Over Freshservice

Freshservice is een cloudgebaseerde oplossing voor de servicedesk en IT-servicebeheer (ITSM) die momenteel wereldwijd meer dan 10.000 klanten uit het MKB, middelgrote bedrijven en grote ondernemingen ondersteunt.

Freshservice is ontworpen op basis van ITIL-best practices om IT-organisaties te helpen zich te concentreren op wat het belangrijkst is: uitzonderlijke dienstverlening en klanttevredenheid. Naast ondersteuning voor hun servicedesk en ITSM-behoeften, kiezen deze klanten voor Freshservice op basis van het gebruiksgemak, snelheid van installatie, klantenservice en betaalbaarheid.

Freshservice heeft een intuïtieve gebruikersinterface, is moeiteloos configureerbaar en aanpasbaar om te voldoen aan de exacte vereisten van klanten en is gemakkelijk te integreren met andere bedrijfs- en IT-systemen. Native integraties met een aantal populaire clouddiensten zoals Google Apps, Dropbox, AWS en Bomgar versnellen ook de implementatie en het bereik.

Freshservice maakt deel uit van de Freshworks-productfamilie, wiens vlaggenschip bestaat uit Freshdesk, de toonaangevende oplossing voor klantenondersteuning, met meer dan 100.000 klanten over de hele wereld, waaronder Cisco, Honda, 3M, The Atlantic en QuizUp.

Prijzen vanaf:

€ 15,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Klanten

  • Freelancers
  • Kleine bedrijven (2-50)
  • Middelgrote bedrijven (51-500)
  • Grote ondernemingen (500 en meer)

Implementatie

  • Cloudgebaseerd
  • On-premise

Markten

Australië, België, Brazilië, Canada, Chili en nog 43 andere

Ondersteunde talen

Duits, Engels, Frans, Italiaans, Nederlands en nog 5 andere

Prijzen vanaf:

€ 15,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Afbeeldingen

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Functies

Totaal aantal functies van Freshservice: 131

  • API
  • Aanpasbare branding
  • Aanpasbare formulieren
  • Aanpasbare rapporten
  • Aanpasbare sjablonen
  • Aanpasbare velden
  • Aanvraagtoewijzing
  • Active Directory-integratie (AD)
  • Activiteiten volgen
  • Activiteitendashboard
  • Assets volgen
  • Auditbeheer
  • Auditing van problemen
  • Audittrail
  • Automatische apparaatherkenning
  • Back-up en herstel
  • Beheer van IT-assets
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van enquêtes/peilingen
  • Beheer van meerdere kanalen
  • Beheer van problemen
  • Beheer van supporttickets
  • Bewaking
  • Bijhouden van klachten van klanten
  • CMDB
  • CRM
  • Casusbeheer
  • Catalogusbeheer
  • Chatten/messaging
  • Communicatie via meerdere kanalen
  • Compliance bijhouden
  • Compliancebeheer
  • Configuratiebeheer
  • Contentbeheer
  • Contract- en licentiebeheer
  • Contracten opstellen
  • Controle en beheer op afstand
  • Controle van goedkeuringsbeheer
  • Corrigerende en preventieve maatregelen (CAPA)
  • Dashboard
  • Documentbeheer
  • Documenten opslaan
  • E-mailbeheer
  • E-mailsjablonen
  • Elektronische handtekening
  • Enquêtes en feedback
  • Factureren
  • Feedbackbeheer
  • Formulierbeheer
  • Geautomatiseerde routing
  • Gegevens importeren en exporteren
  • Gegevensvisualisatie
  • Geplande en geautomatiseerde rapporten
  • Goedkeuringswerkstroom
  • Helpdeskbeheer
  • IT-assets bijhouden
  • IT-incidentenbeheer
  • In kaart brengen van relaties
  • Incidentenbeheer
  • Inkoopzijde (leveranciers)
  • Integraties van derden
  • Kennisbankbeheer
  • Kennisbeheer
  • Klantenportal
  • Kosten bijhouden
  • Levensduurbeheer van assets
  • Leveranciersbeheer
  • Licentiebeheer
  • Live chatten
  • Meerdere gebruikersaccounts
  • Mobiele toegang
  • Mobiele waarschuwingen
  • Multilocatie
  • Noodherstel
  • Onderhoudsbeheer
  • Onderhoudsplanning
  • Ondersteuningstickets bijhouden
  • Onderzoeksbeheer
  • Op rollen gebaseerde toestemmingen
  • Opdrachtenbeheer
  • Overzichtsrapporten
  • Patchbeheer
  • Percentage-voltooid bijhouden
  • Plannen
  • Prestatiemeetwaarden
  • Priorisering
  • Probleembeheer
  • Problemen bijhouden
  • Productidentificatie
  • Projectbeheer
  • Projecten bijhouden
  • Rapportage en analyse
  • Rapportage en statistieken
  • Rapportage van incidenten
  • Realtime bewaking
  • Realtime chatten
  • Realtime updates
  • Releasebeheer
  • Resourcebeheer
  • Routering
  • SSL-beveiliging
  • Samenwerkingstools
  • Servicecatalogus
  • Servicerapportage
  • Slepen en neerzetten
  • Status bijhouden
  • Taakbeheer
  • Taakvoortgang bijhouden
  • Terugkerende problemen
  • Test- en kwaliteitscontrole
  • Ticketbeheer
  • Toegangsopties/machtigingen
  • Uitgifteplanning
  • Veranderingsbeheer
  • Vereistenbeheer
  • Verkoopzijde (klanten)
  • Voltooiing bijhouden
  • Voor IT-project management
  • Voor meerdere talen
  • Voorraadbeheer
  • Voorraadoptimalisatie
  • Vorderingenbeheer
  • Waarschuwingen/Meldingen
  • Waarschuwingen/escalatie
  • Widgets
  • Wijzigingen bijhouden
  • Wijzigingsplanning
  • Workflowbeheer
  • Zelfserviceportal
  • Zoeken in gehele tekst
  • Zoeken/filteren

