Reseña de Freshservice: ventajas, desventajas, características y precios
Freshservice destaca por su experiencia de usuario con soluciones modernas de gestión de servicios de TI, como la gestión de incidentes y cambios, las solicitudes de servicio, la automatización de flujos de trabajo y el soporte de mesa de ayuda.
Revisamos las herramientas de manera independiente, y las comisiones ayudan a financiar nuestras pruebas. Consulta nuestra política de transparencia, nuestra metodología o sugiere una herramienta.
Freshservice is help desk software built for IT teams that need to manage internal service requests, incidents, and assets in one place. I'd consider it if you want a purpose-built IT service management tool that's faster to configure than ServiceNow, without sacrificing the ticketing structure and asset management IT teams actually need.
Freshservice by Freshworks Evaluation Summary
4.6/5
- From $19/agent/month (billed annually)
- Free trial + free demo available
Por qué confiar en nuestras recomendaciones de software
6,700+
Reviews
20
Industry experts
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14
Years
Nuestro equipo lleva probando y evaluando software desde 2012. Como líderes de CX, sabemos lo difícil —y lo importante— que es elegir el software adecuado.
Para esta guía, evaluamos las herramientas mediante pruebas prácticas e investigación independiente, puntuando las herramientas según nuestros criterios de selección.
Nuestras reseñas reflejan nuestro criterio editorial humano, no un discurso de ventas.
Gui DrusinaCreative Director
Tim FisherVP of AI
Freshservice by Freshworks Overview
From my perspective, Freshservice is a solid choice for teams looking for a reliable internal ITSM solution. It offers a user-friendly interface and effective ticket management, making it suitable for IT departments and educational settings. I think it excels in usability and customer support, but it can be pricey, which might not be ideal for SMBs. Compared to others, Freshservice's standout features and integration options could benefit larger teams needing robust solutions across IT operations and IT management. It’s a good fit for those who value intuitive design and responsive support. Freshservice positions itself as a unified ITSM solution with IT operations and IT assets management, but consider your budget and feature needs before committing.
Pros
- The interface is intuitive and easy for your team to navigate, with clean dashboards and a modern user interface that provides a view of requests and services in real-time.
- You can manage tickets efficiently with its effective workflow automation and rule-based workflows to eliminate repetitive tasks.
- Customer support is responsive and helpful when you need assistance.
Cons
- Onboarding can be a bit complex for new users.
- Some users feel the customization options are limited for their needs.
- Reporting features might not be as detailed as your team requires. Although built-in metrics/dashboards help cater to most needs.
Is Freshservice by Freshworks Right For Your Needs?
Who Would be a Good Fit for Freshservice by Freshworks?
Freshservice is great for IT departments and educational institutions that need efficient ticket management and automation. If your team values intuitive interfaces and responsive support, Freshservice can help you streamline operations as an ITSM tool aligned to ITIL practices such as incident management, change management, service requests, knowledge base, and SLA management.
Its mobile app supports agents and end users on the go for approvals, ticket actions, and asset tracking/asset management tasks. Educational institutions can use a self-service portal and service catalogue templates to reduce ticket volumes.
- IT DepartmentsFreshservice's automation and ticketing system, with configurable SLA policies, access controls, and a robust service catalog, makes managing IT requests a breeze.
- Educational InstitutionsIts user-friendly interface and support features help you handle student and staff inquiries efficiently, and knowledge base articles and request templates speed resolution.
- StartupsWith its straightforward setup and automation, Freshservice can help your growing team manage internal requests, and you can scale into modules like CMDB and asset management as needs expand.
- RetailIf you need to address store/employee issues quickly, notifications and real-time updates through Slack/Microsoft Teams help keep the teams aligned.
- HealthcareYour team can use standardized service requests, audit logs, and access controls to support sensitive processes while centralizing IT intake and approvals.
- NonprofitsFreshservice can assist your organization in managing staff and volunteer IT requests through a self-service portal, request templates, and basic orchestration rules.
Who Would be a Bad Fit for Freshservice by Freshworks?
Freshservice might not be ideal for small businesses with tight budgets, as its pricing can be on the steeper side, especially if you require advanced features like Freddy AI. If your team needs extensive customization, especially across legacy tools, you may need to rely on the API/integrations marketplace or external project management/CRM systems. Enterprises that require in-depth reporting and analytics might also find it lacking compared to other solutions.
- Small StartupsCosts can be prohibitive if your startup is operating on a limited budget (weigh Starter vs required modules like CMDB/ITAM).
- Large EnterprisesIf your business needs highly customized legacy orchestration or niche compliance analytics, you may need external tooling despite strong ITSM coverage.
- Highly Customized WorkflowsTeams that require extensive customization across every module might find native options limiting without leveraging API/integrations.
- FreelancersFreelancers might find the scope and cost of Freshservice unnecessary for their individual needs.
- ManufacturingIf you require complex supply chain project management, you’ll still need a specialized tool, and Freshservice might not fit well.
- Finance SectorFor financial institutions needing advanced security features, Freshservice might not provide the specific capabilities you're looking for.
