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Refreshingly simple
What do you like best about the product?
The ease of use, the clear ITIL flow, the many options. The swift and friendly costumer support.
What do you dislike about the product?
some integrations could be better, like the connection to SCCM or AD
What problems is the product solving and how is that benefiting you?
We are changing ITSM software, where we now have no overview, no transparant reporting, no easy flow to something clear. This will help IT and therefore help our business in dealing with incidents much faster
Recommendations to others considering the product:
Try it for free, it will convince you
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Freshservice, un outil ludique, simple et efficace et parfaitement adapté à la gestion des demandes
What do you like best about the product?
1. Le catalogue de services qui nous a permis de simplifier énormément certaines demandes récurrentes (arrivées/départs de salariés, etc.)
2. Le Dashboard nous permet d’avoir une très bonne vision rapide du statut des tickets au jour le jour.
3. Le fait de pouvoir générer facilement des rapports d’activité personnalisés nous permet de réduire le temps passé à collecter et analyser les KPIs.
4. Un seul et même outil pour gérer nos demandes IT et Services Généraux
5. Modèle Cloud : accessible depuis n’importe où et de n’importe quel device | pas d’impact pour notre infrastructure actuelle, ni d’administration à gérer | facilement modulable à leurs besoins
6. Simplicité d’utilisation et gamification (concurrence ludique entre les agents)
7. Possibilités pour les utilisateurs finaux de suivre leurs demandes
What do you dislike about the product?
Le modèle de recherche qui ne recherche pas dans les champs personnels du catalogue de service
What problems is the product solving and how is that benefiting you?
Freshservice a tout à fait répondu à nos problématiques de départ. En effet, le fait que les utilisateurs aient juste besoin d’un navigateur web ou d’une messagerie pour faire une demande nous a permis de mieux recenser toutes les demandes utilisateurs, et éviter les demandes de “couloir”. De plus, nous avions auparavant deux applications pour les tickets IT et Services Généraux. Désormais, toutes les demandes sont traitées via un seul et même outil. Aussi, toute la gestion au jour le jour des tickets (escalade, tâches,...) est devenue nettement plus simple avec Freshservice. Et enfin, la multitude de rapports proposés par défaut dans l’outil a beaucoup réduit le temps mensuel passé à collecter et analyser les KPIs.
En seulement 9 mois, nous avons identifié énormément d’améliorations dans la gestion de nos demandes IT et Services Généraux. Nous avons désormais la possibilité d’avoir des informations sur le temps de réponse et des résolutions des tickets.
•Côté agents :
◦Baisse de 15% environ du temps moyen de première réponse
◦Baisse de 30% environ du temps de réponse moyen
◦Réduction du temps de résolution
◦Baisse de + 50% des tickets IT ré-attribués entre agents grâce à la gestion des escalades, des tâches et des planifications
◦Meilleur suivi et gestion des tickets (plus d’informations fournies sur l’état d’avancement)
◦Réduction du nombre de tickets backlogs
◦Augmentation de la performance en termes de SLAs
◦Satisfaction des équipes IT
◦Très bonne vision rapide du statut des tickets grâce au dashboard
◦Réduction du temps passé à collecter & analyser les KPIs grâce aux rapports
◦Réduction du volume de tickets grâce au portail libre-service
•Côté infrastructure :
◦Disponibilité de l’application 24/7 | pas besoin de veiller sur elle et sur son administration
•Côté utilisateurs :
◦Simplification de certaines demandes récurrentes (arrivées/départs de salariés, etc.) grâce au catalogue de services
◦Réduction des demandes anarchiques de “couloir” : augmentation des demandes faites via l’outil.
◦Satisfaction des utilisateurs finaux sur le système en lui-même
◦Historique de toutes leurs demandes facilement accessible
Recommendations to others considering the product:
C'est un excellent outil qui répond entirèrement aux besoins des agents et des utilisateurs.
Il est facile à mettre à place, à appréhender et à accepter par les utilisateurs finaux.
