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Über Freshservice

Online-ITSM-Service-Desk mit Vorfalls-, Problem-, Änderungs-, Freigabe- und Asset-Management mit leistungsstarkem Ticketing und Automatisierung

Erfahre mehr über Freshservice

Vorteile:

It was easy to get started and allowed us to integrate into out ERP software to allow tickets from it.

Nachteile:

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.

Bewertungen zu Freshservice

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,5
Kundenservice
4,6
Funktionen
4,3
Preis-Leistungs-Verhältnis
4,4

Weiterempfehlungsquote

8,6/10

Freshservice hat eine Gesamtbewertung von 4,5 von 5 Sternen basierend auf 573 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (573)

Brad
Brad
ERP Analyst
Verifizierter Nutzer auf LinkedIn
Hochschulbildung, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Great Overall SASS for IT

4,0 vor 4 Jahren
Untertitel auf Deutsch sind im Videoplayer verfügbar
Erick
Erick
Client Technologies Manager in USA
Verifizierter Nutzer auf LinkedIn
Automotive, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Probably the best tool for Help Desk Management

5,0 vor 3 Jahren

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.

Sarah
Sarah
System Administrator in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

You can do a lot of great things with Freshservice

4,0 vor 2 Jahren

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.

Mikaela
Chapter Management Lead in Schweden
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Freshservice can help you work more efficiently.

5,0 vor 2 Monaten

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Unternehmensberatung, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: GetApp

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

2,0 vor 7 Jahren

Vorteile:

Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Nachteile:

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Romil
IT Helpdesk in Kanada
Bildungsmanagement, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great ITSM for Small team

5,0 vor 2 Monaten Neu

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.

Lillian
Lillian
Human Resources Generalist in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Freshservice is a top-notch help desk solution

4,0 vor 9 Monaten

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.

Phillip
ICT Support Officer in Australien
Bildungsmanagement, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

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

5,0 vor 8 Monaten

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

Andreas
Bereichsleiter IT in Deutschland
Personalwesen, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

I like the Produkt

5,0 vor 9 Monaten

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!

Yasceine
Quality Manager in Saudi-Arabien
Computer-Vernetzung, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Freshservice HelpDesk Overview

4,0 vor 4 Wochen Neu

Kommentare: It is a friendly-use module, easy to manage.

Vorteile:

focus on simplicity and ease of use customization options

Nachteile:

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Marco
IT Expert in USA
Verbraucherdienste, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Freshservice: Modern and Reliable Ticketing Solution

5,0 letzten Monat Neu

Vorteile:

The capabilities of this ticketing solution are incredible. Freshservice is easy to use and flexible.

Nachteile:

I do not have dislikes for Freshservice. Freshservice works so well for us.

Paul
Lean System Analyst in UK
Informationstechnologie & -dienste, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

FreshService is Great but not consistent

4,0 vor 2 Jahren

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.

David
Senior Systems Adminsitrator in USA
Bildungsmanagement, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

FreshService keeping ITSM fresh in modern systems

4,0 letztes Jahr

Kommentare: Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Vorteile:

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Nachteile:

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Ron
Systems Administrator in USA
Psychische Gesundheitsfürsorge, 51–200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

The best helpdesk software I have used

5,0 vor 2 Jahren

Kommentare: Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened).

Vorteile:

I love the automation and customization that is possible.

Nachteile:

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

In Betracht gezogene Alternativen: Jira, Zoho Desk, ServiceNow und Zendesk Suite

Warum Freshservice gewählt wurde: We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.

Zuvor genutzte Software: Spiceworks Cloud Help Desk

Samuel
System Administrator in Kanada
Landwirtschaft, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Easily worth the price compared to free ticket systems

5,0 vor 3 Jahren

Kommentare: Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

Vorteile:

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

Nachteile:

The settings/configuration is not super intuitive.

In Betracht gezogene Alternativen: Kaseya VSA und Autotask PSA

Warum Freshservice gewählt wurde: Lack of features

Zuvor genutzte Software: HESK

Gründe für den Wechsel zu Freshservice: Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)

Chad
IT Technician in Kanada
Automotive, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Hard to find something better

5,0 vor 3 Jahren

Kommentare: Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.

