--- description: Freshservice : avantages et inconvénients. Lisez les avis clients, consultez les prix et découvrez les fonctionnalités. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Freshservice - Avis, notes, prix et abonnements - Capterra Canada 2026 --- Breadcrumb: [Accueil](/) > [Outils de gestion d'incidents](/directory/31332/incident-management/software) > [Freshservice](/software/132997/freshservice) # Freshservice Canonical: https://fr.capterra.ca/software/132997/freshservice Page : 1/33\ Suivant: [Page suivante](https://fr.capterra.ca/software/132997/freshservice?page=2) > Un centre de service ITSM (Information Technology Service Management) en ligne avec gestion des incidents, des problèmes, des changements des versions et des ressources, en plus d'options puissantes d'automatisation et de gestion des cas d'assistance. > > Conclusion : 803 utilisateurs lui ont donné la note de **4.6/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise Freshservice? Freshservice compte parmi ses clients des fournisseurs de services d'infogérance (MSP), des organismes financiers, des établissements d'enseignement et plusieurs organismes gouvernementaux. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.6/5** | 803 Avis | | Simplicité | 4.6/5 | D'après l'ensemble des avis | | Support client | 4.5/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.4/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.3/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 90% | (9/10 Probabilité de recommander le produit) | ## À propos du vendeur - **Entreprise**: Freshworks - **Pays**: San Mateo, É.-U. - **Entreprise fondée en**: 2011 ## Contexte commercial - **À partir de**: 19,00 $ US - **Type de licence**: (Version d’essai gratuite) - **Prix**: - Sprout - $0 - Gratuit à vie jusqu’à 3 agents et jusqu’à 100 actifs gratuits - Blossom - $29 /agent/mois - Garden - $49 /agent/mois - Estate - $79 /agent/mois Pour les plans Blossom, Garden et Estate, vous pouvez acheter des actifs supplémentaires à 20 cents/actif/mois. - **Public cible**: Travailleur autonome, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Android (mobile), iPhone (mobile), iPad (mobile) - **Langues**: allemand, anglais, catalan, chinois, chinois traditionnel, coréen, danois, espagnol, estonien, finnois, français, hongrois, indonésien, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, slovaque, slovène, suédois, tchèque, thaï, turc, vietnamien - **Pays disponibles**: Afrique du Sud, Allemagne, Arabie saoudite, Australie, Autriche, Bahreïn, Belgique, Brunéi, Brésil, Cambodge, Canada, Chili, Chine, Colombie, Costa Rica, Danemark, Espagne, Finlande, France, Grèce et 41 de plus ## Fonctionnalités - Accès et contrôle à distance - Alertes/Notifications - Catalog Management - Chat en temps réel - Clavardage et messagerie - Communication multicanal - Contrôle du processus d'approbation - Contrôles/Permissions d'accès - Formulaires personnalisables - Gestion de contenu - Gestion de la base de connaissances - Gestion de la configuration - Gestion des affectations - Gestion des billets - Gestion des changements - Gestion des connaissances - Gestion des correctifs - Gestion des documents - Gestion des enquêtes et sondages - Gestion des flux de travail - Gestion des incidents - Gestion des licences - Gestion des stocks - Gestion des tâches - Inventaire des licences - Logiciels d'actions préventives et correctives - Modèles - Modèles personnalisables - Modèles prédéfinis - Outils de collaboration - Planification des changements - Planification des gardes - Portail libre-service - Rapports d'incidents - Rapports informatiques - Real-Time Monitoring - Recherche en texte intégral - Reprise d'activité - Signature électronique - Stockage sécurisé des données - Suivi des licences - Suivi des problèmes - Suivi des projets - Suivi des ressources - Suivi des ressources informatiques - Suivi des statuts - Surveillance et gestion à distance - Workflow Automation - Workflow d'approbation - Évaluation des risques ... et 56 fonctionnalités supplémentaires ## Intégrations (69 au total) - ADP Workforce Now - AWS Lambda - Adobe Acrobat Sign API - Amazon Redshift - Azure DevOps Server - BambooHR - BigQuery - Box - ClickUp - Copper - Device42, A Freshworks Company - Docusign - Dropbox - Dynamics 365 - FreshBooks ... et 54 intégrations supplémentaires ## Ressources d'aide - Service client/courriel - FAQ/forums - Base de connaissances - Support téléphonique - Support 24/7 (réponse directe) - Chat/Clavardage ## Category - [Outils de gestion d'incidents](https://fr.capterra.ca/directory/31332/incident-management/software) ## Catégories connexes - [Logiciels de gestion des ressources informatiques](https://fr.capterra.ca/directory/30077/it-asset-management/software) - [Logiciels de gestion informatique](https://fr.capterra.ca/directory/10001/it-management/software) - [Logiciels de support informatique](https://fr.capterra.ca/directory/30008/help-desk/software) - [Outils de gestion des connaissances](https://fr.capterra.ca/directory/30094/knowledge-management/software) - [Solutions de gestion des services