Delightful service management turns eight
Eight years back we were inspired to create an employee experience on par with the best customer experience available anywhere. Fast forward to today, we are the only Challenger in the Gartner magic quadrant for ITSM tools, enabling customers to delight their employees with a modern and right-sized service management solution.
Our belief was simple: If customers were excited to use our customer support tool for their internal service management, we needed to acknowledge that need and build a product exclusively for offering the best employee experience.
And we did just that. We built:
- An IT service management tool that can scale across your teams for enterprise service management
- Automation to accelerate your service delivery while preserving your IT teams’ sanity
- AI-powered solutions that modernize service management by letting Freshservice take charge
But we are not stopping there. We’ve launched a barrage of exciting features to enable uninterrupted and seamless services for your workforce.
1. IT Operations Management
Modern businesses that need to be ‘always on’ can’t afford to wait for issues to be reported. Streamline your digital operations with our AI-powered alert management solution to minimize the business impact of critical incidents. Channel alerts from all your monitoring tools into Freshservice, and identify and act upon underlying issues faster.
What’s more? To prevent service disruptions, we need our dev-ops superheroes to monitor and resolve critical issues on time. On-call management enables 24*7 monitoring for incident response and resolution by charting out availability plans and automated routing.
2. Virtual Agent
It’s obvious. A service management team preoccupied with L1 issues is unlikely to possess the time and bandwidth to pursue root cause analysis, problem, and change management. Productivity takes a hit with the constant firefighting.
In parallel, employees detest interacting through forms. Bots could make a huge difference by making the service experience intuitive, fast, and conversational.
With Freshservice, solve both the problems with one feature: Virtual agent.
The Freshservice Virtual Agent enables a friendly bot right within your collaboration tools for your employees to chat with and get their work done. And with Virtual Agent doing the work for you, IT teams can be relieved of mundane L1 tickets to focus on business-critical issues.
3. Orchestration Center
True automation lets you sit back and relax, knowing that the tool is doing your job quickly and effectively. With Orchestration center, that’s precisely the zen mode your service management teams can unlock.
Automate, orchestrate and accelerate by setting up workflows that automate actions directly on the applications of your choice. With a suite of applications available to integrate with, set up scalable workflows that do your work end-to-end for you.
4. New-gen project management
IT teams deal with complex projects with multiple moving parts that need diligent planning and execution.
With our new-gen project management solution, create an integrated environment to plan your projects alongside your service delivery engine to run your business-critical projects with complete context. And the best part, you can seamlessly collaborate on tasks with all project updates plugged right into your Slack channels.
5. SaaS management
Ten years from now, this decade would stand out as the one in which businesses embraced digital transformation spurred on by the advent of remote work culture. And digital transformation means we are all moving towards cloud-first, SaaS solutions due to their ease of availability and scalability that suits the remote work culture.
Freshservice SaaS management enables IT teams to discover, manage and optimize this boom in SaaS adoption. Get a 360° view to manage your SaaS estate, and maximize usage with insight-driven actions.
6. Freshservice-Freshdesk integration
To run a successful business, you need to fix issues. Be it your customers’ or your employees’ issues, how proactively and quickly you fix them defines your success. So why not solve them all hand-in-hand?
Bring your customer support and internal teams together to delight customers effortlessly with complete and rounded context about all issues. Ensure faster resolution of customer issues by giving your internal teams visibility into pivotal attributes of Freshdesk tickets right within Freshservice.
These are merely the highlights. In these eight years, Freshservice has grown, and how! To get all the details, connect with our community here, and stay on top of everything Freshservice.
We never walked this path alone, it’s your partnership that has led us here to this successful milestone. Here’s to many more together on this journey to delight employees with the best services and support they deserve. Cheers!
