¿Qué es Freshservice?
Mantén un inventario de los activos de TI y no TI de tu organización, como contratos, hardware y software, y haz un seguimiento de los detalles de los activos a lo largo de su ciclo de vida con la administración de activos de Freshservice. La herramienta ofrece una experiencia de usuario refrescante además de potentes funciones de administración de activos y tickets, como el descubrimiento automático de nuevos recursos, la potente administración de configuración y el análisis de impacto mejorado.
¿Quién usa Freshservice?
Los clientes de Freshservice incluyen MSP, organizaciones financieras, instituciones educativas y varias organizaciones gubernamentales.
¿Dónde se puede implementar Freshservice?
Cloud, SaaS, Web, Android (móvil), iPhone (móvil), iPad (móvil)
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Funciones de Freshservice
- Alertas y notificaciones
- Arrastrar y soltar
- Catálogo de servicios
- Creación de informes en tiempo real
- Encuestas y comentarios
- Formularios personalizables
- Gestión de SLA (Service Level Agreement)
- Gestión de configuración
- Gestión de contratos o licencias
- Gestión de demandas de servicio
- Gestión de flujos de trabajo
- Gestión de incidentes
- Gestión de inventarios
- Gestión de la asistencia técnica
- Gestión de la conformidad
- Gestión de problemas
- Gestión de proyectos
- Gestión de recursos informáticos
- Gestión de tareas
- Gestión de tickets
- Gestión de tickets de soporte
- Gestión de versiones
- Gestión del cambio
- Gestión del conocimiento
- Historial de servicios
- Integraciones de terceros
- Notificaciones en tiempo real
- Panel de actividades
- Planificación y asignación de recursos
- Portal de autoservicio
- Portal de clientes
- Seguridad SSL
- Supervisión en tiempo real
Alternativas a FreshserviceMás alternativas a Freshservice
Probably the best tool for Help Desk Management
Comentarios: 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.
Puntos a favor:
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.
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.
FreshService Internal Ticket Management System for Gehan Homes
Comentarios: We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.
Puntos a favor:
Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.
The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.
Simple & powerful ticket management platform
Comentarios: Ideal ticketing and support platform for startups and SMBs!
Puntos a favor:
Freshservice was very easy to setup and migrate our operations to. Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space. Data analytics offered by the platform is quite detailed & easy to interpret.
UI looks a little outdated. Workflows are great but quite tough to create customized ones, limited flexibility. Email delivery/notification is a little challenging, face issues with our clients once in a while.
No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration
Puntos a favor:
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.
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.
Comentarios: 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.
Puntos a favor:
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.
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'.