informatiques](https://fr.capterra.ca/directory/30672/it-service/software) ## Logiciels similaires 1. [Freshdesk](https://fr.capterra.ca/software/124981/freshdesk) — 4.5/5 (3486 reviews) 2. [Zoho Desk](https://fr.capterra.ca/software/169505/zoho-desk) — 4.5/5 (2216 reviews) 3. [Zendesk Suite](https://fr.capterra.ca/software/164283/zendesk) — 4.4/5 (4094 reviews) 4. [Milvus](https://fr.capterra.ca/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://fr.capterra.ca/software/102188/liveagent) — 4.7/5 (1789 reviews) ## Avis ### "C’est formidable de l’utiliser" — 5.0/5 > **Marielle** | *7 août 2025* | Télécommunications | Taux de recommandation : 10.0/10 > > **Avantages**: Ce que j'aime le plus c'est leur support client. Ils sont disponibles quand on en a besoin et offrent toujours une assistance immédiate. > > **Inconvénients**: Je suggérerais l'ajout de certaines fonctionnalités avancées, d'améliorer également le système de notifications. > > J'aime Freshchat pour toutes les fonctionnalités qui permettent à nos abonnés de communiquer facilement avec nous. ----- ### "Good Software. Astonishingly Bad Billing and Accountability." — 3.0/5 > **Steve** | *12 août 2026* | Santé, bien-être et fitness | Taux de recommandation : 3.0/10 > > **Avantages**: Freshservice itself is a capable ITSM platform. The ticketing system is straightforward, the self-service portal is useful, and it provides a good structure for moving IT support away from scattered emails and informal requests. Administration is generally easy and the product met most of our core service-desk requirements. > > **Inconvénients**: The product is considerably better than the company experience surrounding it. Freshworks' billing, account management and customer support have been extremely poor. We paid our first year of service in full in advance. Additional charges later appeared that I believe are incorrect, and I have disputed those charges for months. Despite repeated emails and attempts to obtain a proper reconciliation, Freshworks failed to resolve the matter. Freshworks then disabled access to the prepaid service over the disputed balance. A company selling IT service management software should understand the concepts of escalation, ownership and resolution. My experience with Freshworks demonstrated remarkably little of any of the three. > > The software itself was useful and generally did what we purchased it to do. Unfortunately, the vendor relationship has overshadowed the product. I paid the contracted year in full, disputed additional billing for months, repeatedly attempted to have Freshworks investigate and correct the account, and received no satisfactory resolution. Freshworks ultimately suspended access to service that had already been prepaid. The matter has now been escalated to Freshworks management and Legal, reported to our credit card issuer for review, and submitted as a complaint to the Better Business Bureau. I can separate the product from the vendor: Freshservice is a decent ITSM platform. My experience with Freshworks as a company has been unacceptable. ----- ### "It's great, but could be better." — 4.0/5 > **William** | *20 mai 2026* | Télécommunications | Taux de recommandation : 7.0/10 > > **Avantages**: The product is fairly versatile, reasonably user friendly. Ticket management is well done. Workflows are good, have great functionality. > > **Inconvénients**: Malfunctioning features, outdated documentation, unclear access to specific items. There's this issue I keep running into where I try to modify a form and it rejects the modification. I'll delete a field for example, and replace it with a different field, but it won't save cause it ignores the delete and remembers the name, so it refuses over duplicate. > > Overall I'm able to do what I need to do. Sometimes I require a compromise and longer method to get it done, but it can get done. The customer support is decent, typically fairly swift and helpful. FreddyAI is not always helpful, often doesn't understand context. ----- ### "User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement" — 5.0/5 > **Ifediora** | *20 mai 2026* | Gestion de l'enseignement | Taux de recommandation : 9.0/10 > > **Avantages**: Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective. > > **Inconvénients**: A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update. > > My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management. ----- ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" — 4.0/5 > **Mili** | *23 février 2026* | Gestion de l'enseignement | Taux de recommandation : 9.0/10 > > **Avantages**: What I like most about Freshservice is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. > > **Inconvénients**: It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. > > verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. ----- Page : 1/33\ Suivant: [Page suivante](https://fr.capterra.ca/software/132997/freshservice?page=2) ## Liens - [Afficher sur Capterra](https://fr.capterra.ca/software/132997/freshservice) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Données structurées