Freshservice Erfahrungen

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.

Vorteile

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Nachteile

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und ManageEngine ServiceDesk Plus

Warum Freshservice gewählt wurde

Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.

Zuvor genutzte Software

JIRA Service Management

Gründe für den Wechsel zu Freshservice

ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.

Vorteile

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Nachteile

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Jira und ManageEngine ServiceDesk Plus

Warum Freshservice gewählt wurde

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.

Zuvor genutzte Software

Spiceworks Cloud Help Desk und OTRS

Gründe für den Wechsel zu Freshservice

It was the best option for us.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, Vivantio und Zendesk Suite

Gründe für den Wechsel zu 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.

Vorteile

The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.

Nachteile

You cannot change the webportal to your liking unless you have webdesign skills.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management

Warum Freshservice gewählt wurde

Costs

Zuvor genutzte Software

TOPdesk

Gründe für den Wechsel zu Freshservice

Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.

Vorteile

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Nachteile

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus und Zendesk Suite

Warum Freshservice gewählt wurde

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Gründe für den Wechsel zu Freshservice

Cost and ease of customization

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.

Vorteile

Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.

Nachteile

We have no real misgivings on Freshservice.

Vorteile

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Nachteile

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

Vorteile

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Nachteile

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

In Betracht gezogene Alternativen

Jira und Zendesk Suite

Gründe für den Wechsel zu Freshservice

At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.

Vorteile

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc.

It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Nachteile

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshservice gewählt wurde

Several limitations on the platform that did not allow workflows to be created as desired.

Zuvor genutzte Software

Jira

Gründe für den Wechsel zu Freshservice

We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.

Vorteile

Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place

Nachteile

Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job!

Vorteile

For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.

Nachteile

I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.

Vorteile

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.

Nachteile

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

In Betracht gezogene Alternativen

Dynamics 365

Gründe für den Wechsel zu Freshservice

FreshService has a significant focus on IT management, where D365 doesn't, so we didn't have to build out custom functionality with FreshService.

Vorteile

There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated.

Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career.

Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect.

I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective.

Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this.

Lots to like here!

Nachteile

There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.

Vorteile

Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system.

Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency.

Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example.

Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk.

Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.

Nachteile

Reporting - very limited compared to some systems although improvements are on the road map.

Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map.

Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information.

Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents.

SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.

Vorteile

1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers

Nachteile

1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.

Vorteile

Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more.

Nachteile

Sometimes we haveeienced slow loading times with the Freshservice platform, which can be frustrating when trying to manage tickets quickly

In Betracht gezogene Alternativen

Jira

Gründe für den Wechsel zu Freshservice

All because of its ease of use.

Vorteile

I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error.

Nachteile

During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement.

Vorteile

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Nachteile

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Vorteile

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Nachteile

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

Vorteile

Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.

Nachteile

Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.

Vorteile

Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Nachteile

While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.

Vorteile

I like the ease of use - It has been really easy to roll out to the userbase

Nachteile

Lack of customisation on forms and categories - I cant change labels etc

In Betracht gezogene Alternativen

SysAid und SolarWinds Service Desk

Warum Freshservice gewählt wurde

We needed a fresh start

Zuvor genutzte Software

SysAid