Freshservice

Uma ferramenta completa de gerenciamento de serviços de TI (ITSM) para empresas

Classificação geral

4,5 /5
(561)
Relação qualidade/preço
4,4/5
Recursos
4,3/5
Praticidade
4,5/5
Suporte ao cliente
4,6/5

94%
dos usuários recomendam este app
Classificar por

561 avaliações

Eric
Classificação geral
  • Setor: Seguros
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Um software ITSM muito completo

Avaliado em 08/08/2023

Gosto muito da ferramenta, existem um ponto ou outro que precisam melhorar, mas com certeza...

Gosto muito da ferramenta, existem um ponto ou outro que precisam melhorar, mas com certeza recomendo.

Vantagens

A possibilidade de gerenciamento de tickets, serviços de diversas formas.

Desvantagens

A diversidade de possibilidade que existe no gerenciamento de tickets não existe para alguns outros módulos, como, por exemplo, para gerenciamento de usuário, para gerenciamento de ativos, gerenciamento de campos e campos reutilizáveis através dos objetos personalizados.Cobrança em real (R$), moeda brasileira e suporte local no Brasil.

Felipe
Classificação geral
  • Setor: Automotivo
  • Porte da empresa: 51 - 200 funcionários
  • Usado Mensal durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 5.0 /10

Ótima ferramenta de ITSM

Avaliado em 29/01/2023

Centraliza e facilita a distribuição das tarefas do IT, fácil de gerenciar os contratos e informaçõe...

Centraliza e facilita a distribuição das tarefas do IT, fácil de gerenciar os contratos e informações sobre o parque de equipamentos de sua empresa.

Vantagens

Se estas a procura de uma ferramenta de ITSM, o Freshservice é uma das mais simples e fáceis de se utilizar atualmente. Fazendo o contrato dos serviços que necessita, é uma poderosa ferramenta que ajuda no dia a dia do IT da sua empresa.

Desvantagens

Muitas das informações para a instalação local não são claras e necessitam de um suporte para serem ultrapassadas. Muita das vezes, não há documentação suficientemente clara para ajudar com isso. Ou opte pela verão online, que não precisa ser instalada.

Avaliador Verificado
Classificação geral
  • Setor: Serviços de Facilities
  • Porte da empresa: 11 - 50 funcionários
  • Usado Semanal durante Avaliação gratuita
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

7

Avaliado em 03/02/2023

muito bom pios sabemos que estamos em um aplicativo seguro

muito bom pios sabemos que estamos em um aplicativo seguro

Vantagens

muito bom muito facil de usar te da varias esplicacoes

Desvantagens

nao gostei que nao tem um suporte para as pessoas que nao sabem usar

Bryan
Classificação geral
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Great tool for tracking issues, managing assets, staying compliant

Avaliado em 11/04/2018

It allowed us to determine the number of IT staff needed to support a growing company. It also...

It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance.

Vantagens

FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance.

Desvantagens

I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues.

Denise
Classificação geral
  • Setor: Publicidade e marketing
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Works wonderfully for automation and workflow

Avaliado em 06/02/2023

Everything related to work may be found in one convenient location. It's perfect for storing...

Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Vantagens

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Desvantagens

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

Lee
Classificação geral
  • Setor: Varejistas
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

FreshService - Essential for Ticket Management and ITSM

Avaliado em 18/08/2023

Change and Release Management have simplified and reduced the number of issues we have had as a...

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.

Vantagens

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.

Desvantagens

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.

Avaliador Verificado
Classificação geral
  • Setor: Consultoria de gestão
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 1.0 /10

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

Avaliado em 13/06/2017

Vantagens

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.

Desvantagens

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.

David
Classificação geral
  • Setor: Administração pública
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Freshservice

Avaliado em 17/08/2023

Very positive experience as we are able to configure system to meet our needs.

Very positive experience as we are able to configure system to meet our needs.

Vantagens

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Desvantagens

Time Tracking and Interface to Billing System(s)

Mario
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Freshservice IS a great Product

Avaliado em 08/08/2023

They have been helpful whenever we had an issue.

They have been helpful whenever we had an issue.

Vantagens

Ticket System workflow is the best to use.

Desvantagens

it is a learning curve to use the workflow

Alternativas consideradas

ServiceNow

Razões para mudar para o Freshservice

Price and ease of service
Lutz
Classificação geral
  • Setor: Atacadistas
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

A good and powerful tool

Avaliado em 25/08/2023

Vantagens

easy way to customize for our needs, All needed functions are in place, easy to handle

Desvantagens

a good an helpfull too in my role as a service desk Teamleader.

