All features IT Service Desk Incident Management

Multi-channel support from a single platform

Enable end-users to reach support via multiple channels such as email, self-service portal, mobile app, phone, Freddy chatbot, feedback widgets, or walk-ups.

Automatically log all emails as tickets. 

Categorize and Prioritize tickets with intelligent automation

Automatically categorize tickets based on historical ticket data with Freddy, the Freshservice AI engine. 

Automate ticket prioritization with powerful workflow automation based on impact and urgency.

Auto-assign tickets to the right agents or groups, and ensure no ticket falls through the cracks with round-robin or load balancing auto-assignment

Get a bird’s eye view of your service desk performance  

Get visibility into all your tickets and track their progress with a quick glance at the dashboard.

Collaborate with your team from a single screen and know who’s working on a ticket, its priority, and status.

Read more about Reporting ➝

Speed up resolution time & improve service quality with Knowledge Base  

Integrate service desk with a comprehensive knowledge base that has solutions to incidents and problems that can be used by both support agents and end-users alike

Empower end-users to resolve their IT issues on their own from the self-service portal with a simple search without having to wait for a technician to get back to them.

Read more about Knowledge Base ➝

Additional features

SLA management

Ensure on-time resolution by setting multiple SLA policies for task deadlines and automate escalation rules – based on different business hours or various types of tickets and ticket groups.

Satisfaction survey

Drive service improvement with built-in satisfaction survey that can be automatically sent to employees upon ticket resolution, and measure your efficiency based on the CSAT reports.

Task management

Stay on top of your daily tasks by viewing them from the service desk dashboard’s calendar view. Easily manage all that’s time-bound with automated notifications.

Priority matrix

Standardize prioritization of tickets to focus on the right tickets and quickly resolve major incidents. Specify the priority of tickets based on their impact and urgency, and automate incident prioritization.

Knowledge base

Improve productivity by responding to similar requests with canned responses or knowledge base articles at the click of a button. Create solutions for your incidents and automatically convert it to articles.

Reporting

Measure the performance of your incident management process with predefined and custom reports. Identify bottlenecks, make informed decisions, and monitor agent or team performance.