Freshservice

Examen Freshservice du système de gestion interne des tickets de Gehan Homes

Commentaires: Nous sommes satisfaits des capacités de gestion des tickets et de suivi des actifs de FreshService, ainsi que de son prix abordable et de son excellent support client.

Avantages:

FreshService fournit un système de gestion des tickets simple et convivial qui permet une communication aisée avec les utilisateurs finaux.

Inconvénients:

Le système de gestion des stocks peut ne pas être fiable, avec des problèmes occasionnels avec la fonctionnalité de recherche.

Gestion de parc informatique simple

Avantages:

Superbe outil de gestion de parc informatique et de help desk. Utilisation intuitive, support client réactif

Inconvénients:

Prise en main du logiciel difficile au depart

Freshservice one to logiciel

Commentaires: Pour l'instant se correct, et j'espère que le service restera comme ça

Avantages:

J'apprécie la façon que freshservice aidé les entreprises et protéger les produits

Inconvénients:

Non pour l'instant je suis satisfait de freshservice

Probably the best tool for Help Desk Management

Commentaires: 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.

Avantages:

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.

Inconvénients:

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 Review

Commentaires: 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.

Avantages:

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.

Inconvénients:

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)

Alternatives envisagées : Jira et Zendesk Suite

Pourquoi passer à Freshservice : At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.