Cómo Probamos y Evaluamos Herramientas
Hemos pasado años construyendo, refinando y perfeccionando nuestro sistema de evaluación y puntuación de software. La rúbrica está diseñada para capturar los matices de la selección de software y lo que hace que una herramienta sea eficaz, centrándose en los aspectos críticos del proceso de toma de decisiones. A continuación, puedes ver exactamente cómo funcionan nuestras pruebas y puntuaciones en siete criterios. Esto nos permite ofrecer una evaluación imparcial del software basada en funcionalidad principal, características destacadas, facilidad de uso, incorporación, soporte al cliente, integraciones, opiniones de clientes y la relación calidad-precio.
Funcionalidad Principal (25% de la puntuación final)
El punto de partida de nuestra evaluación siempre es la funcionalidad principal de la herramienta. ¿Tiene las funciones básicas que un usuario esperaría? ¿Alguna de esas funciones principales está bloqueada en planes de precios más altos? Consideramos que una herramienta debe estar a la par de las capacidades básicas de sus competidores.
Características Destacadas (25% de la puntuación final)
A continuación, evaluamos aquellas características poco comunes y destacadas que superan la funcionalidad principal típica de herramientas de ese tipo. Una puntuación alta refleja funciones especializadas o únicas que hacen que el producto sea más rápido, eficiente o que aporte un valor adicional al usuario. También evaluamos lo fácil que es integrar la herramienta con otras que típicamente se utilizan en el ecosistema tecnológico para ampliar la funcionalidad y utilidad del software. Las herramientas que ofrecen abundantes integraciones nativas, conexiones de terceros y acceso a API para integraciones personalizadas obtienen la mejor puntuación.
Facilidad de Uso (10% de la puntuación final)
Consideramos lo rápido y sencillo que es ejecutar las tareas definidas en la funcionalidad principal usando la herramienta. El software que puntúa alto está bien diseñado, es intuitivo, ofrece aplicaciones móviles, proporciona plantillas y hace que tareas relativamente complejas parezcan sencillas.
Incorporación (10% de la puntuación final)
Sabemos lo importante que es la rápida adopción del equipo en una nueva plataforma, así que evaluamos lo fácil que es aprender y usar una herramienta con poca formación. Evaluamos cuán rápido un miembro del equipo puede configurarse y comenzar a usar la herramienta sin experiencia. Las soluciones mejor puntuadas requieren poco o ningún soporte.
Soporte al Cliente (10% de la puntuación final)
Revisamos lo rápido y sencillo que es salir de un atasco y encontrar ayuda por teléfono, chat en vivo o una base de conocimientos. Las herramientas y empresas que brindan soporte en tiempo real obtienen la mejor puntuación, mientras que los chatbots obtienen la peor.
Opiniones de Clientes (10% de la puntuación final)
Más allá de nuestras propias pruebas, consideramos el puntaje neto del promotor de los clientes actuales y anteriores. Revisamos la probabilidad de que elijan la herramienta nuevamente para la funcionalidad principal. Un software con alta puntuación refleja un alto puntaje neto del promotor por parte de clientes actuales o anteriores.
Relación Calidad-Precio (10% de la puntuación final)
Por último, considerando todos los demás criterios, analizamos el precio promedio de los planes de nivel inicial frente a las funciones principales y valoramos el resto de los criterios de evaluación. El software que ofrece más por menos obtiene una mayor puntuación.
Core Features
Ticket Management: Freshservice allows you to organize and track internal inquiries efficiently. Your team can easily prioritize tickets, set SLA policies, and manage the full life cycle from intake to resolution.
Automation: Automate repetitive tasks and streamline your workflow with drag-and-drop builders—spanning approvals, service requests, and updates across teams.
Knowledge Base: Create a repository of solutions and FAQs for your teams so end users can self-serve.
Self-Service Portal: Empower your employees to solve issues on their own with a user-friendly portal linked to the service catalog and intake templates
Service Catalog: Offer a structured list of services for easy access, and requests can trigger orchestration and workflow automation across apps.
Reporting and Analytics: Built-in dashboards provide real-time performance metrics for agents and managers.
Ease of Use
Freshservice shines in usability with its intuitive interface and straightforward navigation. Your team can quickly learn the system, reducing training time. Its clean layout and organized features make it easy to manage tickets and automate tasks efficiently. Compared to other solutions, Freshservice offers a smoother experience, with users frequently praising its simplicity. Even non-technical staff can navigate the workspace and modules with minimal training.
Integrations
Freshservice integrates with Microsoft Teams, Slack, Jira, SecPod, TeamViewer, Dropbox, Google Workspace, ServiceNow, Azure AD, and Trello. Freshservice also offers an API and connects with third-party SaaS apps and CRM tools for custom integrations.
Freshservice by Freshworks Specs
- 2-Factor Authentication: Yes
- API: Yes
- Approval Workflows: Yes
- Audit Trail: Yes
- Batch Permissions & Access: Yes
- Calendar Management: Yes
- Compliance Tracking: Yes
- Contact Management: Yes
- Dashboards: Yes
- Database: Yes
- Design Templates: No
- Document Comparison: No
- Document Management: Yes
- Electronic Signature: Yes
- External Integrations: Yes
- File Sharing: Yes
- File Transfer: Yes
- History/Version Control: Yes
- Multi-User: Yes
- NDA Management: No
- Notifications: Yes
- Reports: Yes
- Scheduling: Yes
- Task Scheduling/Tracking: Yes
- Third-Party Plugins/Add-Ons: Yes
- Workflow Management: Yes