Freshservice

Freshservice – Intelligent IT Service Management for Modern Teams

Freshservice is an intuitive, cloud-based IT Service Management (ITSM) platform built to modernize internal support operations. With a strong focus on automation, usability, and AI-powered workflows, Freshservice simplifies complex IT tasks and empowers teams to provide fast, reliable, and efficient support services across organizations of all sizes.

Designed with both IT and non-IT users in mind, Freshservice helps teams manage incidents, changes, assets, and requests while aligning with ITIL best practices. Whether you're supporting internal employees, managing technology rollouts, or streamlining business processes, Freshservice provides a powerful suite of tools to boost productivity and service quality.

Core Capabilities

✅ Incident Management

Log, track, and resolve incidents with ease. Automated prioritization and routing ensure that critical issues are addressed first, while team collaboration tools help resolve tickets faster.

✅ Service Request Management

Create a unified, self-service catalog that allows users to request common IT services with minimal effort. Standardized workflows speed up request fulfillment while keeping teams organized.

✅ Change Management

Plan, evaluate, approve, and implement changes in a controlled environment. Automated change workflows help reduce risk and downtime, making transitions smoother and safer.

✅ Problem Management

Identify recurring issues, conduct root cause analysis, and implement permanent solutions. Link related incidents to known problems to streamline resolution and reduce ticket volume.

✅ Asset Management

Track hardware, software, and other IT assets throughout their lifecycle. Automated asset discovery tools help maintain up-to-date records, while reports offer insight into usage and depreciation.

✅ Release Management

Coordinate and deploy new software or updates efficiently with built-in planning tools. Define clear milestones, roles, and dependencies for smooth releases.

✅ Project Management

Combine IT service delivery with project planning. Monitor timelines, assign tasks, and measure performance in one place, connecting support initiatives to strategic goals.

✅ Self-Service Portal

Provide a branded, easy-to-use portal where users can log requests, report issues, and find solutions through a searchable knowledge base—without contacting IT directly.

✅ Knowledge Management

Build and maintain a dynamic knowledge base with how-to articles, FAQs, and best practices. Empower users with self-help options while enabling agents to resolve tickets faster.

✅ AI-Powered Virtual Agent

Enhance service desk efficiency with a conversational AI that automates ticket creation, guides users through solutions, and routes requests to the appropriate teams—24/7.

✅ Workflow Automation

Use a drag-and-drop workflow builder to automate ticket handling, notifications, escalations, approvals, and more. Automate repetitive tasks and improve consistency without coding.

✅ Orchestration Center

Connect and coordinate actions across external apps like Microsoft 365, AWS, Active Directory, and others. Automate cross-platform workflows and system updates.

✅ Analytics and Reporting

Track key performance indicators (KPIs), SLAs, and service quality through customizable dashboards. Gain actionable insights with detailed reporting on all ITSM activities.

✅ Mobile App

Stay responsive on the go. Agents and users can access tickets, approvals, and assets from any device with a native mobile application.

✅ Integrations

Connect seamlessly with collaboration tools, monitoring platforms, HR systems, and other business apps. Integrations extend the power of Freshservice across your organization’s ecosystem.

Why Choose Freshservice?

Freshservice stands out for its modern, user-centric interface, quick deployment, and powerful automation. Teams can reduce ticket resolution time, improve visibility into operations, and increase employee satisfaction. Its flexible architecture supports fast-growing companies and enterprises alike, offering scalability without compromising simplicity.

With Freshservice, IT teams can go beyond reactive support and focus on proactive service delivery, strategic initiatives, and innovation. It’s more than just a helpdesk—it's a complete solution for managing your organization's digital infrastructure and employee experience.