Wer nutzt diese Software?

Freshservices Kunden umfassen KMUs, Finanzorganisationen, Bildungseinrichtungen und mehrere Regierungsorganisationen.

Durchschnittliche Bewertung

365 Bewertungen
  • Gesamt 4.5/5
  • Benutzerfreundlichkeit 4.6/5
  • Kundenservice 4.7/5
  • Funktionen 4.3/5
  • Preis-Leistungs-Verhältnis 4.5/5

Produktinformationen

  • Startpreis 19,00 $/Monat
    Preisinformationen
  • Preisinformationen Startpreis: 20€/Monat
  • Kostenlose Version Nein
  • Gratis Testen Ja, Kostenlose Testversion
  • Einsatz Cloud, SaaS, Web
  • Training Persönlich
    Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung 24/7 (Live Vertreter)
    Support während der Geschäftszeiten
    Online

Angaben zum Hersteller

  • Freshworks
  • http://freshservice.com
  • Gegründet 2010

Über Freshservice

Pflege das Inventar deiner Unternehmens-IT und Nicht-IT-Assets wie Verträge, Hardware, Software und verfolge Asset Details während ihrer gesamten Lebensdauer mit Freshservices Asset-Management. Das Tool stellt ein erfrischendes Benutzererlebnis dar, und bietet außerdem leistungsfähige Ticketing- und Asset-Management-Funktionen, wie automatische Entdeckung neuer Ressourcen, leistungsstarkes Konfigurationsmanagement und verbesserte Wirkungsanalyse.

Freshservice Funktionen

  • Abschreibungsmanagement
  • Aktivitäts-Verfolgung
  • Audit Trail
  • Barcode / RFID
  • Check-in / Check-out
  • Entsorgungswirtschaft
  • Reservierung-Management
  • Standortverfolgung
  • Fall-Management
  • Feedback-Management
  • Formularverwaltung
  • Klassifikation der Beschwerden
  • Korrekturmaßnahmen (CAPA)
  • Kundenreklamations-Tracking
  • Problem-Nachverfolgung
  • Qualitätssicherungs-Management
  • Routing
  • Self-Service Portal
  • Social Media-Überwachung
  • Umfrage-Management
  • Audit Trail
  • Aufgabenmanagement
  • Compliance Management
  • Genehmigungs-Workflow
  • Kalender ändern
  • Planung ändern
  • Priorisierung
  • Release-Management
  • Trainingsmanagement
  • Auswirkungs-Mangement
  • Automatische Geräteerkennung
  • Beziehungs-Mapping
  • Datenvisualisierung
  • IT-Asset-Management
  • Konfigurationsmanagement
  • Leistungsüberwachung
  • Lizenzmanagement
  • Veränderungsmanagement
  • Automatisiertes Routing
  • Dokumentenspeicher
  • E-Mail-Integration
  • Echtzeit-Chat
  • IT-Asset-Management
  • Kundenspezifisches Branding
  • Management von Dienstgütevereinbarungen (SLA)
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Self-Service Portal
  • Ticket-Management
  • Verfolgung von Interaktionen
  • Warnungen / Eskalation
  • Wissensbasis-Management
  • Bedarfsmanagement
  • Beschaffungsmanagement
  • Compliance-Verfolgung
  • Instandhaltungsmanagement
  • Inventarverwaltung
  • Konfigurationsmanagement
  • Kostennachverfolgung
  • Lieferanten-Management
  • Vertrags-/Lizenz-Management
  • Wirtschaftsprüfung-Management
  • Compliance Management
  • Inventarverwaltung
  • Kapazitätsmanagement
  • Korrektur-Management
  • Lizenzmanagement
  • Remote-Zugriff/-Kontrolle
  • Wartungsplanung
  • Zugriffskontrollen/Berechtigungen
  • Überprüfung von Vorfällen
  • Anforderungsmanagement
  • Aufgabenmanagement
  • Fehlerverfolgung
  • Meilensteinverfolgung
  • Portfoliomanagement
  • Priorisierung
  • Problemmanagement
  • Produkt-Roadmaps
  • Prüfung / Qualitätssicherung
  • Ressourcenmanagement
  • Statusverfolgung
  • Unterstützt Scrum
  • Unterstützt agile Softwareentwicklung
  • Verfolgung des Prozentsatzes bis zur Fertigstellung
  • Zeit & Kosten Verfolgung
  • IT-Asset-Management
  • Release-Management
  • Self-Service Portal
  • Service-Katalog
  • Serviceberichterstattung
  • Störfallmanagement
  • Ticket-Management
  • Vertragsmanagement
  • Wissensmanagement
  • Konfigurationsmanagement
  • Problem-Management
  • Projektmanagement
  • Self-Service Portal
  • Störfallmanagement
  • Verfolgen von Vermögensanlagen
  • Verfügbarkeit-Management
  • Versions- und Bereitstellungsmanagement
  • Vertrags-/Lizenz-Management
  • Veränderungsmanagement
  • Audit Trail
  • Aufgabenmanagement
  • Disaster Recovery
  • Korrekturmaßnahmen (CAPA)
  • OSHA-Compliance
  • Sicherheitsmanagement
  • Ticket-Management
  • Ursachen-Diagnose
  • Vorfall-Berichterstattung
  • Aufgabenmanagement
  • Aufgabenmanagement
  • Dashboard
  • Eskalationsmanagement
  • Problemplanung
  • Projektmanagement
  • Wiederkehrende Probleme
  • Wissensbasis-Management
  • Überprüfung von Vorfällen
  • Beschaffungsmanagement
  • Configuration Management Database (CMDB)
  • Fernbedienung
  • IT-Asset-Management
  • Mobiler Zugriff
  • SLA-Management
  • Self-Service Portal
  • Störfallmanagement
  • Veränderungsmanagement
  • Wissensdatenbank
  • Content-Management
  • Diskussionsforum
  • Entscheidungsbaum
  • Katalogisierung / Kategorisierung
  • Kollaboration
  • Self-Service Portal
  • Volltextsuche
  • Wissensbasis-Management

