Introducing Freshservice, our new ITIL Service Desk Product

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I’m super excited and proud to announce Freshservice – a brand new product from Freshdesk, which is an online ITIL Service Desk.

At its core, Freshservice is a customer support platform too – it focuses on solving an organization’s internal IT problems. IT Managers and Admins can use Freshservice to provide awesome support for their end users.

Why a new product? Why not just Freshdesk?

If you are asking yourself this question, you are not alone.

Ever since the launch of Freshdesk in June 2011, we’ve always seen a significant number of our customers use it for internal IT support (and not for customer support). In fact, our very first customer was a college from Australia using Freshdesk to track IT requests from students and teachers.

But when we started building more and more sophisticated customer support features in Freshdesk (think Twitter and Facebook support, community management, integrations with CRMs, email marketing tools, etc.) we realized that these functionalities did not make any sense for people using Freshdesk for internal IT support.

Instead of trying to upsell our ticketing system to them, we decided to build a full-fledged Service Desk that will offer a more attractive solution to IT departments who are looking for next generation ITSM tools. After a year of development, testing and UI refinement – the Freshservice team (a startup within a startup, yeah!) is proud to lift the covers off and unveil their product to the world today – with a shiny new user experience and awesome out-of-the-box ITIL capabilities!

What’s fresh in Freshservice?

Since we’re the newest kids on the block, we also wanted to bring something new to the market (startups are supposed to change the world a little bit, don’t you think?). We looked around the world of IT Support, talked to our own beta customers and it kept coming back to one thing – IT Support is a boring and thankless job! We’re planning on changing that- the reason why we brought in gamification features to the Service Desk to make IT Support fun!

We think this is big and we are thrilled with the early feedback and love that Freshservice is generating from early beta customers.

Of course, you don’t have to take our word for it. Sign up for Freshservice today and give it a spin. We’d love to know what you think.

Happy supporting!


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  • Bartas

    Congrats with launching a new product!
    Can it be used to manage IT for several companies?


  • James Mulvaney

    Come on Fresh people .. where’s the speedy response to Bartas question (12 days ago!)? I’ll post my questions when I know there is someone waiting to reply!

    • Narain

      Ouch! Looks like there was an issue with Disqus here! Let us know what your question is. Alternatively, you could mail

  • ZeroT3K

    Where is the option to add additional companies? I only have the option to add individual requesters. I’d like for the option like in FreshDesk to be able to have specific domains attach to specific companies, and be able to restrict Solution folders to specific companies.

    • Narain

      Support will be in touch with you about this shortly.

  • G Edwards

    Is their any plans for movement of existing Freshdesk customers to Freshservice?

  • Bernie

    Is there an option to add other departments to use the service desk? Eg, HR, Payroll, Building Management, Finance, etc?

    • Freshservice

      Yes, Bernie, you can. Why don’t you send us a mail at, and we’ll schedule a personalized demo for you?