Freshservice

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

4,5 /5 (384 avaliações) Escreva uma avaliação!

Resumo do Freshservice

O que é o Freshservice?

O Freshservice é uma solução de central de serviços e gerenciamento de serviços de TI (ITSM) baseada na nuvem, que atualmente atende a mais de 10.000 clientes de empresas de todos os portes em todo o mundo.

O Freshservice foi projetado usando as melhores práticas da ITIL para ajudar as organizações de TI a se concentrar no que é mais importante: uma prestação de serviços excepcional para obter a satisfação do cliente. Além de dar suporte às suas necessidades de central de serviços e ITSM, esses clientes escolhem o Freshservice com base na facilidade de uso, velocidade de configuração, atendimento ao cliente e acessibilidade.

O Freshservice possui uma interface do usuário intuitiva, é facilmente configurável e personalizável para atender aos requisitos exatos dos clientes e pode ser integrado facilmente a outros sistemas de TI e negócios. As integrações nativas a vários serviços populares na nuvem, como Google Apps, Dropbox, AWS e Bomgar, também aceleram a implantação e o alcance.

O Freshservice faz parte da família de produtos Freshworks, cujo principal produto é a solução líder de suporte ao cliente Freshdesk, com mais de 100.000 clientes em todo o mundo, incluindo Cisco, Honda, 3M, The Atlantic e QuizUp.

Resumo do Freshservice

Preços

A partir de
US$ 19,00/mês

Opções de preços

Teste Grátis
Assinatura
Relação qualidade/preço

Recursos do Freshservice

Dispositivos
Porte da empresa
P M G
Mercados
Estados Unidos, Canadá, Reino Unido, Austrália, China e outros 5, Índia, Japão, Alemanha, Brasil, México
Idiomas
Alemão, Espanhol, Francês, Holandês, Inglês e outros 5, Italiano, Polonês, Português, Russo, Sueco

Mídias

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Freshservice - Avaliações

Freshservice - Avaliações

Classificação geral
4,5
/
5
Excelente
240

Muito bom
121

Regular
15

Ruim
7

Péssimo
1

Relação qualidade/preço
4,5
Recursos
4,3
Praticidade
4,6
Suporte ao cliente
4,7
94% dos usuários recomendam este app
Rich K.

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.


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Mel W.

Implementation and Management

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.


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Avaliador Verificado

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


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Braden J.

Great IT software

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!


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Adam P.

A great helpdesk solution

Great benefit to the team, improved communication both internally and externally.


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Rich K.
Setor: Atacadistas
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante Mais de dois anos
Avaliado em 09/10/2018
Fonte da avaliação: Capterra

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.

Vantagens

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.

Desvantagens

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Mel W.
Setor: Imobiliárias
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português
Traduzido para o Português

Implementation and Management

Usado Diariamente durante 1 a 5 meses
Avaliado em 25/09/2020
Fonte da avaliação: Capterra

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Vantagens

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Desvantagens

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Avaliador Verificado
Setor: Consultoria de gestão
Porte da empresa: 201-500 funcionários
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante 6 a 12 meses
Avaliado em 13/06/2017
Fonte da avaliação: GetApp

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 1.0/10

Braden J.
Setor: Engenharia civil
Porte da empresa: 201-500 funcionários
Traduzido para o Português
Traduzido para o Português

Great IT software

Usado Diariamente durante Mais de um ano
Avaliado em 24/09/2020
Fonte da avaliação: Capterra

love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!

Vantagens

The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all

Desvantagens

They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Adam P.
Setor: Imobiliárias
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português
Traduzido para o Português

A great helpdesk solution

Usado Diariamente durante Mais de um ano
Avaliado em 17/04/2020
Fonte da avaliação: Capterra

Great benefit to the team, improved communication both internally and externally.

Vantagens

So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find

Desvantagens

A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Recomendação do usuário
8,8/10
Baseado em 384 usuários
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Preço do Freshservice

Preço do Freshservice

A partir de
US$ 19,00/mês
Teste Grátis
Assinatura
Relação qualidade/preço
Relação qualidade/preço
4,5/5
Baseado em 384 usuários
Compare as alternativas por relação qualidade/preço
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Recursos do Freshservice

Recursos do Freshservice

API
Acompanhamento de atividades
Alertas/transferência
Auditoria
Controle do acesso
Dados em tempo real
Ferramentas de colaboração
Função de busca
Gerenciamento de usuários
Gestão de conformidade
Gestão do fluxo de trabalho
Importação/exportação de dados
Integração de terceiros
Interface para arrastar e soltar
Monitoramento
Monitoramento em tempo real
Notificações automáticas
Painel de atividades
Relatórios e estatística
Visualização de dados
Recursos
4,3/5
Baseado em 384 usuários
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Categorias

Perguntas frequentes sobre o Freshservice

Perguntas frequentes sobre o Freshservice

Abaixo estão algumas perguntas frequentes sobre o Freshservice.

P: Que tipo de planos o Freshservice oferece?

O Freshservice oferece os seguintes planos de pagamento:

A partir de: US$ 19,00/mês

Modelo de preços: Assinatura

Teste Grátis: Disponível

P: Quais são os principais recursos do Freshservice?

Não temos informações sobre os recursos do Freshservice.

P: Quem costuma usar o Freshservice?

Os clientes habituais do Freshservice são:

Pequenas empresas, Grandes empresas, Administrações públicas, Sem fins lucrativos, Empresas de médio porte

P: Em que idioma o Freshservice está?

O Freshservice está nos seguintes idiomas:

Alemão, Espanhol, Francês, Holandês, Inglês, Italiano, Polonês, Português, Russo, Sueco

P: Que tipo de planos o Freshservice oferece?

O Freshservice tem os seguintes planos de preços:

Assinatura

P: O Freshservice é compatível com disponíveis móveis?

O Freshservice é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O Freshservice se integra com quais outros aplicativos?

O Freshservice se integra com os seguintes aplicativos:

Asset Panda, Azuqua, Bitium, Capabiliti, Cloud Elements, LogMeIn Rescue, Mobility Portal Server, Opsgenie, Pipeliner CRM, Workato

P: Que nível de suporte o Freshservice oferece?

O Freshservice oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo