15 ans à aider les entreprises canadiennes
à choisir le meilleur logiciel

En savoir plus sur Freshservice

(Helpdesk gamifié + gestion des ressources) - les complications = Freshservice. En outre, le centre de service est aussi compatible ITIL.

En savoir plus sur Freshservice

Avantages :

It was easy to get started and allowed us to integrate into out ERP software to allow tickets from it.

Inconvénients :

I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.

Freshservice - Notes

Note moyenne

Simplicité d’utilisation
4,5
Service client
4,6
Fonctionnalités
4,3
Rapport qualité-prix
4,4

Probabilité de recommander le produit

8,6/10

Freshservice a reçu une note globale de 4,5 étoiles sur 5 d'après 574 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (574)

Brad
Brad
Application Support Manager
Utilisateur LinkedIn vérifié
Enseignement supérieur, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great Overall SASS for IT

4,0 il y a 4 ans
Sous-titres en français disponibles pour la vidéo
Nassima
Bosch France (France)
Machines, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Examen Freshservice du système de gestion interne des tickets de Gehan Homes

4,0 l’année dernière

Commentaires : 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.

Paleonum
Paleonum
Marketing (Bénin)
Utilisateur LinkedIn vérifié
Biotechnologie, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Freshservice l'un des meilleurs

5,0 il y a 7 mois

Commentaires : Mon expérience globale avec freshservice est bonne .

Avantages :

Ce que j'ai le plus aimé chez freshservice est le faite que cela facilite le travail et est beaucoup plus accessible.

Inconvénients :

Ce que j'ai le moins aimé chez freshservice est le faite que cela ne garantie pas toujours la capacité de paiement d'une partie .

Houenagnon Jules Vitale
Houenagnon Jules Vitale
Web Master (Bénin)
Utilisateur LinkedIn vérifié
Internet, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Freshservice

4,0 il y a 7 mois

Avantages :

Freshworks a bien conçu cet outil parce qu’il nous aide à gérer à distance des problèmes et des améliorations aux entreprises à qui notre entreprise gère les solutions informatiques. À côté du service d’assistance de cet outil, son interface facilite la compréhension des choses le plus possible

Inconvénients :

Freshservice peu être un peu coûteux pour ceux qu’ils ont un budget un peu limité parce qu’il n’est q’une des services qu’offre freshworks donc parfois certains compléments nécessitent d’autres services

ayoub
Dentiste (Algérie)
Utilisateur LinkedIn vérifié
Santé, bien-être et fitness, Travailleur autonome
Temps d'utilisation du logiciel : Version d’essai gratuite
Source de l'avis

L’un des meilleurs outils pour la gestion du service d'assistance

4,0 il y a 10 mois

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Assurance, 5 001–10 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Gestion de parc informatique simple

4,0 l’année dernière

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

Jackenson
Blogger internet (Haïti)
Administration publique, Travailleur autonome
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Freshservice one to logiciel

5,0 l’année dernière

Commentaires : 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

Erick
Erick
Client Technologies Manager (É.-U.)
Utilisateur LinkedIn vérifié
Automobile, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Probably the best tool for Help Desk Management

5,0 il y a 3 ans

Commentaires : This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Avantages :

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Inconvénients :

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

Sarah
Sarah
System Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

You can do a lot of great things with Freshservice

4,0 il y a 2 ans

Commentaires : Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Avantages :

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Inconvénients :

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

Yasceine
Quality Manager (Arabie saoudite)
Réseaux informatiques, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Freshservice HelpDesk Overview

4,0 il y a 2 mois Nouveau

Commentaires : It is a friendly-use module, easy to manage.

Avantages :

focus on simplicity and ease of use customization options

Inconvénients :

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Conseil en gestion, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : GetApp

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

2,0 il y a 7 ans

Avantages :

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.

Inconvénients :

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.

Mikaela
Chapter Management Lead (Suède)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Freshservice can help you work more efficiently.

5,0 il y a 3 mois

Commentaires : If I have to make a new system choice today, I would choose Fresh again.

Avantages :

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Inconvénients :

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Alternatives envisagées : Zendesk Suite

Pourquoi passer à Freshservice : Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.

Phillip
ICT Support Officer (Australie)
Gestion de l'enseignement, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

5,0 il y a 9 mois

Avantages :

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Inconvénients :

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Andreas
Bereichsleiter IT (Allemagne)
Ressources humaines, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

I like the Produkt

5,0 il y a 10 mois

Avantages :

It is easy to use and i like the workflow automator

Inconvénients :

Only indian support not able to understand them good

Alternatives envisagées : JIRA Service Management

Pourquoi choisir Freshservice : Because Track It do not support multible E-Mail accounts and no html mails

Logiciel antérieur : Track-It!

Romil
IT Helpdesk (Canada)
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great ITSM for Small team

5,0 il y a 3 mois

Avantages :

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Inconvénients :

So far we are happy with the product and don't have anything to dislike about it.

Alternatives envisagées : JIRA Service Management

Pourquoi passer à Freshservice : Easy to work with. There is no complexity compared to Jira.

Raghavendra
IT Infrastructure (Inde)
Hôpitaux et soins de santé, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Freshservice is a real IT service

5,0 il y a 10 mois

Commentaires : Good tool to implement not only in IT infrastructure but also to other deparments

Avantages :

Collobration of tickets and task in incidents and tickets

Inconvénients :

Transferring of tickets from one instance to another instance

Zack
Zack
Project Manager (Canada)
Utilisateur LinkedIn vérifié
Informatique et sécurité réseau, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Refresh on help

4,0 le mois dernier Nouveau

Avantages :

The help was professional and appropriate informative.

Inconvénients :

It was rather pleasant and do offer good service.

Paul
Lean System Analyst (R.-U.)
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

FreshService is Great but not consistent

4,0 il y a 2 ans

Commentaires : It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

Avantages :

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Inconvénients :

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Alternatives envisagées : ServiceNow

Pourquoi choisir Freshservice : KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.

Pourquoi passer à Freshservice : Previous experience using FreshDesk and how it was beneficial to our needs.

David
Senior Systems Adminsitrator (É.-U.)
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

FreshService keeping ITSM fresh in modern systems

4,0 l’année dernière

Commentaires : 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.

Ron
Systems Administrator (É.-U.)
Psychologie, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

The best helpdesk software I have used

5,0 il y a 2 ans

Commentaires : Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened).

Avantages :

I love the automation and customization that is possible.

Inconvénients :

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

Alternatives envisagées : Jira, Zoho Desk, ServiceNow et Zendesk Suite

Pourquoi choisir Freshservice : We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.

Logiciel antérieur : Spiceworks Cloud Help Desk

Alex
Systems Engineer (R.-U.)
Enseignement supérieur, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Managing helpdesk made easy

5,0 il y a 2 ans

Avantages :

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

Inconvénients :

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!

Matthew
Network Coordinator (É.-U.)
Machines, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Freshservice

5,0 il y a 3 ans

Commentaires : 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.

Aleksandr
Aleksandr
IT Service Desk Specialist III (É.-U.)
Gestion de l'enseignement, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Freshservice Review from a daily user and admin

4,0 il y a 5 ans

Commentaires : 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

Utilisateur vérifié
Utilisateur LinkedIn vérifié
, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Feature-rich and intuitive

4,0 il y a 6 ans

Commentaires : 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.

Ehtesham
MIS Manager (Malaisie)
Produits chimiques, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Freshservice - Mid Tier, but power packed like enterprise IT ITSM tool

5,0 il y a 2 ans

Commentaires : Love it. We utilize Freshservice for our corporate helpdesk ticketing system.

Avantages :

It is easy to create workflow and the navigation is easy to determine what you want to achieve / do. They have modernize the icons and look.

Inconvénients :

Integration with outlook is not there - .ics calendar, easy guide on whatsapp API business - omnichannel should be included by default from Garden plans onward

Alternatives envisagées : SysAid et Zendesk Suite

Pourquoi choisir Freshservice : Need to have a proper ITSM tool

Logiciel antérieur : Microsoft SharePoint

Jose
Support Services Manager (É.-U.)
Utilisateur LinkedIn vérifié
, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure.

4,0 il y a 6 ans

Commentaires : 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.