Freshservice

Vorteile

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.

Nachteile

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Vorteile

I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF

Nachteile

The Admin setting section is hard to navigate through sometimes and hard to find settings I want

In Betracht gezogene Alternativen

Zendesk Suite

Warum Freshservice gewählt wurde

Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash often

Zuvor genutzte Software

ManageEngine ServiceDesk Plus

Gründe für den Wechsel zu Freshservice

Better pricing and ticked all the requirements we were after

Vorteile

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Nachteile

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.

Vorteile

I'm a user and use Freshserbice whenever I encounter issues. I like the platform it is easy to use and you can track your incidents in real-time. Great service

Nachteile

The Mobile Version or App can be improved

Vorteile

- Very little initial configuration needed - features work out-of-the-box
- User experience (UX) very very good - modern, quick and easy to use, looks great
- Workflow automations and orchestrations allow significant and valuable automation with little work
- Sandbox mode allows safely making and testing changes, and syncing them into production easily
- Ticket approvals system works very logically and very well

Nachteile

- Sandbox sync sometimes fails and needs Freshworks support intervention
- Only the main requester can access the ticket, and it's not possible to add others to see the ticket
- No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login
- Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want
- WYSIWYG editor has quite a few quirks around new lines and styling

In Betracht gezogene Alternativen

ServiceNow

Warum Freshservice gewählt wurde

- Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time.

Zuvor genutzte Software

JIRA Service Management

Gründe für den Wechsel zu Freshservice

- ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice