Uncomplicate IT Service Management
Freshservice is an easy to use IT Service Management Solution packed with powerful automations and built for modern users
Freshservice comes from Freshworks, a leading cloud-based customer engagement company offering a suite of products
The company's cloud-based suite of SaaS products is widely used by over 150,000 organizations across the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.
Freshservice - A Glance
Freshservice is a cloud based IT service desk
Rooted in the ITIL framework, Freshservice gives IT agents a service management software that’s simple to use, and straightforward.
Platform Overview
Freshservice has a clean UI that’s easy to navigate, and supports the smooth functioning of an IT service desk.
Agent Dashboard
Incident Management
Problem Management
Change
Release
Asset Management
Project Management
Knowledge Management
Reporting and Analytics
Admin Settings
Brands that trust Freshservice for their IT Service Management
It’s not just our customers, the IT industry seems to trust us too!
Freshservice - Features
The platform goes beyond the basic ticketing system. Freshservice is packed with hero features
Incident Management--Provide smart resolutions to your end users
Deflect tier 1 tickets with extensive knowledge base articles
Maintain service levels and improve customer satisfaction with an effective SLA and escalations management
Report issues from anywhere using mobile app, self-service portal, or by sending an email
Your agents don't have to spend time in solving issues that someone else is already taking care of
Associate the right Configuration Items, CI to understand the impact & affected parties
Seamless business operations, consistent service levels, satisfied end users
Workflow Automator--Automate repetitive tasks and free up time to solve strategic problems
Auto-assign tickets to the right agents or groups so a ticket is routed to the right people
Enable multi level approvals and define automation actions across modules – be it incident, problem, change, or release
Setup automations for all types of processes by simply dragging and dropping trigger rules
Reduce manual effort and improve IT desk efficiency
Team Huddle--Chat with fellow agents and discuss tickets with context
Start a discussion with your team right from within a ticket
Share files to provide your fellow agents more context regarding tickets
Add your fellow agents using ‘@’. Work on the ticket together without having to juggle between tools
Highlight specific areas in a ticket which you wish to share with your fellow agents
Never miss out on the conversation - get instant updates
Collaborate better by adding context to your conversations
Asset Management--Take complete control of all your IT and non -IT assets
Keep track of IT and non-IT assets in stock or in use
Non-intrusive instant updates will help you stay on top of what’s happening with your assets
Scan all the asset configurations using intelligent discovery tools
Manage and track compliance statuses of all purchased software licenses and their active users and installations
Maintain a record of contracts with third-party vendors and manage approvals automatically
Improved compliance and asset lifecycle management that result in fewer incidents.
Service Catalog--Smart and hassle-free shopping experience
Users can place service requests with an intuitive catalog that's like a shopping cart
Service items can be loaned to users on a temporary basis for a specific time frame
Manage approvals automatically and be notified on the statuses easily
Maintain a consolidated enterprise service catalog including other functions such as HR, facilities, legal etc.
Streamline request management process with an intuitive catalog; Improve resolution time by automating approvals
Problem, Change, and Release Management--Analyse, plan, and deploy changes at ease
Provide a permanent fix to recurring issues with Freshservice problem management. Maintain a Known Error Database, (KEDB) to track known problems
Understand the number of incidents associated to a problem/change and plan for release based on the impact study
Minimize risk and impact of changes on business with change management; optimize resources by automating change approvals
Configure the lifecycle of a change based on its type. Control the step-by-step transition in change management
Save time while raising standard change requests by using a template and pre-filling specific fields
Manage change planning and approvals seamlessly
Minimize risk/impact; Smooth roll out of changes within the scheduled timeline
Mobile App--Manage your service desk on the move
Freshservice is the highest rated ITSM mobile app of the Google Play Store and is also available on the iOS App Store
Get a single view of their daily stream of work-items across modules
Native barcode scanner scans assets on the go and maintains asset database
Speed up approval process with approval notifications and delegation
Pin your service dashboard to your screen and see live updates without opening the app
Change the incident list view based on the fields important to you. You’ll be able to change status, assign tickets, and update custom fields from within the list Page
Manage change planning and approvals easily
Mobile exclusive features enhance usability, accessibility and improves response rate
Marketplace Apps--More than 100 apps to integrate with
Admins can pick and choose apps they wish to install
Become our technology partner in building apps to enhance product capabilities
Publish apps on your own using our developer portal
Integrate with third party apps in few clicks. Design, code and publish apps on your own
Why Freshservice
Freshservice is an uncomplicated IT service management tool.
