¿Quién utiliza este software?

Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.

Valoración media

95 reseñas
  • 4 / 5
    En general
  • 4.5 / 5
    Facilidad de uso
  • 4.5 / 5
    Atención al cliente
  • 4 / 5
  • 4 / 5
    Relación calidad-precio

Detalles del producto

  • Precio de partida
  • Versión gratuita
  • Implementación
    Instalado: Mac
    Instalado: Windows
  • Formación
    En persona
    En directo en línea
    Seminarios web
  • Asistencia
    Todos los días a cualquier hora (atiende un representante)
    Horas laborables
    En línea

Datos del proveedor

  • Freshworks
  • http://freshservice.com
  • Fundada en 2010

Información sobre este software

Maintain inventory of your organization's IT and non-IT assets like contracts, hardware, software, and track asset details throughout its lifecycle with Freshservice's asset management. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management, and enhanced impact analysis.

  • Activity Tracking
  • Alerts / Escalation
  • Approval Workflow
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Audit Trails
  • Auto Extraction
  • Automated Routing
  • Availability Management
  • Barcoding / RFID
  • Billing & Invoicing
  • Bug Tracking
  • Buy Side (Suppliers)
  • CMDB
  • Capacity Monitoring
  • Case Management
  • Cataloging / Categorization
  • Change Calendar
  • Change Management
  • Change Planning
  • Check-in / Check-out
  • Collaboration
  • Community Forums
  • Complaint Classification
  • Completion Tracking
  • Compliance Management
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract / SLA Management
  • Contract Drafting
  • Contract Management
  • Contract Templates
  • Corrective Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Dashboard
  • Data Management
  • Depreciation Management
  • Depreciation Tracking
  • Device Auto Discovery
  • Digital Signature
  • Discussion Boards
  • Disposal Tracking
  • Document Management
  • Escalation Management
  • Event Logs
  • FAQ
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Government Contracts
  • Guided Problem Solving
  • Hardware Inventory
  • Historical Audit
  • IT Asset Management
  • IT Budgeting
  • IT Service Desk
  • IT Service Management
  • Impact Management
  • Inbox / Queue Management
  • Incident Management
  • Incident Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Multiple Brands / Products
  • Patch Management
  • Percent-Complete Tracking
  • Performance Management
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Procurement Management
  • Product Roadmapping
  • Project Management
  • QR Codes
  • Quality Assurance Management
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access
  • Remote Control
  • Requirements Management
  • Requisition Management
  • Reservations
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • Routing
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Self-Learning
  • Sell Side (Customers)
  • Service Catalog
  • Service Desk Management
  • Service History
  • Service Reporting
  • Social Media Monitoring
  • Software Inventory
  • Specialty Contracts
  • Status Tracking
  • Supports Agile
  • Supports Scrum
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Testing / QA Management
  • Ticket Management
  • Time & Expense Tracking
  • Training Management
  • User Activity Monitoring
  • Version Control
  • Visualization

Últimas reseñas disponibles sobre Freshservice

Traducción realizada automáticamente. Mostrar la reseña original

Feature-rich and intuitive

En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidad
5 / 5
Asistencia al cliente
Relación calidad-precio

Comentarios: We are back "with the times" compared to our previous ticket system.

Puntos a favor: The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Puntos en contra: With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there. Agents can't configure an "out-of-office" period themselves.
There's no possibility to set up a custom dashboard per agent.
My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...)
And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.

Traducción realizada automáticamente. Mostrar la reseña original

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

En general
3 / 5
Facilidad de uso
1 / 5
Características y funcionalidad
4 / 5
Asistencia al cliente
1 / 5
Relación calidad-precio

Puntos a favor: 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.

Puntos en contra: 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.