Alternatieven

osTicket

4,3
#1 alternatief voor Freshservice
osTicket is open source ticketbeheer-software voor klantenondersteuning. Met de toepassing kun je alle inkomende...

Kayako

4,0
#2 alternatief voor Freshservice
Kayako is het uniforme klantenserviceplatform dat bedrijven helpt klantverzoeken en -gesprekken via elk kanaal te...

ManageEngine Endpoint Central

4,6
#3 alternatief voor Freshservice
Een geïntegreerde toepassing voor het beheer van desktop- en mobiele apparaten die het gecentraliseerde beheer van...

Autotask PSA

4,3
#4 alternatief voor Freshservice
Autotask is alles-in-één web-based software waarmee VAR's, MSP's en IT-serviceproviders hun diensten kunnen verkopen,...

Reviews

Totaalscore

4,5 /5
(586)
Prijs-kwaliteitverhouding
4,4/5
Functies
4,3/5
Gebruiksgemak
4,5/5
Klantenondersteuning
4,6/5

Heb je Freshservice al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

5 van 586 reviews worden weergegeven
Bryan
Bryan
Totaalscore
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great tool for tracking issues, managing assets, staying compliant

Beoordeeld op 11/4/2018

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.

Pluspunten

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.

Minpunten

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.

Chris
Totaalscore
  • Sector: Civiele techniek
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Freshservice Review

Beoordeeld op 17/1/2023

We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup...

We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pluspunten

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Minpunten

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Overwogen alternatieven

Jira en Zendesk Suite

Redenen om over te stappen op Freshservice

At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.
Geverifieerde reviewer
Totaalscore
  • Sector: Managementconsulting
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 1.0 /10

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

Beoordeeld op 13/6/2017

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.

Tom
Totaalscore
  • Sector: Schoolleiding
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Freshservice Review

Beoordeeld op 20/5/2021

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much...

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pluspunten

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Minpunten

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Overwogen alternatieven

ManageEngine ServiceDesk Plus en Zendesk Suite

Redenen om voor Freshservice te kiezen

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Overgestapt van

Cerb

Redenen om over te stappen op Freshservice

Cost and ease of customization
Mel
Totaalscore
  • Sector: Vastgoed
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 1-5 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Implementation and Management

Beoordeeld op 25/9/2020

I had used FreshService in the past at different places of employment and had enjoyed it. This was...

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Pluspunten

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Minpunten

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Redenen om voor Freshservice te kiezen

The system we had was a basic portal for entering the request and then it would email it out to everyone. There was no way to properly manage, track, or pull reports on the work being done and tickets were falling through the cracks. It was making everyone's job harder than it needed to be.

Redenen om over te stappen op Freshservice

This list is only a partial list of all the systems I looked at but I had issues with identifying what features each level had, lack of trials, unresponsive or slow customer service were some of the few issues I ran into.
5 van 586 worden weergegeven Lees alle reviews

Freshservice - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Freshservice.

Freshservice kent de volgende prijsmodellen:

Freshservice heeft de volgende typische klanten:

2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000

Freshservice ondersteunt de volgende talen:

Duits, Engels, Frans, Italiaans, Nederlands, Pools, Portugees, Russisch, Spaans, Zweeds

Freshservice ondersteunt de volgende apparaten:

Android (mobiel), iPhone (mobiel), iPad (mobiel)

Freshservice kan worden geïntegreerd met de volgende toepassingen:

Box, Docusign, Dropbox Business, FreshBooks, Freshchat, Google Analytics 360, Google Calendar, Google Contacts, Harvest, Jira, LogMeIn Rescue, Microsoft 365, Microsoft Viva Engage, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Slack, SugarCRM, SurveyMonkey, TeamViewer Remote, WorkflowMax, Zapier, Zight (formerly CloudApp), miniOrange

Freshservice biedt de volgende ondersteuningsopties:

E-mail/helpdesk, Veelgestelde vragen/forum, Kennisbank, Telefonische ondersteuning, 24/7 (contact met medewerker), Chatten

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor Freshservice.