Drive IT support with an ITIL-aligned service desk.
Freshservice weaves systematic workflow so you don't have to run around in loops.
Incidents and service requests have the uncanny ability to fall through the cracks. Access your service desk through multiple channels - email, phone or portal to report incidents and track them all from one place. Automate the painfully mundane tasks like acknowledging, and routing tickets. Freshservice lets you collaborate with your team, drive insights, and stay on top of your ticket pile anytime, anywhere.
Wouldn’t you like it if your issues get resolved even before they impact the business? Freshservice's problem management helps you keep track, and get to the root of the problems. Freshservice lets you deep dive into each problem, tie it to incidents, offer workarounds, and run root cause analyses. Maintain a known-error database to document workarounds for problems until it can be permanently resolved.
About 80% of IT issues happen due to unplanned changes. And if the changes are not properly tracked, a lot of time and resources go into troubleshooting the issues. With Freshservice's change management you can analyze the risk associated with the change, and its potential impact right at the early stages of change planning. You can document the change rollout plan, a backout plan for unexpected failures, and send approval requests to the CAB without ever leaving Freshservice's window.
Freshservice's release management helps you carry out releases to the test and live environment without disrupting existing services. Lay out a build plan to compile the prerequisites and fix any bug before testing. Document the plan to test the releases one final time before they go live.
Make every incident and service request count.
Freshservice ensures every issue gets ticketed, tracked, and resolved, with some SLA minutes to spare.
Shoot down support queries and service requests without holding your breath, or searching for the right button. Whether it's categorizing tickets or assigning it to the right support rep, all it takes is just a click. So you can pick up, assign, and resolve tickets all day and still be in high spirits.
Why spend time replying to repetitive mundane queries? Reduce the number of tickets you handle by providing instant answers to your end users. Create a shareable knowledge base at your disposal whenever required. Easy to create, share solutions, documents, and tutorials at a centralized location. Improve customer satisfaction with lesser resolution times. All you need to do is link the related article with the raised ricket, or respond to similar requests with canned responses.
Why spend time and energy on redundant tasks when we are serving you shortcuts in a platter? Freshservice allows you to automate common tasks, and save your agents’ time to invest on more important issues in hand. Create specific rules for different conditions and let your service desk tackle the rest without any coding hassle. Easy-to-use, every ticket received in Freshservice can be automatically categorized, prioritized, and assigned.
Freshservice lets you solve your users’ problems even before they raise a ticket by auto-suggesting appropriate solution articles. The answers are displayed right next to the ticket form, reducing the number of tickets and resolution time. One glance at the predictive knowledge base solutions is all it takes for end users to solve problems on their own. No more relying on agents unless absolutely necessary.
Remember the last time you forgot to follow up with a ticket? Freshservice makes sure you get working on the right ticket at the right time, with smart notifications, escalations, and proactive alerts.
Keep tabs on thousands of assets without leaving your seat.
Have all your configuration items scanned, updated and ready to be managed inside Freshservice.
Is handling and tracking a large number of assets too mind-boggling and time-consuming? Freshservice's inventory management tool scans the assets, and lets you configure in real-time to keep it updated. Worried about missing an asset in the process? All you need to do is schedule the asset discovery to run periodically. With integrated asset discovery in Freshservice, knowing who owns what asset, since when, and why, are all just a click away.
Organize your IT data with Freshservice. Its CMDB manages collections of your IT assets and lets you take complete control of its service lifecycle. Automate scans and import assets easily into the CMDB. Track your assets right from your service desk, gauge the relationship hierarchy and dependencies between various assets.
Track your assets and corresponding details right from the list instead of digging through multiple files and receipts for additional information. With the product catalog in Freshservice, you can categorize all your assets linked with all its details – from the vendor to the maintenance cost. Say goodbye to human errors and duplications, manage all your hardware and software units through a centralized location without switching tabs or servers. Let your service desk take care of your repository.
How easy would functioning be if you could manage all your products and vendors from the same tab? With Freshservice's vendor management tool, you can link vendors to your configuration items (CIs). Add vendor to the items purchased from your list. Easy to contact them for troubleshooting and fixing issues without going through various bills and switching tabs. Check out prices, warranty, and contact details beside your product listing, right under the vendor umbrella.
Automate your contract management system between your team and vendors. Link your CIs with the right contract, and update your CMDB. Update the contracts for timely reminders and notifications regarding its maintenance, renewal, and expiry. You even have the choice to customize the contract fields just the way you want.
A familiar destination for your users to fulfill their service requirements.
One-stop-solution for all the technology, service, and information requests of your end users.
Let end users request from your wide array of services in a single portal. Save time with pre-loaded service essentials and the flexibility to include more categories and items on-the-go. The list of categories goes beyond hardware and software installations – get access to onboarding kit, wifi access, or a new CRM account for an enterprise-backed service delivery platform.
The service catalog software is a self-service station where your end users have access to all the services they can choose and add to the cart. The easy to navigate portal with the centralized workflows provides item specifications, and a go-to tab for end users to place requests across several service categories. All this without having to pursue departments and stand in queues. What more, you can do all this even from your mobile phone at anytime.
The agents are well-informed of new orders through service requests under tickets. A systematic workflow and inter-communication between departments and users ensure efficient and rapid service delivery. The agents can also make modifications to the service catalog portal by adding new items and specifications. They can include custom fields to items, set different visibility levels, and delegate the orders to the right teams, through Freshservice's smart automation.