Freshserviceの概要
Freshserviceは、インテリジェントで適切な規模のITSMソリューションです。直感的に操作できるスケーラブルなノーコード・ソリューションで、優れた従業員エクスペリエンスを実現することができます。最先端のAIと機械学習機能を備えたFreshserviceでは、ありきたりのタスクを自動化することで、ITエージェントのワークロードを軽減し、生産性を向上させることができます。AI機能に加えて、Freshserviceはレガシー・システムを使用している企業と、最新のシステムを使用している企業のどちらが利用するにも十分な柔軟性と拡張性を備えています。
Freshserviceの対象ユーザー
MSP、金融機関、教育機関、複数の政府機関などがFreshserviceを利用しています。
Freshserviceをご存知でしょうか？
別の人気製品との比較
Freshservice
Freshserviceの他のおすすめ代替製品
Freshserviceのレビュー
Brad
Great Overall SASS for IT
Erick
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.
Sarah
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.
Freshservice Review
製品を使ってみた感想： 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.
良いポイント:
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.
改善してほしい点:
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)
Joas Andrito
Is Freshservice worth a try?
製品を使ってみた感想： Well Freshservice is an okay choice to go along with but, personally, it just wasn't a good fit for me, but i would really recommend it, 'cause it has undoubtedly great features
良いポイント:
one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use.
改善してほしい点:
one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance.
David
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.
