Freshservice

Una completa herramienta de gestión de servicios de TI (ITSM) para negocios

4.5 /5 (385 opiniones) ¡Escribe una reseña!

Información general sobre Freshservice

¿Qué es Freshservice?

Freshservice es una solución de centro de atención y gestión de servicios de TI (ITSM) basada en la nube que actualmente presta servicios a más de 10 000 clientes de pequeñas y medianas empresas, mercados medios y empresas de todo el mundo.

Freshservice está diseñado utilizando la mejor práctica de ITIL para ayudar a las organizaciones de TI a concentrarse en lo más importante: brindar un servicio excepcional y garantizar la satisfacción del cliente. Además de satisfacer sus necesidades de centro de atención e ITSM, estos clientes eligen Freshservice por su facilidad de uso, velocidad de configuración, atención al cliente y asequibilidad.

Freshservice tiene una interfaz de usuario intuitiva, es fácil de configurar y personalizar para cumplir con los requisitos exactos de los clientes, y se integra fácilmente con otros sistemas de TI y comerciales. Las integraciones nativas con una serie de servicios en la nube populares, como Google Apps, Dropbox, AWS y Bomgar, también aceleran la implementación y el alcance.

Freshservice forma parte de la familia de productos Freshworks, cuyo producto estrella es la solución líder de asistencia al cliente Freshdesk, que cuenta con más de 100 000 clientes en todo el mundo, incluidos Cisco, Honda, 3 M, The Atlantic y QuizUp.

Información general sobre Freshservice

Precio

A partir de
USD 19.00/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Freshservice

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, China y otros 5, India, Japón, Alemania, Brasil, México
Idiomas admitidos
Alemán, Español, Francés, Inglés, Italiano y otros 5, Neerlandés, Polaco, Portugués, Ruso, Sueco

Medios

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Opiniones de Freshservice

Opiniones de Freshservice

Calificación general
4.5
/
5
Excelente
240

Muy bien
122

Normal
15

Pobre
7

Malo
1

Relación calidad-precio
4.5
Funciones
4.3
Facilidad de uso
4.6
Asistencia al cliente
4.7
94% Un ha recomendado esta aplicación
Rich K.

Simple to use and has all the features you actually need.

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.


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Braden J.

Great IT software

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!


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Usuario verificado

Task Management

Overall, this was an easy software to learn and helped our team be more collaborative, efficient, and productive.


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Usuario verificado

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


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Mel W.

Implementation and Management

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.


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Rich K.
Sector: Comercio mayorista
Tamaño de la empresa: 1001-5000 empleados
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Simple to use and has all the features you actually need.

Software usado A diario durante Más de dos años
Revisado el 9/10/2018
Fuente de la reseña: Capterra

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Puntos a favor

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.

Puntos en contra

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

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Braden J.
Sector: Ingeniería civil
Tamaño de la empresa: 201-500 empleados
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Great IT software

Software usado A diario durante Más de un año
Revisado el 24/9/2020
Fuente de la reseña: Capterra

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!

Puntos a favor

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

Puntos en contra

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

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Usuario verificado
Sector: Administración educativa
Tamaño de la empresa: 501-1000 empleados
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Task Management

Software usado A diario durante Más de un año
Revisado el 24/11/2020
Fuente de la reseña: Capterra

Overall, this was an easy software to learn and helped our team be more collaborative, efficient, and productive.

Puntos a favor

When I became the [SENSITIVE CONTENT HIDDEN] for our school district, this is the first ticket management system I've ever used. It took a while to get our employees used to putting in help requests, but now they know this is the fastest way for them to get service. The workflow management helps get requests to the right person, and we love the parent/child ticket option. Most companies don't offer this and it has really helped when we have multi-layer tasks to accomplish. For the cost, this is a great product to keep your team efficient and productive!

Puntos en contra

It didn't seem to integrate our inventory as seamlessly as we liked and we prefer a more visual and user-friendly dashboard.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 9.0/10

Usuario verificado
Sector: Consultoría de gestión
Tamaño de la empresa: 201-500 empleados
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No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Software usado A diario durante 6-12 meses
Revisado el 13/6/2017
Fuente de la reseña: GetApp

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 1.0/10

Mel W.
Sector: Propiedad inmobiliaria
Tamaño de la empresa: 501-1000 empleados
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Implementation and Management

Software usado A diario durante 1-5 meses
Revisado el 25/9/2020
Fuente de la reseña: Capterra

I had used FreshService in the past at different places of employment and had enjoyed it. This was the first time I was tasked with picking a ticketing system for a company. The fact that you get a trial based on the level you want to pay for, can basically have it customized during the trial to see if it's the right fit, extremely helpful and responsive customer service, and its easy to use for all levels of tech comfortability were the big reasons we chose FreshService. Every time I check in with our team of Agents, everyone is extremely happy with the switch and, overall, I am looking forward to the positive changes this is bringing our teams.

Puntos a favor

There are several reasons I pushed to choose FreshService over other products. The value of the features I was getting with the ease of set up. Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless. The ability to customize the product with minimal knowledge makes it easy to manage and make changes. After reviewing a dozen other ticketing systems, FreshService provided the ease of implementation and change that we were looking for.

Puntos en contra

I love Freddy and want to use it however it's limited features over the traditional portal are frustrating. I understand it's a new feature and it's in a state of constant improvement but I wanted to launch with it and was unable to because key features that we needed specifically for our company would not show up. The reports aren't quite what I thought they would be either and I will probably have to do some work with powershell to get the information I really need.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8.8/10
Basado en 385 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Freshservice

Precios de Freshservice

A partir de
USD 19.00/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4.5/5
Basado en 385 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Freshservice

Funciones de Freshservice

API
Alertas y alzada
Auditoría
Autorizaciones basadas en roles
Control de acceso
Creación de informes y estadísticas
Datos en tiempo real
Funcionalidad de búsqueda
Gestión de flujos de trabajo
Gestión de la conformidad
Herramientas de colaboración
Importación y exportación de datos
Integración de terceros
Interfaz para arrastrar y soltar
Notificaciones automáticas
Panel de actividades
Seguimiento de actividades
Supervisión
Supervisión en tiempo real
Visualización de datos
Funciones
4.3/5
Basado en 385 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Freshservice

Preguntas frecuentes sobre Freshservice

He aquí algunas preguntas frecuentes sobre Freshservice.

P. ¿Qué tipo de planes de precios ofrece Freshservice?

Freshservice ofrece los siguientes planes de precios:

A partir de: USD 19.00/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Freshservice?

No tenemos información sobre las características de Freshservice

P. ¿Quiénes son los usuarios habituales de Freshservice?

Los clientes habituales de Freshservice son:

Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Empresas medianas

P. ¿Qué idiomas admite Freshservice?

Freshservice admite los siguientes idiomas:

Alemán, Español, Francés, Inglés, Italiano, Neerlandés, Polaco, Portugués, Ruso, Sueco

P. ¿Freshservice es compatible con dispositivos móviles?

Freshservice admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Freshservice?

Freshservice se integra con las siguientes aplicaciones:

Asset Panda, Azuqua, Bitium, Capabiliti, Cloud Elements, LogMeIn Rescue, Mobility Portal Server, Opsgenie, Pipeliner CRM, Workato

P. ¿Qué tipo de asistencia ofrece Freshservice?

Freshservice ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo