IT Service Management

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

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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.

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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.

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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. 

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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. 

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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. 

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Major Incident Management

Create on-call schedules for agents to manage critical events. Build out call trees for alerting and sourcing the correct SMEs to remediate critical issues and get your systems up and running.

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. 

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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. 

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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.

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IT Operations Management

Minimize downtime, increase efficiency, and control your cloud with Freshservice Operations Management.

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Alert Management

Unify alerts from all the monitoring tools that oversee your infrastructure in a single pane of glass. Separate the noise from what’s actually important and create playbooks for rapid remediation and downtime reduction. 

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Orchestration Center

Extend workflows beyond Freshservice by integrating with 3rd party tools. Deploy powerful automations at scale without the need for complex development.

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IT Asset Management

Future proof your CMDB with the power of a cloud-focused ITAM suite.

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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. 

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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. 

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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. 

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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. 

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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.

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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. 

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Project Portfolio Management

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

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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. 

AI for Predictive Insights

Intelligent AI can help predict projects and tasks that will run overdue or be completed ahead of schedule. Accurately plan and predict how projects are going to maximize efficiency. 

Leverage the full power of the Freshworks Platform

Context Driven Analytics
Custom App Platform
Secure Cloud
Mobile App
Scalable Cloud
Extensible App Marketplace