Freshservice
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.
Apparaten
Bedrijfsgrootte
Markten
Ondersteunde talen
Afbeeldingen
Functies
Totaal aantal functies van Freshservice: 150
- @mentions
- API
- Aanpasbare branding
- Aanpasbare formulieren
- Aanpasbare rapporten
- Aanpasbare sjablonen
- Aanpasbare velden
- Aanvraagtoewijzing
- Active Directory-integratie (AD)
- Activiteiten volgen
- Activiteitendashboard
- Afschrijvingsbeheer
- Assetbeheer
- Assets volgen
- Auditbeheer
- Auditing van problemen
- Audittrail
- Automatische apparaatherkenning
- Automatische leaddistributie
- Back-up en herstel
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Beheer van afvalverwijdering
- Beheer van enquêtes/peilingen
- Beheer van meerdere kanalen
- Beheer van problemen
- Beheer van supporttickets
- Beschikbaarheidsindicator
- Bewaking
- Bijhouden van klachten van klanten
- CMDB
- CRM
- Callcenterbeheer
- Casusbeheer
- Catalogiseren/categoriseren
- Chatten/messaging
- Communicatie via meerdere kanalen
- Compliance bijhouden
- Compliancebeheer
- Configuratiebeheer
- Contactenbeheer
- Contentbeheer
- Contract- en licentiebeheer
- Contracten opstellen
- Controle en beheer op afstand
- Controle van goedkeuringsbeheer
- Corrigerende en preventieve maatregelen (CAPA)
- Dashboard
- Documenten opslaan
- Door gebeurtenissen geactiveerde acties
- E-mailbeheer
- E-mails bijhouden
- E-mailsjablonen
- Elektronische handtekening
- Enquêtes en feedback
- Factureren
- Feedbackbeheer
- Formulierbeheer
- Fouten bijhouden
- Gamification
- Geautomatiseerde routing
- Gegevens importeren en exporteren
- Gegevensvisualisatie
- Geleide probleemoplossing
- Geplande en geautomatiseerde rapporten
- Goedkeuringswerkstroom
- Helpdeskbeheer
- IT-assets bijhouden
- IT-incidentenbeheer
- In kaart brengen van relaties
- Incidentenbeheer
- Inkoopzijde (leveranciers)
- Integraties van derden
- Interactie bijhouden
- Kennisbankbeheer
- Kennisbeheer
- Klachtenbeheer
- Klantenportal
- Kosten bijhouden
- Levensduurbeheer van contracten
- Leveranciersbeheer
- Licentiebeheer
- Live chatten
- Meerdere gebruikersaccounts
- Mobiele toegang
- Mobiele waarschuwingen
- Multilocatie
- Netwerkcontrole
- Onderhoudsbeheer
- Onderhoudsplanning
- Ondersteuningstickets bijhouden
- Onderzoeksbeheer
- Op rollen gebaseerde toestemmingen
- Opdrachtenbeheer
- Overzichtsrapporten
- Patchbeheer
- Percentage-voltooid bijhouden
- Personeelsportal
- Plannen
- Prestatiemeetwaarden
- Priorisering
- Probleembeheer
- Problemen bijhouden
- Productcatalogus
- Projectbeheer
- Projecttijd bijhouden
- Rapportage en analyse
- Rapportage en statistieken
- Rapportage van incidenten
- Realtime chatten
- Realtime controle
- Realtime updates
- Releasebeheer
- Resourcebeheer
- Routering
- SSL-beveiliging
- Samenwerkingstools
- Servicecatalogus
- Servicerapportage
- Slepen en neerzetten
- Status bijhouden
- Streepjescodes/RFID
- Taakbeheer
- Taakvoortgang bijhouden
- Termijnbewaking
- Terugkerende problemen
- Terugkerende taken
- Test- en kwaliteitscontrole
- Ticketbeheer
- Toegang en controle op afstand
- Toegangsopties/machtigingen
- Uitgifteplanning
- Veranderingsbeheer
- Vereistenbeheer
- Verkoopzijde (klanten)
- Voltooiing bijhouden
- Voor meerdere talen
- Voorraadbeheer
- Vorderingenbeheer
- Waarschuwingen / Escalatie
- Waarschuwingen/Meldingen
- Widgets
- Wijzigingen bijhouden
- Wijzigingsplanning
- Workflowbeheer
- Workflowconfiguratie
- Zelfservice voor werknemers
- Zelfserviceportal
- Zoeken in gehele tekst
- Zoeken/filteren
Alternatieven
Alloy Navigator
HarmonyPSA
VIZOR IT Asset Management
Zendesk
Reviews
Heb je Freshservice al?
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- Sector: Groothandel
- 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
Simple to use and has all the features you actually need.
Beoordeeld op 9/10/2018
I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch...
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.
- 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.
- 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.
- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 5.001-10.000 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Offers a lot of features
Beoordeeld op 9/2/2021
It meets our expectations for managing tickets. We have experienced some bugs and they get resolved...
It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.
Pluspunten
We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.
Minpunten
We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.
- Sector: Civiele techniek
- Bedrijfsgrootte: 201-500 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Great IT software
Beoordeeld op 24/9/2020
love the product, was very easy to set up and integrate into the company, very nice customization...
love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!
Pluspunten
The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all
Minpunten
They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all
Freshservice - Veelgestelde vragen
Hieronder zie je enkele veelgestelde vragen over Freshservice.V. Welke prijsmodellen heeft Freshservice te bieden?
Freshservice kent de volgende prijsmodellen:
- Vanaf: US$ 19,00/maand
- Prijsmodel: Abonnement
- Gratis proef: Beschikbaar
V. Wat zijn de voornaamste functies van Freshservice?
We hebben geen informatie over functies van Freshservice
V. Wat zijn de typische gebruikers van Freshservice?
Freshservice heeft de volgende typische klanten:
2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+
V. Welke talen worden door Freshservice ondersteund?
Freshservice ondersteunt de volgende talen:
Duits, Engels, Frans, Italiaans, Nederlands, Pools, Portugees, Russisch, Spaans, Zweeds
V. Biedt Freshservice ondersteuning voor mobiele apparaten?
Freshservice ondersteunt de volgende apparaten:
Android (mobiel), iPhone (mobiel), iPad (mobiel)
V. Met welke andere apps kan Freshservice worden geïntegreerd?
Freshservice kan worden geïntegreerd met de volgende toepassingen:
Box, CloudApp, DocuSign, Dropbox Business, FreshBooks, Freshchat, Google Analytics, Google Calendar, Google Contacts, Harvest, Jira, LogMeIn Rescue, Microsoft 365, OneLogin, OpsGenie, PagerDuty, Pivotal Tracker, QuickBooks Online Advanced, Salesforce Sales Cloud, Skype for Business, Slack, SugarCRM, SurveyMonkey, TeamViewer, WorkflowMax, Yammer, Zapier, miniOrange
V. Welke mate van ondersteuning heeft Freshservice te bieden?
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.
- Hulp op afstand software
- Contract management software
- Licentiebeheer software
- Voorraadbeheer software
- Business continuity software
- Kennismanagement software
- Helpdesk software en ticketsystemen
- ITSM-software (IT-service management)
- IT-asset management software
- ICT-beheersoftware
- Issue tracking software
- Klachtenbeheer software
- Verandermanagement software
- Asset tracking software
- IT-project management software
- IT-service software
- CMDB-software
- Servicedesk software
- Incident management software
- MSP-software
