Freshserviceのレビュー

Probably the best tool for Help Desk Management

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

You can do a lot of great things with Freshservice

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

A pretty solid tool for managing tickets

製品を使ってみた感想： Freshservice, in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket.

良いポイント:

Freshservice has lots of features and tools to make managing tickets easy.

改善してほしい点:

Some small bugs/performance issues have been around since my company has been using them (over a year now)

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

良いポイント:

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.

改善してほしい点:

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.

An Enterprise-grade IT Management System

製品を使ってみた感想： Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.

良いポイント:

Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.

改善してほしい点:

Inbuild Reporting and Analytics are complicated and do not always yield the desired results

Freshservice can help you work more efficiently.

製品を使ってみた感想： If I have to make a new system choice today, I would choose Fresh again.

良いポイント:

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.

改善してほしい点:

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

Fresh Service review

製品を使ってみた感想： I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.

良いポイント:

Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.

改善してほしい点:

At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.

Great ITSM for Small team

良いポイント:

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.

改善してほしい点:

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

Manage your IT Service Desk, Freshservice gets it done

製品を使ってみた感想： Great! IT Service Management has become lot easier with freshservice.

良いポイント:

Ease of use, cross platform compatibility, multiple channels of support available.

改善してほしい点:

Needs to be more flexible and feature rich in work automations and customized fields.

Great tool for ticket and sprint management

良いポイント:

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

改善してほしい点:

Ticket routing automation requires a lot of setup but worth it once complete.

FreshService is Great but not consistent

製品を使ってみた感想： 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!

良いポイント:

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.

改善してほしい点:

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.

FreshService keeping ITSM fresh in modern systems

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Easily worth the price compared to other ticket systems.

良いポイント:

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies!

改善してほしい点:

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Happy with Freshservice

製品を使ってみた感想： Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.

良いポイント:

I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.

改善してほしい点:

I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.

Great IT software

製品を使ってみた感想： 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!

良いポイント:

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

改善してほしい点:

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

Easily worth the price compared to free ticket systems

製品を使ってみた感想： Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves.

良いポイント:

Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.

改善してほしい点:

The settings/configuration is not super intuitive.

Freshservice is a real IT service

製品を使ってみた感想： Good tool to implement not only in IT infrastructure but also to other deparments

良いポイント:

Collobration of tickets and task in incidents and tickets

改善してほしい点:

Transferring of tickets from one instance to another instance

Freshservice Review from a daily user and admin

製品を使ってみた感想： 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.

良いポイント:

- 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

改善してほしい点:

- 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

Long time user

製品を使ってみた感想： similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult

良いポイント:

ease of use for admins to control tickets via simple to use interface

改善してほしい点:

new features take several revisions to get working correctly / fit for OUR purpose

Easy to use ITSM system that lack proper integration with other platforms.

製品を使ってみた感想： Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated.

良いポイント:

Incident and Service requests is the module I like the most, specially because IT support can

改善してほしい点:

Inventory and Software management. The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious. Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.

Offers a lot of features

製品を使ってみた感想： It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.

良いポイント:

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.

改善してほしい点:

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.

Easy to use and flexible ticketing system

良いポイント:

Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then.

改善してほしい点:

It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.

Best support ticketing system

製品を使ってみた感想： Love it what more can I say make my job much easier.

良いポイント:

Makes managing support very easy, love working with Fresh Service and the link to Jira works brilliantly

改善してほしい点:

The searches could be a bit better if additional filtering options were added to narrow down the search when looking for historical tickets

Ok for the price but better software exists in almost every area

製品を使ってみた感想： Freshservice has been a really useful tool for us over the past seven years. We are actively looking for replacement software because of its limitations, especially around ticket management. It's a good basic platform for the cost but there is better software out there.

良いポイント:

The nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.

改善してほしい点:

Ticket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic.

A Fresh service

製品を使ってみた感想： We have been using the software for over 6 months (since go-live) and the experience has been great. The team is helpful, supporting and gets the job done providing regular updates and is good at expectation management.
The tool set has enabled our service management platform to embrace 4IA and we are constantly innovating our services with new functionalities, making it easier for our users to interface with the systems. The built-in self-service first over incident logging has a direct reduction on our incidents and costs on managing them. The ease of workflow setups and automation allows us to implement new processes in hours.

良いポイント:

Out of the box functionality with default configuration is quick and easy; Support and development teams is very helpful and goes the extra mile; Level of integration to different channels (mobile, chats bots, web, AI) work superb Innovation of the product - it constantly change, either with new features or enhanced functionality The team is always happy to listen to suggestions from their customers and to enhance the product

改善してほしい点:

New features takes months to deliver if it cannot be configured The available features between agents and requester is extremely cumbersome CMDB and ITAM solutions require some work