Freshservice
Ein komplettes IT-Service-Management-Tool (ITSM) für Unternehmen
4,5 /5 (368 Bewertungen) Eine Bewertung verfassen!Freshservice Übersicht
Was ist Freshservice?
Freshservice ist eine cloudbasierte Service Desk- und IT Service Management (ITSM) -Lösung, die derzeit mehr als 10.000 KMU, mittelständische Unternehmen und Unternehmen weltweit bedient.
Freshservice wurde mithilfe von ITIL-Best Practices entwickelt, um IT-Organisationen dabei zu helfen, sich auf das Wesentliche zu konzentrieren - außergewöhnlichen Service und Kundenzufriedenheit. Neben der Unterstützung ihrer Service-, Desk- und ITSM-Anforderungen, haben diese Kunden Freshservice auch auf Grund der Benutzerfreundlichkeit, Installationsgeschwindigkeit, dem Kundenservice und der Erschwinglichkeit ausgewählt.
Freshservice verfügt über eine intuitive Benutzeroberfläche, ist mühelos konfigurierbar und anpassbar, um genaue Kundenanforderungen zu erfüllen, und lässt sich problemlos in andere Geschäfts- und IT-Systeme integrieren. Die Integration in eine Reihe beliebter Cloud-Dienste wie Google Apps, Dropbox, AWS und Bomgar beschleunigt zudem die Bereitstellung und Reichweite.
Freshservice ist Teil der Freshworks-Produktfamilie, deren Hauptprodukt die führende Customer Support-Lösung Freshdesk ist - mit mehr als 100.000 Kunden weltweit, darunter Cisco, Honda, 3M, The Atlantic und QuizUp.
Freshservice Übersicht
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Freshservice Funktionen
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Freshservice Bewertungen
Freshservice Bewertungen
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.
A great helpdesk solution
Great benefit to the team, improved communication both internally and externally.
No bang for the buck, an overpriced form submission tool that disappoints in reporting and...
Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT...
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.
The system is easy to use and has an inviting design that everyone can get used to.
Our company has very specific requirements and this software is able to fulfill all of them.
We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.
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Simple to use and has all the features you actually need.
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.
A great helpdesk solution
Great benefit to the team, improved communication both internally and externally.
Vorteile
So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find
Nachteile
A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through
No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration
Vorteile
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.
Nachteile
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.
Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure.
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.
Vorteile
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.
Nachteile
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.
The system is easy to use and has an inviting design that everyone can get used to.
Our company has very specific requirements and this software is able to fulfill all of them.
We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.
Vorteile
The system is easy to use and has an inviting design that everyone can get used to.
Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.
The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.
We greatly appreciate various kinds of reports.
Nachteile
Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.
The price for a complete set of features is quite high.
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Freshservice Preis
Freshservice Preis
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Freshservice Funktionen
Freshservice Funktionen
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Kategorien
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Videos und Anleitungen
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Freshservice Häufig gestellte Fragen
Freshservice Häufig gestellte Fragen
Weiter unter folgen häufig gestellte Fragen über Freshservice.
F. Welche Preispläne bietet Freshservice an?
Freshservice bietet folgende Kostenpläne an:
Beginnt ab: 19,00 $/Monat
Preismodell: Abonnement
Gratis Testen: Verfügbar
F. Was sind die Hauptfunktionen von Freshservice?
Wir haben keine Informationen über die Funktionen von Freshservice
F. Wer sind die typischen Nutzer von Freshservice?
Freshservice hat die folgenden typischen Kunden:
Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen
F: Welche Sprachen werden von Freshservice unterstützt?
Freshservice unterstützt die folgenden Sprachen:
Niederländisch, Englisch, Französisch, Deutsch, Italienisch, Polnisch, Portugiesisch, Russisch, Spanisch, Schwedisch
F. Welche Preispläne bietet Freshservice an?
Freshservice hat folgende Preismodelle:
Abonnement
F. Unterstützt Freshservice mobile Geräte?
Freshservice unterstützt die folgenden Geräte:
Android, iPhone, iPad
F. Mit welchen anderen Applikationen integriert Freshservice?
Freshservice kann in folgende Anwendungen integriert werden:
Asset Panda, Azuqua, Bitium, Capabiliti, Cloud Elements, LogMeIn Rescue, Mobility Portal Server, Opsgenie, Pipeliner CRM, Workato
F. Welche Varianten der Kundenbetreuung bietet Freshservice an?
Freshservice bietet folgende Optionen für Kundensupport:
Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen
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.