Freshservice features to enhance your service delivery

Problem Management

Isolate problems, link it to existing or past incidents, perform root cause analysis the timeline of events of your online ITIL problem management software, and minimize disruptions to the business.

Change Management

Plan, rollback changes with your web-based change management solution and let relevant members evaluate and approve changes. Analyze and mitigate risks by assessing new changes before it's rolled out.

Release Management

Plan releases by documenting the build and test plans, set start and end dates to update team members by creating announcements with your IT release management software.

SLA Management

Set multiple SLA policies for creating task deadlines based on different business hours or ticket categories in the IT incident management tool. Easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations.


Set up simple automation functions in your online IT incident management system as well as leverage the built-in capabilities to handle all your manual efforts. Prioritize, categorize, assign and close tickets.


Identify bottlenecks, make informed decisions, monitor the SaaS based incident management solution performance, and improve service delivery with predefined and custom reporting capabilities.


All that you expect of incident management

ticketing dashboard
detailed ticket view
ticketing rules
Ticketing Dashboard

ticketing dashboard
Detailed Ticket View

detailed ticket view
Ticketing Rules

ticketing rules
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