Die hilfreichsten Reviews für Freshservice

Simple to use and has all the features you actually need.

Bewertet am 9.10.2018
Rich K.
Director of IT
Groߟhandel, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 Review from a daily user and admin

Bewertet am 1.8.2019
Aleksandr Z.
IT Service Desk Specialist III
Bildungsmanagement, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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

Simple Internal Support

Bewertet am 4.12.2019
Verifizierter Rezensent
Director of Information Technology
Non-Profit-Organisation Management, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Freshservice made keeping up with the requests in my workload possible. At the time of implementation I was the only member of our IT Department and after 1 year had closed about 300 tickets myself. After having brought in another person and as we're planning to grow our team even more we are on pace to handle 600+ this year. So many of those requests can and have gotten lost in email in the past, but no more!

Vorteile: Freshservice is simple to use as an end user submitting tickets and as an agent managing / responding to them. The automation features to automatically close tickets or assign to agents based on category are instrumental in an efficient workflow.

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. It feels like it's a few years old but it allows you to get the job done and ultimately that is all that matters.

Freshservice - Tickenting system

Bewertet am 12.12.2019
Ivan C.
IT Administrator
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
3/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Very good experience. We use the product since many years and we achieved to have many agents around the world.

Vorteile: Freshservice is a powerful tickenting system. It is affordable and full of functionalities.
Easy to log the tickets and to manage for the agents. It can be customized with a lot of features.

Nachteile: Being a Saas it's difficult to adapt the software 100% for our needs. In general we have never experienced big issue with the System.

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

Bewertet am 13.6.2017
Verifizierter Rezensent
Head of Application Services (System Administrator & Controlling Function)
Unternehmensberatung, 201-500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
Quelle: GetApp
2/5
Gesamt
3/5
Benutzerfreundlichkeit
1/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
1/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Lies weitere Bewertungen