La partie administration et configuration se fait de façon aisée, et ne nécessite pas de compétence particulières.
Solution totalement Cloud, donc idéale, car pas d'infrastructure à gérer, et une administration du système faite par les équipes de FreshDesk !
Il est facile à mettre à place, à appréhender et à accepter par les utilisateurs finaux.
La partie administration et configuration se fait de façon aisée, et ne nécessite pas de compétence particulières.
Solution totalement Cloud, donc idéale, car pas d'infrastructure à gérer, et une administration du système faite par les équipes de FreshDesk !
Freshservice: Un outil efficace de gestion des interventions de support au quotidien
What do you like best about the product?
1. La clarté des tableaux de bord, permettant une lecture rapide des priorités d'intervention.
2. L'accès personnel dédié aux utilisateurs finaux, leur permettant de suivre à tout moment l'état de leurs demandes.
3. Les éléments ludiques (points, classements) mis en place pour maintenir la motivation des agents
4. La production simple et personnalisable de rapports d'activité
5. La possibilité de proposer un catalogue de services aux utilisateurs, formatant correctement les demandes d'intervention dès l'enregistrement grâce à des formulaires personnalisables.
6. La personnalisation très simple des domaines et natures d'intervention,
2. L'accès personnel dédié aux utilisateurs finaux, leur permettant de suivre à tout moment l'état de leurs demandes.
3. Les éléments ludiques (points, classements) mis en place pour maintenir la motivation des agents
4. La production simple et personnalisable de rapports d'activité
5. La possibilité de proposer un catalogue de services aux utilisateurs, formatant correctement les demandes d'intervention dès l'enregistrement grâce à des formulaires personnalisables.
6. La personnalisation très simple des domaines et natures d'intervention,
What do you dislike about the product?
Il reste encore quelques éléments à correctement traduire en français.
La gestion du parc est à mon sens un peu chère au delà de 100 matériels, c'est pourquoi nous préférons continuer à utiliser GLPI pour cet aspect de notre activité
La gestion du parc est à mon sens un peu chère au delà de 100 matériels, c'est pourquoi nous préférons continuer à utiliser GLPI pour cet aspect de notre activité
What problems is the product solving and how is that benefiting you?
Nous gérons toute l'activité de support aux utilisateurs de notre structure, soit environ 1200 tickets /an pour 150 comptes.
Nous avons nettement gagné en efficacité depuis que nous sommes passés sur FreshService en mai 2015, grâce à un suivi plus clair et plus simple des tickets d'intervention.
Nous avons nettement gagné en efficacité depuis que nous sommes passés sur FreshService en mai 2015, grâce à un suivi plus clair et plus simple des tickets d'intervention.
Recommendations to others considering the product:
Profitez de la période d'essai gratuit pour vous faire rapidement une idée des bénéfices apportés par ce service.
Go for Freshservice ! :)
What do you like best about the product?
Freshservice is the best user friendly ITSM based tool i have worked upon. The entire look & design of the tool is fresh and attractive. And mainly in the end user's perspective the tool is well understandable with more good features like Service Catalog, etc..
What do you dislike about the product?
In software perspective there may be no reason for disliking. If at all we could say one, it may be with the tactical pricing. For example, Service Catalog feature comes only in the costliest package but other features in that package may not be necessary. For one good feature we need to choose costliest package.
But still they provide the feature as an add-on if you need it in the cheaper packages.
But still they provide the feature as an add-on if you need it in the cheaper packages.
What problems is the product solving and how is that benefiting you?
It brought a professionalism inside our firm where end users doesn't interact with the support person directly, where-in they log a ticket which makes the support person to work on it. It has also brought in a process.
Recommendations to others considering the product:
If you are looking for ITSM based tool which simply astonishing design and user-friendly type, then GO for this tool.
Freshservice is quick solution to manage incidents
What do you like best about the product?
