Wie gebruikt Freshservice?

De klanten van Freshservice zijn onder meer MSP's, financiële organisaties, onderwijsinstellingen en verschillende overheidsorganisaties.

Wat is Freshservice?

Freshservice is een online ITSM-oplossing met een unieke aanpak. Het biedt een verfrissende gebruikerservaring bovenop krachtige mogelijkheden voor ticketing- en middelenbeheer en is de meest gebruiksvriendelijke app op dit gebied. Naast kernfuncties zoals beheer van incidenten, problemen, veranderingen, vrijgave en bedrijfsmiddelen, kun je met Freshservice ook je kennisbank in de cloud zetten.

Freshservice - Details

Freshworks

http://freshservice.com

Opgericht in 2010

Freshservice - Prijsoverzicht

Freshservice vanaf US$ 19,00/maand. Freshservice heeft geen gratis versie maar biedt wel een gratis proefperiode. Hieronder vindt u extra prijsinformatie voor Freshservice.

Beginprijs

US$ 19,00/maand
Zie de prijsinformatie

Gratis versie

Nee

Implementatie

Cloud, SaaS, Web

Training

Persoonlijk

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Kantooruren

Online

Functies van Freshservice

Asset tracking software
Activiteiten volgen
Afschrijvingsbeheer
Audittrail
Beheer van afvalverwijdering
In- en uitchecken
Locatie bijhouden
Reserveringenbeheer
Streepjescodes/RFID
Automatische apparaatherkenning
Beheer van IT-assets
Configuratiebeheer
Gegevensvisualisatie
Impactbeheer
In kaart brengen van relaties
Licentiebeheer
Prestatie bewaken
Veranderingsbeheer
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Auditing van problemen
Capaciteitsbeheer
Compliancebeheer
Licentiebeheer
Onderhoudsplanning
Patchbeheer
Toegang en controle op afstand
Toegangsopties/machtigingen
Voorraadbeheer
Auditbeheer
Compliance bijhouden
Configuratiebeheer
Contract- en licentiebeheer
Inkoopbeheer
Kosten bijhouden
Leveranciersbeheer
Onderhoudsbeheer
Voorraadbeheer
Vorderingenbeheer
Beheer van problemen
Fouten bijhouden
Mijlpalen bijhouden
Ondersteuning van agile-software
Percentage-voltooid bijhouden
Portefeuillebeheer
Priorisering
Resourcebeheer
Roadmaps van producten
Scrum-ondersteuning
Status bijhouden
Taakbeheer
Test- en kwaliteitscontrole
Tijd en onkosten bijhouden
Vereistenbeheer
Beheer van IT-assets
Contractbeheer
Incidentenbeheer
Kennisbeheer
Releasebeheer
Servicecatalogus
Servicerapportage
Ticketbeheer
Zelfserviceportal
Assets volgen
Beschikbaarheidsbeheer
Configuratiebeheer
Contract- en licentiebeheer
Incidentenbeheer
Probleembeheer
Projectbeheer
Veranderingsbeheer
Versie- en implementatiebeheer
Zelfserviceportal
Audittrail
Beheer van veiligheidsincidenten
Corrigerende en preventieve maatregelen (CAPA)
IT-incidentenbeheer
Naleving van OSHA
Noodherstel
Onderzoeksbeheer
Rapportage van incidenten
Taakbeheer
Auditing van problemen
Dashboard
Escalatiebeheer
Kennisbankbeheer
Opdrachtenbeheer
Projectbeheer
Taakbeheer
Terugkerende problemen
Uitgifteplanning
Beslisboom
Catalogiseren/categoriseren
Contentbeheer
Discussieforums
Kennisbankbeheer
Samenwerking
Zelfserviceportal
Zoeken in gehele tekst
Bewaking van sociale media
Bijhouden van klachten van klanten
Casusbeheer
Corrigerende maatregelen (CAPA)
Enquêtebeheer
Feedbackbeheer
Formulierbeheer
Klachtenclassificatie
Kwaliteitsborgingbeheer
Problemen bijhouden
Routering
Zelfserviceportal
Afstandsbediening
Beheer van IT-assets
CMDB
Incidentenbeheer
Inkoopbeheer
Kennisbank
Mobiele toegang
SLA-beheer
Veranderingsbeheer
Zelfserviceportal
Audittrail
Compliancebeheer
Goedkeuringswerkstroom
Kalender wijzigen
Priorisering
Releasebeheer
Taakbeheer
Trainingsbeheer
Wijzigingsplanning

Reviews van Freshservice

5 van 367 reviews worden weergegeven

In totaal
4.5/5
Gebruiksgemak
4.6/5
Klantenservice
4.7/5
Functies
4.3/5
Waar voor je geld
4.5/5
Rich K.
Director of IT
Groothandel, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 9-10-2018

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

Opmerkingen: 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.

Pluspunten: 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.

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

  • Bron van de reviewer 
  • Beoordeeld op 9-10-2018
Aleksandr Z.
IT Service Desk Specialist III
Schoolleiding, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    3/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    8/10
  • Bron van de reviewer 
  • Beoordeeld op 1-8-2019

"Freshservice Review from a daily user and admin"

Opmerkingen: 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.

Pluspunten: - 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

Minpunten: - 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

  • Bron van de reviewer 
  • Beoordeeld op 1-8-2019
Lynn W.
End User support tech
Telecommunicatie, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 25-3-2020

"1 year review of this great ticketing software"

Opmerkingen: Having a proper way for our employees to submit trouble tickets to our I.T. team that are trackable and also have a running log for individual employees to look back on to see what issues they have had in the past.

Pluspunten: Simple to use
Simple to manage
Easy to make changes and form to your companies needs
Fast look up of prior tickets
Easily manage your teams productivity

Minpunten: To tell you the truth I havent really seen any thus far. Its so customizable and so simple to navigate that our users have not had any complaints

  • Bron van de reviewer 
  • Beoordeeld op 25-3-2020
Geverifieerde reviewer
Director of Information Technology
Management non-profit organisaties, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 4-12-2019

"Simple Internal Support"

Opmerkingen: 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!

Pluspunten: 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.

Minpunten: 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.

  • Bron van de reviewer 
  • Beoordeeld op 4-12-2019
Geverifieerde reviewer
Head of Application Services (System Administrator & Controlling Function)
Managementconsulting, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    2/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    1/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    1/5
  • Waarschijnlijkheid van aanbeveling
    1/10
  • Bron van de reviewer 
  • Bron: GetApp
  • Beoordeeld op 13-6-2017

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

Pluspunten: 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.

Minpunten: 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.

  • Bron van de reviewer 
  • Bron: GetApp
  • Beoordeeld op 13-6-2017