Vorteile:

The vast number of features presented for a fair price. New features and enhancements are being made constantly.

Nachteile:

Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.

In Betracht gezogene Alternativen: ManageEngine ServiceDesk Plus und SolarWinds Service Desk

Gründe für den Wechsel zu Freshservice: FreshService having a better workflow editor was the sole reason we chose it over the others.

Aleksandr
Aleksandr
IT Service Desk Specialist III in USA
Bildungsmanagement, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Freshservice Review from a daily user and admin

4,0 vor 5 Jahren

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

Kimber
Business Solutions Analyst in USA
Bildungsmanagement, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Good, but not quite great

4,0 vor 2 Jahren

Kommentare: FreshService is definitely an improvement over our previous system, and we like it, but it's not all it could be. That said, they make frequent updates and are noticeably trying hard. It's a good solution for the money, but if you have the budget and want robust project management, change management, knowledge base, asset tracking inventory features, there are likely better solutions

Vorteile:

The FreshService implementation team was very easy to work with and provided excellent customer support. They did a great job of keeping us on the timeline we had set. General tech support is very good as well. I always get a response within a day. I've also enjoyed working with their robust API so that I can make customizations. The ticketing system, which is by far the most commonly used feature, is excellent.

Nachteile:

The knowledge base feature leaves some things to be desired. There is no ability to create a template so that multiple people can write articles with a consistent look. The user side can be customized with Javascript and CSS, but the agent side can't be. The result is that knowledge base articles look different, depending on who is looking at them, and whether the article content is included in an e-mail or being accessed from a URL. The project management feature is confusing and not particularly intuitive. Especially when it comes to altering dates for tasks that must happen in a sequential order.

Karthic
IT Officer in Indien
Umweltdienstleistungen, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A Deep Dive into Freshservice Performance and Features

4,0 vor 9 Monaten

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Transport/Güterfrachtverkehr/Schienenverkehr, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Efficient and Reliable Support Ticket Management with Freshservice

5,0 letztes Jahr

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.

Gustavo
Mr in Kanada
Lebensmittelproduktion, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Easy to use ITSM system that lack proper integration with other platforms.

4,0 vor 3 Jahren

Kommentare: Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated.

Vorteile:

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

Nachteile:

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.

In Betracht gezogene Alternativen: ServiceNow

Gründe für den Wechsel zu Freshservice: Price and ease of deployment.

Karina
IT Director in USA
Informationstechnologie & -dienste, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Offers a lot of features

4,0 vor 3 Jahren

Kommentare: It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.

Vorteile:

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.

Nachteile:

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.

Lee
Application Support Manager in UK
Einzelhandel, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

FreshService - Essential for Ticket Management and ITSM

4,0 vor 9 Monaten

Kommentare: Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams.

Vorteile:

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Nachteile:

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

Michael
Software product owner in UK
Computer-Software, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best support ticketing system

5,0 vor 3 Jahren

Kommentare: Love it what more can I say make my job much easier.

Vorteile:

Makes managing support very easy, love working with Fresh Service and the link to Jira works brilliantly

Nachteile:

The searches could be a bit better if additional filtering options were added to narrow down the search when looking for historical tickets

Edward
Infrastructure Engineer in UK
Computer- & Netzwerksicherheit, Selbstständig
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Functional but has frustrations

4,0 letztes Jahr

Kommentare: It's definately capable of doing the job and does get frequent improvements but has some frustrations

Vorteile:

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Nachteile:

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.

Anna Rabeeca
Anna Rabeeca
Senior Software Engineer in Schweiz
Verifizierter Nutzer auf LinkedIn
Pharmazeutika, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung
Quelle: GetApp

An ITIL web-based help desk with effective ticketing and financial services

3,0 vor 3 Jahren

Kommentare: FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes.

Vorteile:

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.

Nachteile:

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.