Freshservice allowed us to bring a fully functional, easy to use multi-channel ITIL based service desk to our users in just a few days. Instead of the months long implementation I've been through before, we were able to deploy Freshservice quickly an effectively, and our users love it.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
What do you dislike about the product?
The reporting needs to be more flexible and customization. There is a lot of good information in the pre-built reports, but i often find it limiting when trying to spot trends and make decisions.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
What problems is the product solving and how is that benefiting you?
Helps us for effective incident management.
Recommendations to others considering the product:
Contact FreshService for a free trial and speak to the account manager with your requirements - they will ensure your trial allows you to properly experience FreshService and then you can decide for yourself. One thing to note however, is that the trial will automatically begin with the highest plan (Estate), so if you wish to accurately trial another plan, you must downgrade your plan once the trial starts.
Perfect Service
What do you like best about the product?
What I like best is, this ticketing system meets all our needs & then some.
What do you dislike about the product?
I have no complaints. All our needs are met .
What problems is the product solving and how is that benefiting you?
This ticketing system encourages communication between store techs & office staff.
Recommendations to others considering the product:
Give it a try, it's Awesome!!!!
Modern and flexible ITSM solution for SMBs
What do you like best about the product?
Freshservice is one of the most intuitive and user friendly Service Desk automation offerings out there. User interface is sleek, tidy and uncluttered. It aligns very well with ITIL and has main processes covered which fall mostly under Service Operation. The solution is flexible, allows quite easy expansion (additional fields) and integration (many options available through zapier.com). Gamification aspect is also not found on many of the products but is valued by the new generation.
What do you dislike about the product?
The product is still a bit young (even though I appreciate what they have been able to accomplish during this period) and hopefully many of the areas will see improvement. Short term I would like to see improved CMDB and asset management. Long-term I would like the product to become more mature and give more focus on financial side of IT business (tracking procurement, value depreciation, support team time tracking and billing, maybe even client invoicing) as well as procedural.
What problems is the product solving and how is that benefiting you?
Freshservice really helps to improve client (user) satisfaction as well as achieve cost savings through the use of self-service area. We are a Managed Services Provider and by using this tool we are quite comfortable of providing access to our clients specifically to Freshservice so that our clients could see the resolution and log new requests in a current and modern way (so we are also seen as such).
Recommendations to others considering the product:
Check that you would have 90% of your most necessary features covered and work with support during the trial to get understanding if you can achieve the rest.
Simple, Functional and Easy on the eye!
What do you like best about the product?
It is simple to navigate, setup and maintain.
What do you dislike about the product?
There was nothing per-se that I disliked. There is always room for improvement and it will be great to see how this product evolves further.
What problems is the product solving and how is that benefiting you?
Keeping track of bugs, assets, changes to in-house software.
Great tech support
What do you like best about the product?
The live technical support is very helpful and I can reach them anytime by calling. I had an issue with how the timer on tickets starts and the team is customizing a solution for me.
What do you dislike about the product?
Need more options for graphs under reports (this might be user error on my end).
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
What problems is the product solving and how is that benefiting you?
Better reporting than what was offered by Zendesk. I am still working on adding custom fields that we can sort on so I have more configuration to do on my end but support has been very helpful .
Recommendations to others considering the product:
Play around with it first by creating a trial account.
Great value for the cost.
What do you like best about the product?
Chose Freshservice after trying out few other competing products. Have been using it for close to an year now and no regrets at all on the decision. It has served our requirements extremely well.
Few reasons for choosing and continuing to use it are :
Ease of setting up and using it.
Excellent support
Beats every other product in price to features comparison ratio.
Few reasons for choosing and continuing to use it are :
Ease of setting up and using it.
Excellent support
Beats every other product in price to features comparison ratio.
What do you dislike about the product?
There is nothing to dislike. But would love to see features that provide greater control over user defined dashboards in CMDB part of the product.
What problems is the product solving and how is that benefiting you?
Freshservice is core to our business and we use it for customer support , knowledge base and asset management. It helps run our business critical processes efficiently and improves productivity of the team.
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