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 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
-
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: Tiefbau
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Freshservice Review
We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
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)
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.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great for customer support ticketing and tracking
We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools.
Vorteile
Simple layout, easy setup, very functional for support ticketing and tracking.
Nachteile
While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.
- Branche: Bildungsmanagement
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great software, spotty support
I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way.
On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!
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.
- Branche: Marketing & Werbung
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Works wonderfully for automation and workflow
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.
Vorteile
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.
Nachteile
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.
