Freshservice

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.

Freshservice is the best ITSM, our users love it!

Kommentare: After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.

Vorteile:

Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department.

Nachteile:

The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.

In Betracht gezogene Alternativen: Jira und ManageEngine ServiceDesk Plus

Warum Freshservice gewählt wurde: OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.

Zuvor genutzte Software: Spiceworks Cloud Help Desk und OTRS

Gründe für den Wechsel zu Freshservice: It was the best option for us.

Good Tool!

Kommentare: Overall though, Freshservice is a very mature platform for change management and IT ticketing, so there really isn't anything much to complain about.

Vorteile:

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Nachteile:

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

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.

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.

Good value and easy to implement and use

Kommentare: We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.

Vorteile:

We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.

Nachteile:

Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.

In Betracht gezogene Alternativen: HappyFox Help Desk, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, Vivantio und Zendesk Suite

Gründe für den Wechsel zu Freshservice: Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.

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.

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.

Freshservice - Fresh thinking, fresh system.

Kommentare: The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.

Vorteile:

Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.

Nachteile:

We have no real misgivings on Freshservice.

Good platform for case management

Kommentare: Very good platform for standard case management

Vorteile:

Easy to use and our user seem to get along with it well.

Nachteile:

Lack of integration with some of our other applications.

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 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 Cloud Help Desk

Gründe für den Wechsel zu Freshservice: Functionality and Price

The best helpdesk software I have used

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

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 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.

Hard to find something better

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.

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.

Feature packed ITSM which has room for improvement.

Kommentare: Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.

Vorteile:

Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Nachteile:

Reporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

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

Long time user

Kommentare: similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult

Vorteile:

ease of use for admins to control tickets via simple to use interface

Nachteile:

new features take several revisions to get working correctly / fit for OUR purpose

In Betracht gezogene Alternativen: ServiceNow Customer Service Management und Zendesk Suite

Warum Freshservice gewählt wurde: better UX

Zuvor genutzte Software: SysAid

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

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!

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.

Good solution, quirky business.

Kommentare: We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.

Vorteile:

Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.

Nachteile:

Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.

Functional but has frustrations

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.