Freshservice Features | ITIL Service Desk Software

IT Service Management

Delight your organization with a modern service management solution that puts an emphasis on experience.

Intuitive Consumer-Grade Service

Modernize your employee engagement with integrated support channels and AI-driven service management. Rapidly deploy a solution targeted towards fast time to value and end-user adoption.

Incident Management

Route incidents intelligently and give your technicians all the tools they need to resolve incidents in a single screen experience. Drive service efficiency with automations and AI.

SLA Management

Set multiple SLA policies for different business hours or incident categories. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.

Knowledge Management

Extend your knowledge base to assist end users and deflect incidents. Extend the knowledge base beyond IT by integrating 3rd party information and other internal content management systems to create a powerful knowledge base.

Sandbox

Set up copies of your production environment to change, test, and deploy configurations without affecting your users. Train your new users and promote hands-on learning without the risk of disruptions.

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Unified Service Catalog

Easily deploy powerful, extensible workflows that ensure speedy service delivery from everything as simple as password resets to as complex as new hire onboarding. Unify your service delivery into a single, modern platform.

AI-Powered Service Management

Support end-users with powerful chatbots, enhance agent productivity with intelligent suggestions and gain powerful insights with AI-driven analytics. Freshworks AI is easy to deploy and delivers immediate value.

Problem Management

Isolate problems, link it to existing or past incidents, perform root cause analyses with Freshservice's timeline of events, and minimize disruptions to the business.

Change Management

Deploy a well-governed change control process that allows for standardization and automation. Integrate Change Control with your service desk and CMDB to minimize risk.

Release Management

Plan releases by documenting the build and test plans, set start and end dates to update team members by creating announcements in your Freshservice account.

Workload Management

Monitor workload easily with a complete overview of all the work assigned to you and your team members. Track their availability to plan incoming work better and manage their assignments with ease to ensure balanced workload levels and timely completion of work.

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Freshservice for Business Teams

Offer unified service delivery with IT and business teams on a single platform for enhanced employee productivity, operational transparency, and return on investment.

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Workspaces

Allow multiple teams to co-exist on a single service management platform. Gain control over work and visibility for each department individually without compromising on security and autonomy.

Support Portal

Create standardized service catalogs to streamline the service request process from everything as simple as expense reimbursement to as complex as new hire onboarding. Unify your service delivery into a single, modern platform.

Knowledge base

Create a single repository for all policy and process-related documents to bring consistency across teams, deflect queries and empower employees with updated information on the leave policy or reimbursement process.

Workflow automation

Automate repetitive manual processes like employee offboarding, multi-department approvals and category-based routing for efficient service desk operations. Build customized workflows with third-party orchestration applications like G-suite, slack or Azure AD.

Employee onboarding

Streamline onboarding processes with effective stakeholder management, building pre-defined kits, automatic ticket creation, and approval processes within a single 4-step module.

Project management

Plan and execute complex projects like employee appraisal, inventory audit and budget planning for unified task management and deliver projects on time with accurate predictability.

IT Operations Management

Minimize downtime, ensure service reliability, and improve business resilience with context and collaboration on a unified platform.

Alert Management

Pipe in and consolidate alerts from all monitoring tools on a single pane of glass. Let Freddy AI algorithm dig through the noise and highlight critical operational issues. Automatically create and route rich incidents to relevant agent groups.

Cloud Management

Integrate with leading cloud providers like AWS, Azure, and VMware to automatically discover cloud resources and their relationships that power your digital infrastructure. Automate manual and repetitive tasks using Cloud catalog and Orchestration Centre.
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On - Call Management

Get a one-up on critical incidents with a 24*7 agent availability plan. Notify multiple agents and teams via MS Teams, WhatsApp, Slack, phone, SMS, push notifications on the Freshservice mobile app, & more. Automatically escalate an issue until it gets acknowledged.

Major Incident Management

Minimize the impact of service disruption by establishing a clear process to rapidly resolve major incidents. Automate escalation, simplify collaboration, streamline customer & stakeholder communication, & build resilience by incorporating learnings. Do all of this and more minus any tool hopping.

Service Health Monitoring

Gain a user-centric view into the state of your digital operations by tracking the health of your business and technical services. Visually discern interdependencies between assets and services. Prioritize which incidents to focus on based on end-user impact.

IT Asset Management

Build a backbone for efficient service delivery with complete visibility into your on-premise and cloud infrastructure.

Asset Normalization

Create a unified view of all assets across multiple systems, offices, and clouds. Integrate with existing asset inventory systems to create a single pane of glass for your entire asset inventory.

Automated Discovery

Automatically discover and track asset information by using our out-of-the-box discovery tools. Leverage agent or agentless discovery and even track assets off-network for full visibility.

Integrated CMDB

Maintain a complete repository of all the assets in the organization with in-depth visibility into how they are connected to each other. Identify critical assets, and easily link them to incidents, requests, problems, changes, or projects at the click of a button. Develop powerful automations that minimize risk and keep your team informed.

SaaS Management

Get a 360° view of your SaaS applications and optimize usage with insight-driven actions. Prevent siloed SaaS subscriptions with unified discovery and usage tracking right within your service management solution. Leverage intelligent insights to reduce spend and stay in compliance.

Asset Lifecycle Management

Track purchase orders, initialize assets, and keep a record of every piece of information from procurement to retirement in a single unified view.

Contract Management

Maintain a single record of all contracts with third-party vendors. Track spending, optimize software license usage and set reminders on renewals and expiries.

Project Portfolio Management

Plan, execute, and deliver projects on time with an easy to use, integrated project management tool.

Integrated Projects

With an integrated ITSM and project management, gain visibility into all your key IT initiatives. Extend your PPM by giving your ServiceDesk team full context of project timelines and associated incidents and assets.

Customizable Project Templates

Deploy standard project templates for both agile or waterfall projects. Drive efficiency by enabling your team to follow pre-defined processes and automated project timelines.

Agile and Waterfall

Help team members manage any kind of project using new-gen project management. Run agile projects for software rollout or simple waterfall projects for planning and tracking any IT initiative. Choose your own hybrid approach to project management that suits your team’s needs.

Project Analytics

Gain a consolidated view of projects across teams with project analytics. Customize and build your own reporting dashboards with minimal effort. Track resources and manage efficiency and timelines in a single view.

Unified Task Management

Give technicians a single view of all their tasks across multiple projects and initiatives. Intuitively assign work out and manage schedules and resources efficiently.

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