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 heeft geen gratis versie maar biedt wel een gratis proefperiode. Freshservice betaalde versie vanaf US$ 19,00/maand.
Beginprijs
US$ 19,00/maand
Zie de prijsinformatie
Gratis versie
Nee
Gratis proef
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
CMDB-software
- Automatische apparaatherkenning
- Beheer van IT-assets
- Configuratiebeheer
- Gegevensvisualisatie
- Impactbeheer
- In kaart brengen van relaties
- Licentiebeheer
- Prestatie bewaken
- Veranderingsbeheer
Helpdesk software
- Aanpasbare branding
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Callcenterbeheer
- Communicatie via meerdere kanalen
- Documenten opslaan
- E-mailintegratie
- Geautomatiseerde routing
- Integratie van sociale media
- Interactie bijhouden
- Kennisbankbeheer
- Macro's/reacties via sjablonen
- Netwerkcontrole
- Rapportage en analyse
- Realtime chatten
- Ticketbeheer
- Toegang en controle op afstand
- Waarschuwingen / Escalatie
- Workflowconfiguratie
- Zelfserviceportal
ICT-beheersoftware
- Auditing van problemen
- Capaciteitsbeheer
- Compliancebeheer
- Licentiebeheer
- Onderhoudsplanning
- Patchbeheer
- Toegang en controle op afstand
- Toegangsopties/machtigingen
- Voorraadbeheer
IT-asset management software
- Auditbeheer
- Compliance bijhouden
- Configuratiebeheer
- Contract- en licentiebeheer
- Inkoopbeheer
- Kosten bijhouden
- Leveranciersbeheer
- Onderhoudsbeheer
- Voorraadbeheer
- Vorderingenbeheer
IT-project management software
- 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
Bekijk de volledige lijst van IT-project management software
IT-service software
- Beheer van IT-assets
- Contractbeheer
- Incidentenbeheer
- Kennisbeheer
- Releasebeheer
- Servicecatalogus
- Servicerapportage
- Ticketbeheer
- Zelfserviceportal
ITSM-software
- Assets volgen
- Beschikbaarheidsbeheer
- Configuratiebeheer
- Contract- en licentiebeheer
- Incidentenbeheer
- Probleembeheer
- Projectbeheer
- Veranderingsbeheer
- Versie- en implementatiebeheer
- Zelfserviceportal
Incident management software
- Audittrail
- Beheer van veiligheidsincidenten
- Corrigerende en preventieve maatregelen (CAPA)
- IT-incidentenbeheer
- Naleving van OSHA
- Noodherstel
- Onderzoeksbeheer
- Rapportage van incidenten
- Taakbeheer
Issue tracking software
- Auditing van problemen
- Dashboard
- Escalatiebeheer
- Kennisbankbeheer
- Opdrachtenbeheer
- Projectbeheer
- Taakbeheer
- Terugkerende problemen
- Uitgifteplanning
Kennismanagement software
- Beslisboom
- Catalogiseren/categoriseren
- Contentbeheer
- Discussieforums
- Kennisbankbeheer
- Samenwerking
- Zelfserviceportal
- Zoeken in gehele tekst
Klachtenbeheer software
- Bewaking van sociale media
- Bijhouden van klachten van klanten
- Casusbeheer
- Corrigerende maatregelen (CAPA)
- Enquêtebeheer
- Feedbackbeheer
- Formulierbeheer
- Klachtenclassificatie
- Kwaliteitsborgingbeheer
- Problemen bijhouden
- Routering
- Zelfserviceportal
MSP-software
- Back-up en herstel
- Beheer van problemen
- CRM
- Dashboard
- Externe toegang
- Factureren
- Helpdesk
- Live chatten
- Patchbeheer
- Plannen
- Projectbeheer
Servicedesk software
- Afstandsbediening
- Beheer van IT-assets
- CMDB
- Incidentenbeheer
- Inkoopbeheer
- Kennisbank
- Mobiele toegang
- SLA-beheer
- Veranderingsbeheer
- Zelfserviceportal
Verandermanagement software
- Audittrail
- Compliancebeheer
- Goedkeuringswerkstroom
- Kalender wijzigen
- Priorisering
- Releasebeheer
- Taakbeheer
- Trainingsbeheer
- Wijzigingsplanning
Freshservice alternatieven
Meer alternatieven voor Freshservice
Reviews van Freshservice
5 van 368 reviews worden weergegeven
Rich K.
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Totaalscore5/5
-
Gebruiksgemak5/5
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Functies en functionaliteit5/5
-
Klantenondersteuning4/5
-
Waar voor je geld5/5
-
Waarschijnlijkheid van aanbeveling
- 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
Adam P.
-
Totaalscore5/5
-
Gebruiksgemak5/5
-
Functies en functionaliteit5/5
-
Klantenondersteuning4/5
-
Waar voor je geld5/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 17/4/2020
"A great helpdesk solution"
Opmerkingen: Great benefit to the team, improved communication both internally and externally.
Pluspunten: So sleek and simple to implement. Built in user-portal, reporting, workflows and constant updates make this the best helpdesk software we could find
Minpunten: A few setup niggles were quickly solved. Sometimes support can be slow, but rarely needed. Updates not always follwoed through
- Bron van de reviewer
- Beoordeeld op 17/4/2020
Geverifieerde reviewer
-
Totaalscore2/5
-
Gebruiksgemak3/5
-
Functies en functionaliteit1/5
-
Klantenondersteuning4/5
-
Waar voor je geld1/5
-
Waarschijnlijkheid van aanbeveling
- 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
Jose Q.
-
Totaalscore4/5
-
Gebruiksgemak5/5
-
Functies en functionaliteit4/5
-
Klantenondersteuning4/5
-
Waar voor je geld5/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 26/3/2018
"Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure."
Opmerkingen: 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.
Pluspunten: 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.
Minpunten: 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.
- Bron van de reviewer
- Beoordeeld op 26/3/2018
Daniel W.
-
Totaalscore4/5
-
Gebruiksgemak5/5
-
Functies en functionaliteit4/5
-
Klantenondersteuning3/5
-
Waar voor je geld3/5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 19/3/2018
"The system is easy to use and has an inviting design that everyone can get used to."
Opmerkingen:
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.
Pluspunten:
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.
Minpunten:
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.
- Bron van de reviewer
- Beoordeeld op 19/3/2018
