Über Freshservice
Freshservice ist eine cloudbasierte IT-Helpdesk- und Dienstleistungs-Management-Lösung, die es Unternehmen ermöglicht, ihren IT-Betrieb zu vereinfachen. Die Lösung bietet Funktionen wie ein Ticketingsystem, ein Self-Service-Portal und eine Wissensdatenbank. Die Lösung bietet auch eine mobile App für iOS und Android, die es IT-Administratoren ermöglicht, Anfragen per Fernzugriff zu bearbeiten.
Freshservice bietet ITIL-fähige Komponenten (Information Technology Infrastructure Library), die Administratoren bei der Verwaltung von Anlagen, Vorfällen, Problemen, Änderungen und Releases unterstützen. Die Asset-Management-Komponente unterstützt Unternehmen bei der Kontrolle ihrer IT-Assets. Software-/Hardware-Assets können hinzugefügt, mit Tags versehen, nachverfolgt und abgekoppelt werden, um die Sichtbarkeit und das Bewusstsein für die Assets zu gewährleisten.
Freshservice bietet auch ein Gamification-Modul namens „Arcade“. Dieses Modul ermöglicht es IT-Agenten, Punkte zu sammeln und IT-bezogene Aufgaben zu gamifizieren. Die Lösung ermöglicht es Administratoren, vordefinierte Berichte für Vorfälle und Änderungen unter Verwendung verschiedener Filter zu erstellen.
Freshservice kann mit Anwendungen von Drittanbietern zur Verwaltung des Servicedesks integriert werden.
Freshservice ist im Rahmen eines Jahresabonnements erhältlich, das Support per E-Mail und Telefon beinhaltet.
Freshservice Preis
Freshservice bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Freshservice ist ab EUR 15.00/Monat verfügbar.
Alternativen für Freshservice
Freshservice Erfahrungen
Funktionsbewertung
- Branche: Großhandel
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Simple to use and has all the features you actually need.
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.
- Branche: Internet
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
An excellent customer service tool, Freshservice
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.
- Branche: Unterhaltung
- Unternehmensgröße: 501–1’000 Mitarbeiter
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Review of Freshservice
Very good experience. But when our organization became bigger and more systems were buildt, we found freshservice didn't have enough capability for integration. So it's hard to keep FreshService in our IT eco system
Vorteile
Intuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well
Nachteile
Not enough integration. Can't connect with other systems
- Branche: Unternehmensberatung
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
No bang for the buck, an overpriced form submission tool that disappoints in reporting and...
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Quelle der Bewertung
Awesome product for ITSM, ITAM and ITOM
Vorteile
I like the Self service portal and Virtual Agent, With this requestor can easily make Service request through the portal and Virtual Agent helps our requestor on basic troubleshoot problem
Nachteile
Improve the Customer support services , and provide a on site support is better to understanding more in this product
