Choosing the best IT Help Desk - wondering how?

We all know how crucial IT is for an organization to run smoothly. IT support agents handle and resolve issues seemlessly. This means you cannot afford any lapse in services or or make the process complex more than is necessary. You need the best IT helpdesk software that supports your processes and doesn't end up as an additional burden.

4 Reasons To Get Onboard

Increase Agent productivity

IT helpdesk automation to handle recurring scenarios and conditions based on specified conditions.

Reduce Support Requests

IT helpdesk automation to handle recurring scenarios and conditions based on specified conditions.

Easy to Set-up

IT helpdesk automation to handle recurring scenarios and conditions based on specified conditions.

Customer Satisfaction

IT helpdesk automation to handle recurring scenarios and conditions based on specified conditions.

IT Helpdesk Software for your Enterprise

IT Helpdesk Software simplifies your IT service management provides the end users with all the essential capabilites right from ticketing to asset inventories to incident, problems request and change management. Freshservice It Help Desk is a cloud based solution delivering a unified platform to create, track , linl, merge and manage SLA's for your organization.

EFFICIENT TICKETING SYSTEM

Efficient way to manage your incidents and tasks right through your dashboard. Create and track tickets, reply, link, add notes and close them out. Make use of the custom fields and auto-assign rules and perform actions based on different scenarios.

IT ASSET MANAGEMENT

Control all your IT assets data, inventory shelf life and manage the assets lifecycle, all in cloud. Automate and discover new assets easily and link them to your help desk tickets. Track and update your CIs along with the relationship hierarchy right through your CMDB.

SERVICE REQUEST MANAGEMENT

Automate and streamline ticketing, assigning, routing and escalation through the automated service request management tool. Simplify requests, approvals and fulfillment for your end users and help desk agents to ensure customer satisfaction.

WORKFLOW AUTOMATION

Automate repetitive tasks and get rid of the unassigned tickets in queue. Categorize, prioritise and assign help desk tickets creating business rules and scenarios for different events. Set predefined actions and automatically trigger notification when the set conditions are satisfied.

ROBUST HELP DESK REPORTING

Use Freshservice built-in reporting system to track ticket status. Generate the metrics and performance reports in real-time. Create custom reports and assess individual agent or group reports and draw a comparison report based on the resolution time and first contact resolution.

KNOWLEDGE BASE

Boost your IT help desk productivity reducing the number of tickets with the built-in Knowledge base articles, offering instant search suggestions for the common queries to the end users instead of a support email. The User Portal display easy answers and they can resolve their own queries.

CHANGE MANAGEMENT

Reduce the change impact with controlled change management system. Regulate change requests with automated approval workflows. Be prepared for any critical issues with proper assessment and reviews.

SERVICE LEVEL AGREEMENT

Configure SLAs and set the right expectations for your end users providing timely delivery. Easy to notify technicians in case of any violation with multi-level escalations. This helps you in evaluating the productivity and flexibility of your IT help desk team.

SELF-SERVICE PORTAL

End users can help themselves raising requests and submitting tickets directly from the support portal, without requiring any login. Easy to stay in the loop tracking your request status and progress. This way you can cut support costs and increase agent productivity.