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561 avis
- Secteur d'activité : Machines
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Examen Freshservice du système de gestion interne des tickets de Gehan Homes
Publié le 06/03/2023
Nous sommes satisfaits des capacités de gestion des tickets et de suivi des actifs de FreshService,...
Nous sommes satisfaits des capacités de gestion des tickets et de suivi des actifs de FreshService, ainsi que de son prix abordable et de son excellent support client.
Avantages
FreshService fournit un système de gestion des tickets simple et convivial qui permet une communication aisée avec les utilisateurs finaux.
Inconvénients
Le système de gestion des stocks peut ne pas être fiable, avec des problèmes occasionnels avec la fonctionnalité de recherche.
- Secteur d'activité : Santé, bien-être et fitness
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
L’un des meilleurs outils pour la gestion du service d'assistance
Publié le 30/08/2023
Avantages
Freshservice fournit un système de gestion de billets simple qui permet une communication facile avec les autres utilisateurs.Superbe outil de helpdesk qui permet une utilisation agréable et un support client réactif.
Inconvénients
La configuration initiale est complexe.La conception des flux est conviviale mais avec trop de règles ce qui est un peu pénible.Le système de gestion de stock est peu fiable,La fonctionnalité de recherche présente quelques problèmes parfois.
- Secteur d'activité : Assurance
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Gestion de parc informatique simple
Publié le 06/02/2023
Avantages
Superbe outil de gestion de parc informatique et de help desk. Utilisation intuitive, support client réactif
Inconvénients
Prise en main du logiciel difficile au depart
- Secteur d'activité : Administration publique
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Freshservice one to logiciel
Publié le 13/01/2023
Pour l'instant se correct, et j'espère que le service restera comme ça
Pour l'instant se correct, et j'espère que le service restera comme ça
Avantages
J'apprécie la façon que freshservice aidé les entreprises et protéger les produits
Inconvénients
Non pour l'instant je suis satisfait de freshservice

- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Great tool for tracking issues, managing assets, staying compliant
Publié le 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.
Avantages
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.
Inconvénients
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.

- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Works wonderfully for automation and workflow
Publié le 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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Services environnementaux
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
A Deep Dive into Freshservice Performance and Features
Publié le 24/08/2023
Overall Freshservice does the job that we needed but not allowing us to use the latest features...
Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively.
Avantages
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
Inconvénients
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.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 5.0 /10
Great software, spotty support
Publié le 09/10/2022
I have had several tickets so far where the second level support team have sworn could not work or...
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!
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Vente au détail
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
FreshService - Essential for Ticket Management and ITSM
Publié le 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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Administration publique
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Freshservice
Publié le 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.
Avantages
Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.
Inconvénients
Time Tracking and Interface to Billing System(s)
- Secteur d'activité : Vente en gros
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
A good and powerful tool
Publié le 25/08/2023
Avantages
easy way to customize for our needs, All needed functions are in place, easy to handle
Inconvénients
a good an helpfull too in my role as a service desk Teamleader.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Great Services
Publié le 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!
Avantages
Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.
Inconvénients
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.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easy App To Use as a Help Desk
Publié le 30/08/2023
Avantages
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.
Inconvénients
All the features that i would want in a help desk app is available with Fresh Service.
- Secteur d'activité : Logistique et chaîne d'approvisionnement
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Insight from my Freshservice Experience
Publié le 17/08/2023
Avantages
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.
Inconvénients
We could not create a custom place holder that we can use on canned responses, workflow, etc.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
FreshService keeping ITSM fresh in modern systems
Publié le 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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Édition
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
A user-friendly all-in-one solution for the servicedesk
Publié le 27/09/2022
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We...
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
Avantages
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.
Inconvénients
You cannot change the webportal to your liking unless you have webdesign skills.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Freshservice is the best ITSM, our users love it!
Publié le 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.
Avantages
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.
Inconvénients
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Pourquoi choisir 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.Pourquoi passer à Freshservice
It was the best option for us.- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easily worth the price compared to other ticket systems.
Publié le 08/06/2021
Avantages
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!
Inconvénients
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.
Pourquoi passer à 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.- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : Auto-entrepreneur
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Happy with Freshservice
Publié le 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.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
TOPdeskPourquoi choisir Freshservice
I needed an all in solutions with assest management, change and problem managementLogiciel antérieur
FreshdeskPourquoi passer à Freshservice
Price- Secteur d'activité : Agriculture
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Easily worth the price compared to free ticket systems
Publié le 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.
Avantages
Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.
Inconvénients
The settings/configuration is not super intuitive.
Pourquoi choisir Freshservice
Lack of featuresPourquoi passer à Freshservice
Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)- Secteur d'activité : Machines
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Freshservice
Publié le 20/05/2021
Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and...
Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
FreshService provides many of ServiceNow level functions - but without the price tag
Publié le 14/04/2021
I have implemented in my current and previous organizations. It has solid overall build quality and...
I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
Avantages
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.
Inconvénients
I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.
Alternatives envisagées
Dynamics 365Pourquoi passer à 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.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Freshservice Review from a daily user and admin
Publié le 01/08/2019
My overall experience with Freshservice has been really good (despite the cons I listed). The...
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.
Avantages
- 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
Inconvénients
- 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
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Feature-rich and intuitive
Publié le 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.
Avantages
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.
Inconvénients
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.
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructu...
Publié le 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.
Avantages
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.
Inconvénients
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.