Here is what makes the platform different from all the others in the market:
Built for and by IT folks, we know the importance of working together. From communicating internally, to sharing information, the solution has been designed for teams like yours
Configuring your service desk is a piece of cake. Easy data migration and setup assistance means
you need no coding efforts to switch to Freshservice
With a modern UI, in-built gamification, and advanced automations, you will spend less time on monotonous tasks and focus more on solving real IT problems
Easy setup of solution articles along with smart suggestions and accessibility on all devices will encourage self-service
We
our Customers.
They seem to 
us too!
Customer Testimonials
“Fresh and simple. That is what we are looking for in today's world where simplicity is overlooked and not found in other tools.”
-- LAUREN NUNNALLY
Director of Support, Swinerton Builders
“Freshservice is smooth and sexy, fresh and new – it is all you need in an ITSM solution. Freshservice’s support was very good during the implementation.”
--PIETER THEWIS
PIETER Director of Operation, Bam Belgium
IT teams chooseFreshservice forvarious reasons
Here’s why a few companies made the switch
Pain Points
● No standardized process with
multiple process gaps
● Logical classifification of support
tickets missing
● Manual identifification of issues
Why Freshservice
● Customizability
● User-friendly UI
● Fast Deployment
Favourite Features
● Service catalogue
● Change management
● Incident management
● Problem management
Metrics
SLA Improvement 70%
First Response Time Reduced by 50%
First Call Resolution 81.4%
Number of service desk agents: 83
Freshservice demonstrated capabilities of a tool that would suit BankBazaar’s complex requirements as well as save time and effort in customisations and has proven to be highly cost-effective when compared to the previous tool.
--Krishnenjit Roy
VP-Technology
Pain Points
● No visibility of user history
● Manual work even for creating tickets
● Zero motivation
Why Freshservice
● Usability
● Easy setup and transition
● Easy linking of various Record
Favourite Features
● Customer satisfaction rating
● Self service portal
Metrics
Time taken to set up 15 mins
Number of branches served 45%
Increase in portal usage 33%
Number of service desk agents: 6
When a tool is intuitive and easy to use, you’re more likely to explore and make the most all of the tool’s functionalities. And if we hadn’t used Freshservice, we’d probably be looking for other alternatives now.
--Kenneth Byrne
IT Service Director
Pain Points
● Laborious workflow
● Insufficient reporting
● Inefficient server operations
Why Freshservice
● Scenario automation
● Change management
● Mobile app
Favourite Features
● Canned responses
● Supervisor rules for
Automation
● Customer satisfaction survey
Metrics
Increase in first contact resolution 44%
Reduction in resolution times 92%
Reduction in duplication of effort 75%
Upliftment in approval speed 51%
Reduction in ticket backlogs 93%
Number of service desk agents: 11
Freshservice helped us achieve an annual tool cost saving of $15,000 and
operational cost saving of $5,000 per service desk agent.
--Ben Laxton
Service Delivery Manager
Pain Points
● Poor adoption of existing tool
● Couldn’t manage complicated workflows
Why Freshservice
● Service catalog
● Gamification
● Automations
● Change management
Favourite Features
● Customizable fields
● Usability
● Easy tracking
Metrics
Increase in first call resolution 92%
Customer satisfaction90%
On time resolution250%
Tickets raised via email50% to 33%
Change related incidents26% to 2%
Freshservice has been well worth the cost. My team enjoys using it, which is
half the battle.
--Ben Greeno
IT Operations Manager
Pain Points
● Lack of cloud support
● Inefficient processes
● Service desk backlog
Why Freshservice
● Reporting
● Incident management
● Self service
● Single sign-on
Favourite Features
● Cloud delivery model
● Flexibility to customize the tool
● Closed-loop metrics
Metrics
Customer satisfaction96%
First contact resolution80%
Number of tickets per month 6000
I was surprised at the speed of implementation. Freshservice was available the
next day and ready to use in under a week.
--Craig Bell
IT Service Director
Customer Success Overview
Needs Analysis
● Use case, systems, and workflow analysis
Implementation
● Custom implementation services
● Full workflow integration
● Dedicated Technical Account Manager
Go-live
● Activate Freshworks instance
CSM
● Customer Success Manager introduced
● Initial training
Support
● 24x7 Support
● Dedicated CSM
● Regular account check-ins
● Assistance with additional configurations
Customer Success Services
● Admin and Agent Training
● Assist with configurations as your business changes and grows
● Workflow analysis and optimization
● Executive Business Review - Support issues and efficiency gains analysis
● Expansion needs
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