They were there when I needed them, and at an affordable price.
Bewertet am 7.2.2019
Decent since switch over
Vorteile: Major improvements since when I had checked it out and tried before when it was FreshWorks.
Nachteile: Support and lack of customizing options now with being all cloud based
Bewertet am 3.10.2018
Good, but room for improvement
Kommentare: We switched from Freshservice over from Zendesk. We were pleased that there wasn't much, if anything, that we gave up when switching over from a paid Zendesk account to a Free Freshservice account. We are still pleased overall with Freshservice, and have no plans to switch back to Zendesk. The dashboard and reporting are pretty basic, but still functional.
Easy to use
Free version gives you plenty when you're a small team
AD integration for Computers and Software
Dashboard could be more detailed
Setup takes some time
Bewertet am 11.4.2018
The user interface is easy to work with.
Kommentare: It helps to streamline the type of work I have to do on a daily basis, and makes it easy to collaborate with my fellow teammates across the globe.
Vorteile: Navigation is easy and I can find what I need without digging in too much. The layout is not convoluted.
Nachteile: I really have nothing negative to say. The software and it's user interface are pretty solid and easy to use.
Bewertet am 24.1.2019
Awsome tool for internal IT service
Vorteile: Gamification, and SLA management capabilities
Nachteile: In ability to manage multiple customer branches in one entity
Bewertet am 27.6.2016
Very poor in terms of support
Kommentare: A great product. But very poor in support. What is promised was not delivered. Reporting is very poor.
Nachteile: IP based accessibility to users are not supported. Reporting is very poor.
Bewertet am 22.1.2019
Freshservice is Good
Kommentare: We just started using it and no issues so far. We use it for ticketing system and never faced a problem so far.. For the money paid, I think Freshservice is a good product.
Vorteile: The UI is good and easy to learn. The Ease of use is good.
Nachteile: Didn't find much to complain or vine about.
Bewertet am 6.11.2018
Vorteile: It does what it promises and allows to prioritise and correctly manage tickets for customer service
Nachteile: It would be very useful to have a better management of tags for search queries, in order to identify tasks more quickly
Bewertet am 27.3.2019
Vorteile: Freshservice is easily scalable and offers a smooth initial integration
Nachteile: There have been several cases where we had to deal with duplicate records of tickets
Bewertet am 2.3.2018
Quick, easy and helpful
Vorteile: I like the ability to customize almost everything and the ease of which you can set it up. It also has a great feature set.