Swati
Classificação geral
  • Setor: Gestão da educação
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Great Services

Avaliado em 21/08/2023

This is one if the best ticketing services I have used!

This is one if the best ticketing services I have used!

Vantagens

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Desvantagens

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Yoosuf
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Easy App To Use as a Help Desk

Avaliado em 30/08/2023

Vantagens

Feature to create ticket for a problem in the system and overall check with all the customers.Customers can create ticket for us to attend easily and help them.

Desvantagens

All the features that i would want in a help desk app is available with Fresh Service.

Joria Tolitz
Classificação geral
  • Setor: Logística e cadeia de fornecimento
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Insight from my Freshservice Experience

Avaliado em 17/08/2023

Vantagens

Fresh Service is neat and easy to navigate. When it comes to the ticketing system, you have various options to work with and can link it to other modules.

Desvantagens

We could not create a custom place holder that we can use on canned responses, workflow, etc.

Avaliador Verificado
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 1 001 - 5 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Freshservice is the best ITSM, our users love it!

Avaliado em 13/09/2022

After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our...

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

Vantagens

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.

Desvantagens

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

Alternativas consideradas

Jira e ManageEngine ServiceDesk Plus

Razões para escolher o Freshservice

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.

Software anterior

Spiceworks

Razões para mudar para o Freshservice

It was the best option for us.
Benjamin
Classificação geral
  • Setor: Construção
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

FreshService Internal Ticket Management System for Gehan Homes

Avaliado em 20/05/2021

We enjoy FreshService for the simplistic ticket management and communication it provides. It is...

We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.

Vantagens

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Desvantagens

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Razões para escolher o Freshservice

ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.

Software anterior

ManageEngine Endpoint Central

Razões para mudar para o Freshservice

Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.
Mark
Classificação geral
  • Setor: Educação superior
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Good value and easy to implement and use

Avaliado em 27/09/2022

We have been happy with Freshservice and consider it a good value in comparison to some of the...

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.

Vantagens

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.

Desvantagens

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.

Razões para mudar para o 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.
David
Classificação geral
  • Setor: Gestão da educação
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

FreshService keeping ITSM fresh in modern systems

Avaliado em 05/01/2023

Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it...

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.

Vantagens

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.

Desvantagens

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.

Avaliador Verificado
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Easily worth the price compared to other ticket systems.

Avaliado em 08/06/2021

Vantagens

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice.
The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company.

There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets.

The support and technical staff are excellent and an example for other companies!

Desvantagens

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Alternativas consideradas

Jira, TOPdesk e Zendesk Suite

Razões para mudar para o Freshservice

Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.
Gemma
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: Profissional autônomo
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Happy with Freshservice

Avaliado em 28/09/2022

Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT...

Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.

Vantagens

I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.

Desvantagens

I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.

Alternativas consideradas

TOPdesk

Razões para escolher o Freshservice

I needed an all in solutions with assest management, change and problem management

Software anterior

Freshdesk

Razões para mudar para o Freshservice

Price
Samuel
Classificação geral
  • Setor: Agricultura
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Easily worth the price compared to free ticket systems

Avaliado em 20/05/2021

Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other...

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.

Vantagens

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

Desvantagens

The settings/configuration is not super intuitive.

Hossam
Classificação geral
  • Setor: Varejistas
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 3.0 /10

Hossam's Fresh Service Review

Avaliado em 30/08/2021

The overall experience is not that pleasant, it can perform the daily tasks, but not powerful &...

The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner.

Vantagens

We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task

Desvantagens

It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using

Avaliador Verificado
Classificação geral
  • Porte da empresa: 51 - 200 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Feature-rich and intuitive

Avaliado em 27/02/2018

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

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

Vantagens

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.

Desvantagens

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.

Jose
Classificação geral
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructu...

Avaliado em 26/03/2018

The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve...

The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.

Vantagens

It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.

Desvantagens

Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.

Gustavo
Classificação geral
  • Setor: Fabricação de alimentos
  • Porte da empresa: 201 - 500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

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

Avaliado em 20/05/2021

Overall Freshservice is an easy to use and deploy platform that will work in small and medium size...

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.

Vantagens

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

Desvantagens

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.

Alternativas consideradas

ServiceNow

Razões para mudar para o Freshservice

Price and ease of deployment.
Karina
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 5 001 - 10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Offers a lot of features

Avaliado em 09/02/2021

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

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

Vantagens

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.

Desvantagens

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.